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 ensure compliance with policies while working remotely.
Key responsibilities:
- Monitor contact volume and staffing to meet KPIs, making adjustments as necessary
- Track adherence to schedules and escalate staffing gaps due to absences or offline exceptions
- Gather and analyze operational data to provide insights and support contact center service quality
Required qualifications:
- Associate's degree in Business Administration, Health Care Administration, or related field, or one year of customer service experience
- Knowledge of labor environment regulations and performance standards
- Proficiency in Microsoft Office and data entry
- Experience with data analytics or business intelligence tools preferred
- Ability to build relationships and communicate effectively with diverse stakeholders
Complete Job Description
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