The Resource Planning Senior Coordinator is responsible for supporting Pharmacy Benefits Management call recording applications, Verint and Mattersight, across multiple sites. The Senior Coordinator will process new user’s access requests, existing user’s access issues, and troubleshoot issues reported by the business via ticketing system, including issues pertaining to call recording, access, and screen capture. The Senior Coordinator partners with internal teams to work towards resolution and works closely with the vendor (Mattersight) to report and/or resolve daily issues. Position rotates assignments throughout shift between managing ticket queue in Gain, following up with unresolved issues, managing team email box, working through reports from vendor with recording issues, on call work, ad hoc work and project assignments.
Hours: Monday-Friday 8:00am-5:00pm CST
*Opportunity to work remotely*
Position is part of on-call rotation which requires employee to be available for any outages/ad-hoc requests from Call Center Tools, Vendor, or internal business partners 24/7 during their week (typically once every 6 weeks).
Depending on business needs or requirements frequent overtimes expected.
Occasional on site travel may be needed. Roughly 10% of your time will be spent on site.
We offer a comprehensive benefits package which includes medical, dental, vision insurance as well as a wide-ranging list of supplemental benefits and discount programs. In addition to sixteen paid days off for employees, we also offer ten paid holidays