Call Center Master Scheduler

North Canton, OH

 Company Information:

Our client is building a world-class team to staff its call center in North Canton Ohio. 80 million Baby Boomers will become eligible for Medicare in the next 20 years and our client’s mission is to become the largest telephonic enrollment agency for supplemental Medicare insurance nationwide. With primary operations in North Canton, 5 remote locations and a staff of 200 agents, our client is already the 3^rd largest enrollment agency in the Medicare arena.  To achieve their objective of being #1, our client is deploying world class VOIP and CRM technologies to ensure efficient, compliant call flow and customer interaction. The Master Scheduler will be responsible for optimizing the conversion of leads to enrollments.    

Responsibilities

·        Analyze and make recommendations to optimize the workflow for efficient lead and inbound call routing/handling specific to the various types of leads used e.g. Internet, direct mail, TV etc.

·        Analyze and make recommendations to optimize the workforce composition, quantity of employees, hours of work and physical assets.

·        Develop seasonal forecasts, trends and statistical data to provide lead and  workforce models as required to insure company has the right number of agents with the appropriate licensure to get the job done

·        Assure operations meet or exceed the strict compliance requirements set by CMS (Centers for Medicare & Medicaid Services)

·        Design a state of the art reporting system that provides real-time monitoring and identifies bottleneck areas for resolution.

·        Develop multiple site business continuation and disaster recovery plan and administer to protect the business from any business disruption.

Qualifications

·        Strong Technical and analytic aptitude as well as the ability to work in a tightly knit team.

·        BS in engineering, mathematics, statistics or other related degree.  An advanced degree in operations research is preferred.

·        8-10 years of related scheduling and workforce management experience. Prior call center experience is a big plus, but not required.

Please apply today and send your resume to Tina at tina@goldstar-global.com .