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 compliance and optimize service quality in a remote environment.
Key responsibilities:
- Monitor contact volume and staffing to meet performance metrics, making adjustments as necessary
- Track adherence to schedules and escalate staffing gaps due to absences or offline exceptions
- Gather and input operational data to support analysis and identify improvement opportunities
Required qualifications:
- Associate's degree in Business Administration, Health Care Administration, or a related field, or one year of relevant customer service experience
- Working knowledge of labor environment regulations and performance standards
- Experience with data analytics and business intelligence tools, preferably Excel
- Strong computer literacy and proficiency in Microsoft Office
- Ability to build relationships and communicate effectively with diverse stakeholders
Complete Job Description
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