Contact Center Specialist II
Job Summary
To support contact center operations, the full-time Contact Center Specialist II will manage key performance indicators by monitoring contact volume and staffing requirements, tracking adherence to schedules, and collaborating with team members to address operational trends, all while working remotely.
Key responsibilities:
- Monitor and adjust staffing levels to meet KPIs and track adherence to schedules
- Support contact center services by resolving routine and non-routine issues for internal stakeholders and members
- Gather and input operational data to assist in contact center analysis and identify improvement opportunities
Required qualifications:
- Associate's degree in Business Administration, Health Care Administration, Finance, Communications, Statistics, Mathematics, or related field, or one year of relevant experience
- Proficiency in Microsoft Office and data entry skills
- Experience in customer service or a directly related field
Complete Job Description
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