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 and staffing needs, tracking adherence to schedules, and collaborating with team members to resolve issues and improve operational efficiency.

Key responsibilities

• Monitor and adjust staffing requirements to meet KPIs while tracking adherence to schedules and escalating staffing gaps
• Support contact center operations by providing information and resources to customers and resolving routine and non-routine issues
• Gather and analyze operational data to identify improvements and populate reports for team review and leadership presentation

Required qualifications

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