Contact Center Specialist II
Job Summary
To ensure optimal performance in a remote setting, the full-time Contact Center Specialist II will manage key performance indicators (KPIs), monitor contact volume and staffing needs, and collaborate with team members to address operational trends and issues.
Key responsibilities:
- Monitor and adjust staffing requirements to meet KPIs while tracking adherence to schedules
- Support contact center operations by resolving routine and non-routine issues for various stakeholders
- Gather and input operational data to contribute to performance analysis and reporting
Required qualifications:
- Associates degree in Business Administration, Health Care Administration, Finance, Communications, Statistics, Mathematics, or a related field, or one year of relevant experience
- Knowledge of labor environment regulations and performance standards
- Proficiency in Microsoft Office applications
- Experience in customer service or a directly related field
- Ability to build relationships and collaborate effectively with team members
Complete Job Description
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