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 collaborate with team members to address trends while working remotely.
Key responsibilities:
- Monitor and adjust staffing levels to meet KPIs and track adherence to schedules
- Support contact center services by addressing and resolving customer issues with minimal guidance
- Gather and input operational data to assist in contact center analysis and reporting
Required qualifications:
- Associate's degree in Business Administration, Health Care Administration, or related field, or one year of relevant customer service experience
- Knowledge of labor environment regulations and performance standards
- Proficiency in Microsoft Office, particularly Excel
- Experience with data analytics or business intelligence tools is preferred
Complete Job Description
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