We're committed to bringing passion and customer focus to the business. Job Description: Summary: This position collects and interprets data related to call volume and agent performance, and use that information to identify areas for improvement and develop strategies to optimize call center operations. The position is responsible for creating reports and presentations that communicate their findings to key stakeholders within the organization. This position also supports the business by managing Call Routing Schemes, Report on Call Performance and executes Call/Text Campaigns. The position analyzes historical data to generate Call Volume Forecasts to meet Service Level Goals. The scope of this role also is also responsible for liaising support of the Telephony System and associated systems with IT and the Vendor. Location—The candidate can work in a Hybrid/Remote capacity in South Texas (Laredo, Corpus Christi, or Rio Grande Valley). The position will require individuals to be onsite for the first 30 days for training in the Edinburg, TX, area Essential Duties and Responsibilities: Generates Call Volume Forecasts Manages Call Routing Schemes to ensure an optimal customer experience Trains new representatives on the telephony system Works closely with supervisors to generate agent schedules to meet service level goals Executes Call/Text Campaigns to support business needs Assists with representative vacation bid process Processes PTO requests in accordance with thresholds of the business need Partners with telephony vendors to optimize the telephony platform Other duties as assigned Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. At least one year with Workforce Optimization (WFO) Suites At least one year with call routing strategies Ability to work in a production driven contact-center environment Experience with telephony platforms Must have working knowledge of Windows based computer environment Strong written and verbal communication skills Ability to multitask in multiple systems (EMR, Other Systems) simultaneously Extensive multitasking ability Must have full working knowledge of all Call Center Solution Departments Education / Experience: Required: High school diploma or GED, Minimum one year in a contact center environment • Preferred: Two plus years of college (two years in a professional, customer service-driven environment may substitute for two years of college), completion of related medical certification Computer Skills: Knowledge of Microsoft Office Administrative Duties: Exercise discretion and independent judgment. Strong analytical and problem-solving skills. Work Environment: Office setting in Contact Center Environment. Ability to work under pressure. Ability to work well with large and diverse teams. Excellent internal communication skills. Physical Demands: Requires manual dexterity, sitting, standing, stooping, reaching, kneeling, crouching, bending, walking, lifting up to 25 lbs. Close vision and ability to adjust focus. The above job description is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow any other instructions, and perform any other related duties, as assigned by their supervisor. Reasonable accommodations may be made to enable otherwise qualified individuals with disabilities to perform the essential functions of the job. If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us! Alpine is growing, and we welcome new talent to our highly collaborative and diverse team. We are passionate about building a leading national organization that enables physicians to focus on the joy of practicing medicine, and supports the ongoing transition to value-based care for senior populations. Alpine brings this same level of passion to employee engagement, career development and progression. If this aligns with your career goals, then look no further. Grow with us!