Contact Center Specialist II
Job Summary
To support effective contact center operations, the full-time Contact Center Specialist II will manage key performance indicators (KPIs), monitor staffing requirements, and ensure compliance with policies while working remotely.
Key responsibilities
- Monitor contact volume and staffing to meet KPIs, making necessary adjustments
- Collaborate with team members to analyze operational data and identify improvement opportunities
- Support customer interactions by addressing inquiries and resolving issues with minimal guidance
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 collaborate effectively with others
- Experience with data analytics and business intelligence tools is preferred
Complete Job Description
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