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 ensure compliance and service quality while working remotely.
Key responsibilities
- Monitor and adjust staffing levels to meet performance metrics and track adherence to schedules
- Support customers by providing information and resolving routine and non-routine issues
- 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 a 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 applications
- Ability to build relationships and act with compassion
- Experience with data analytics or business intelligence tools is preferred
Complete Job Description
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