Contact Center Specialist II
Job Summary
To support efficient contact center operations, the full-time Contact Center Specialist II will monitor performance metrics, manage staffing requirements, and collaborate with team members to ensure compliance and service quality while working remotely.
Key responsibilities:
- Monitor and adjust staffing levels to meet key performance indicators (KPIs) and track adherence to schedules
- Gather and analyze operational data to identify trends and support contact center performance improvements
- Assist internal stakeholders and customers by resolving issues and providing necessary information with minimal guidance
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
- Knowledge of labor environment regulations and performance standards
- Proficiency in Microsoft Office, particularly Excel
- Experience with data analytics or business intelligence tools is preferred
Complete Job Description
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