Automated Outbound Management Analyst

  • Full Time

Apria Healthcare

Job Summary

Apria Healthcare is one of nation’s leading providers of home healthcare products and services including respiratory therapy, sleep apnea therapy, non-invasive ventilation therapy, enteral nutrition therapy, negative pressure wound therapy and home medical equipment. Headquartered in Lake Forest, California, Apria owns and operates branch locations across the nation and serves more than 1.8 million patients each year. With over $1 Billion in annual revenues, Apria is one of the largest home healthcare companies in the United States. Apria was the first company of its type to obtain voluntary accreditation from The Joint Commission and has been continuously accredited for more than 25 years. For more information, visit www.apria.com.

JOB SUMMARY

This position will report to our Director of Automated Outbound Management (AOM), and collaborate with other support teams and operations, and responsible for operating the automated jobs, to include job (i.e., campaign) design, creation and modification, list administration, and non-technical helpdesk ticket support related to operating automated systems. This position assists the AOM Director and Engineer to ensure dialer jobs and calling strategies optimize resources for maximum performance and efficiency and responsible for ensuring Operations is well informed of job features and calling strategy parameters. The end goals are to provide rapid development capabilities to meet urgent campaign timelines, and provide automated and repeatable solutions to rapidly deploy new campaigns, provide insight to automated results, and achieve specific outbound program targets such as orders, cash collection or other yield rates on inventory. The automated approaches will generally improve efficiency, effectiveness, quality, speed to service, customer and client satisfaction using a combination of in-house and vendor dialers and IVRs.

ESSENTIAL DUTIES AND RESPONSIBILITIES

* Primarily responsible for working closely with WFM team members and other departments to design, create and implement call strategies and jobs (i.e., campaigns) on our automated dialer/IVR solutions.
* Administer automated Operations, including but not limited to (i.e., examples):
* Customize host download and upload calling lists,
* Record and/or connect jobs to voice messages
* Design wait queues
* Edit agent function keys
* Create and modify call completion codes
* Set up internal system parameters
* Design and implement screen pops as requested
* Assist with the design, control and analysis of inbound and outbound campaigns to optimize right party connects, and meet service levels of inbound demand (i.e., when blended)
* Administer and help prioritize job and calling strategy requests. Maintain status to provide feedback to requestors
* Participates in automated campaign schedule planning meetings to discuss results from previous day, plans for current day and helps develop future schedules to meet business objectives
* Communicate new jobs and strategies in schedule planning sessions, to WFM, Operations, and Telecom at a minimum
* Provide first tier, operational analysis and/or troubleshooting for helpdesk tickets, and inquiries related to automated campaigns
* Monitor reports through the automated interfaces, and provide timely, consistent distribution as needed. Review results and suggests new strategies to improve performance
* Adjust calling strategies and campaigns in real-time to optimize list penetration, minimize staff idle time and participants waiting in queue and maximize sales or other campaign objectives
* When needed, provide timely, clear instructions to personnel responsible for starting, ending, or monitoring jobs (i.e., job link plans, changes to job prior to runs, etc.)
* Assist in training a backup person for the AOM Analyst responsibilities and support an on-the-job schedule that helps maintain their proficiency
* Performs other duties as required.

SUPERVISORY RESPONSIBILITIES

* N/A

Minimum Required Qualifications

MINIMUM REQUIRED QUALIFICATIONS

Education and/or Experience

* High School Diploma required.
* Three years of dialer/IVR analyst experience.

Certificates, Licenses, Registrations or Professional Designations

* N/A

SKILLS, KNOWLEDGE AND ABILITIES

* Knowledge of Predictive Dialer system and ability to perform job functions with minimal supervision.
* Analytical and judgment skills to develop conclusions and make recommendations.
* Well-rounded exposure to basic systems used within call centers and reporting tools.
* Excellent planning and organizing skills to ensure deadlines are met.
* Business Acumen
* Problem Solving/Analysis
* Communication Proficiency
* Personal Effectiveness/Credibility

Computer Skills

* Advanced proficiency with MS Office products including Word, Excel, PowerPoint and Outlook.
* Advanced proficiency in Dialer/IVR software systems
* Advanced proficiency in SharePoint

Language Skills

* English (reading, writing, verbal).

Mathematical Skills

* Basic level mathematical proficiency, with a strong ability to understand, interpret and develop spreadsheet data.

Other Skills

PREFERRED QUALIFICATIONS

Education and/or Experience

* Two or more years of college preferred.
* Experience with call blending environments preferred.
* Experience working in and with virtual teams preferred.

Computer Skills

* Advanced proficiency with MS Office products including Word, Excel, PowerPoint and Outlook.

PHYSICAL DEMANDS

This is a stationary position that requires frequent sitting or standing, repetitive wrist motions, grasping, speaking, listening, close vision, color vision, and the ability to adjust focus. It also may require occasional lifting, carrying, walking, climbing, kneeling, bending/stooping, twisting, pulling/pushing, walking, bending, stooping, and reaching above the shoulder. Employees in this position must be physically able to efficiently perform the essential functions of the position. Reasonable accommodations will be provided to assist or enable qualified individuals with disabilities to perform the essential functions of the position, upon request.

WORK ENVIRONMENT

Work is performed in an office setting with exposure to moderate noise.

TRAVEL

Occasional travel as required.

OTHER INFORMATION

The essential duties and responsibilities, physical requirements, and work environment described above are representative of those typically required for this position but may vary depending on staffing and business needs at specific locations. The inclusion or omission of a specific duty or physical requirement is, therefore, not determinative of whether that function is essential to a specific individual’s position.

EEO Statement

As an EOE/AA employer, Apria Healthcare is committed to providing all applicants and employees with equal access to employment opportunities, regardless of sex, race, age, color, national origin, disability, pregnancy, religion, genetic information, sexual orientation, transgender status, gender identity, marital status, veteran status, or any other characteristic protected by federal, state, or local law. Apria Healthcare shall abide by the requirements of 41 CFR 60-300.5(a) and 60-741.5(a). These regulations prohibit discrimination against qualified individuals on the basis of protected veteran status or disability, and require affirmative action by covered prime contractors and subcontractors to employ and advance in employment qualified protected veterans and individuals with disabilities. AA/EOE, M/F/Disability and Vet.

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