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 assist in resolving customer issues while working remotely.
Key responsibilities:
- Monitor contact volumes and staffing to ensure adherence to KPIs and escalate staffing gaps as needed
- Support customers by providing information and resolving issues, collaborating with team members to address trends
- Gather and input operational data to contribute to performance analysis and report generation for team review
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 act with compassion in a customer service setting
- Experience with data analytics and business intelligence tools is preferred
Complete Job Description
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