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 ensure service quality while working remotely.
Key Responsibilities
- Monitor and adjust staffing levels to meet key performance indicators (KPIs) and track adherence to schedules
- Support contact center services by addressing customer inquiries and resolving routine and non-routine issues
- Gather and input operational data to contribute to contact center analysis and identify improvement opportunities
Required Qualifications
- Associate's degree in Business Administration, Health Care Administration, Finance, Communications, Statistics, Mathematics, or a related field, or one year of relevant customer service experience
- Knowledge of labor environment regulations and performance standards
- Proficiency in Microsoft Office and data entry skills
- Ability to build relationships and communicate effectively with diverse stakeholders
- Experience with data analytics and business intelligence tools is preferred
Complete Job Description
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