Contact Center Specialist II
Job Summary
To support contact center operations, the full-time Contact Center Specialist II will manage key performance indicators, monitor staffing requirements, and track adherence to schedules while working remotely.
Key responsibilities
- Monitor and adjust staffing levels to meet KPIs and track adherence to schedules
- Collaborate with team members to analyze operational data and identify improvement opportunities
- Support customers by resolving issues and providing information to internal stakeholders and members
Required qualifications
- Associates degree in Business Administration, Health Care Administration, Finance, Communications, Statistics, Mathematics, or related field OR one year of experience in customer service or a directly related field
- Knowledge of labor environment regulations and performance standards
- Proficiency in Microsoft Office and data entry skills
- Experience with data analytics or business intelligence tools is preferred
- Ability to build relationships and act with compassion in customer interactions
Complete Job Description
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