Contact Center Specialist II
Job Summary
To maintain key performance indicators (KPIs) in a contact center, the full-time Contact Center Specialist II will monitor contact volume and staffing requirements, track adherence to schedules, and support operational insights while working remotely.
Key responsibilities:
- Monitor and adjust staffing levels to meet KPIs while tracking adherence to schedules
- Support contact center services by addressing customer inquiries and resolving issues with minimal guidance
- Gather and input operational data to contribute to performance analysis and reporting
Required qualifications:
- Associate's 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 and data entry
- Ability to build relationships and act with compassion
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