Contact Center Specialist II
Job Summary
To support effective 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 key performance indicators and track adherence to schedules
- Support contact center services by addressing and resolving issues for internal stakeholders and customers
- Gather and analyze operational data to contribute insights for performance improvement and service quality
Required qualifications:
- Associate's degree in Business Administration, Health Care Administration, Finance, Communications, Statistics, Mathematics, or a related field, or one year of relevant experience
- Proficiency in Microsoft Office and data entry
- Ability to build relationships and act with compassion in customer service settings
- Experience with data analytics or business intelligence tools is preferred
- One year of experience working with Excel is preferred
Complete Job Description
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