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 ensure compliance with policies while working remotely.
Key responsibilities:
- Monitor contact volume and staffing to meet KPIs, making necessary adjustments
- Track adherence to schedules and escalate staffing gaps caused by absences
- Gather and input operational data to support analysis and reporting for team members
Required qualifications:
- Associate's degree in Business Administration, Health Care Administration, or a related field, or one year of relevant customer service experience
- Proficiency in Microsoft Office, particularly Excel
- Experience with data analytics or business intelligence tools
- Ability to build relationships and collaborate effectively with team members
- Knowledge of labor environment regulations and performance standards
Complete Job Description
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