Contact Center Specialist II
Job Summary
To ensure optimal performance in a remote environment, the full-time Contact Center Specialist II will manage key performance indicators (KPIs) by monitoring contact volumes, staffing needs, and operational metrics while supporting training efforts and addressing customer inquiries.
Key responsibilities:
- Monitor and adjust staffing levels to meet KPIs and track adherence to schedules
- Support contact center operations by resolving customer issues and providing necessary information
- Gather and analyze operational data to identify improvements and contribute to performance reports
Required qualifications:
- Associate's degree in Business Administration, Health Care Administration, Finance, Communications, Statistics, Mathematics, or related field, or one year of relevant experience
- Proficiency in Microsoft Office and data entry skills
- Ability to build relationships and work collaboratively with others
- Knowledge of labor environment regulations and performance standards
- Experience with data analytics and business intelligence tools is preferred
Complete Job Description
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