Contact Center Specialist II
Job Summary
To support efficient contact center operations, the full-time Contact Center Specialist II will monitor key performance indicators, manage staffing requirements, and address service quality concerns while working remotely.
Key responsibilities:
- Monitor contact volume and staffing needs to ensure adherence to KPIs and escalate staffing gaps as necessary
- Support customers by providing information and resolving issues, while collaborating with team members to improve service quality
- Gather and analyze operational data to identify trends and contribute to the development of operational insights
Required qualifications:
- Associates degree in Business Administration, Health Care Administration, Finance, Communications, Statistics, Mathematics, or related field, or one year of relevant customer service experience
- Proficient in Microsoft Office and data entry
- Ability to build relationships and act with compassion
- Experience working with data analytics and business intelligence tools is preferred
Complete Job Description
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