California Licensed Contact Center Specialist

Job Summary

Supporting contact center operations, the full-time California Licensed Contact Center Specialist will manage key performance indicators, monitor staffing requirements, and collaborate with team members to enhance service quality while working remotely.

Key responsibilities:

• Monitor contact volume and staffing to ensure adherence to key performance indicators
• Track and resolve routine and non-routine issues reported by customers, providing information and resources as needed
• Gather and analyze operational data to identify improvements and support contact center performance analysis

Required qualifications:

• Associates degree in Business Administration, Health Care Administration, Finance, Communications, Statistics, Mathematics, or related field, or one year of relevant experience
• Proficiency in Microsoft Office, particularly Excel
• Experience with data analytics and business intelligence tools
• Ability to build relationships and communicate effectively with diverse stakeholders
• Knowledge of labor environment regulations and contact center performance standards