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 address trends while working remotely.
Key responsibilities:
- Monitor contact volume and staffing needs to ensure adherence to KPIs and escalate staffing gaps
- Support customers by providing information and resolving routine and non-routine issues
- Gather and input operational data to assist in contact center analysis and reporting
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
- Proficiency in Microsoft Office and data entry skills
- Ability to build relationships and act with compassion
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