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 resource allocation while addressing customer inquiries and supporting operational insights.

Key responsibilities:

• Monitor and adjust staffing requirements to meet KPIs and track adherence to schedules
• Support contact center operations by resolving customer issues and providing information to stakeholders
• Gather and analyze operational data to identify improvements and contribute to service quality

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, with experience in data analytics or business intelligence tools preferred
• Ability to build relationships and act with compassion in a customer service setting
• Strong data entry skills and computer literacy