Posted On: 07-12-2018
Position Title: Intraday Specialist
Job Location: Draper, Utah
Company Name: HealthEquity Inc.
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Details of the position:

How you can make a difference 

You would be assisting in the success of HealthEquity through real time monitoring of interaction volumes and staffing to ensure service levels are met. 


What you’ll be doing

  • Monitor, track, and execute forecasted plan
  • Perform root cause and trending analysis of historical performance of knowledge groups/queues to identify areas of opportunity and make strategic recommendations
  • First level troubleshooting for business interruptions and escalation as appropriate
  • Tracking Real-Time Adherence
  • Assisting in the coordination, appropriate allocation and availability of call center staff in order to achieve daily project goals
  • Maintain contact center abandon percentages by adjusting call allocation and offering VTO
  • Managing Intraday email inbox
  • Identify & allocate time for member service specialists to complete their trainings, call listening, etc…
  • Creating and maintaining intra-day department reports
  • Other tasks and projects as assigned by management


What you will need to be successful

  • Ability to work independently as well as collaboratively
  • Self-Starter with excellent written and verbal communication as well as interpersonal skills.
  • Ability to digest data and communicate findings to further improve department efficiency.
  • Intermediate or higher Microsoft Office knowledge e.g. Excel
  • Regular and predictable attendance is required; must be meeting Core 4 goals
  • Must be willing to work in office
  • Must be willing to work a Saturday shift