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 enhance service quality while working remotely.
Key responsibilities
- Monitor contact volume and staffing to ensure adherence to performance metrics
- Track and resolve routine and non-routine customer issues while providing support to internal stakeholders
- Gather and analyze operational data to identify improvement opportunities and support contact center analysis
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, particularly Excel
- Experience with data analytics or business intelligence tools
- Ability to build relationships and communicate effectively with diverse stakeholders
- Knowledge of labor environment regulations and performance standards
Complete Job Description
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