Contact Center Specialist II
Job Summary
To support contact center operations, the full-time Contact Center Specialist II will manage key performance indicators (KPIs), monitor staffing requirements, and ensure compliance with policies while working remotely.
Key responsibilities
- Monitor contact volume and staffing to adjust resources and meet KPIs
- Track adherence to schedules and escalate staffing gaps due to absences
- Gather and analyze operational data to identify improvements and support training efforts
Required qualifications
- Associates degree in Business Administration, Health Care Administration, Finance, Communications, Statistics, Mathematics, or related field OR one (1) year of experience in customer service or a related field
- Knowledge of labor environment regulations and performance standards
- Experience with data analytics and business intelligence tools
- Proficiency in Microsoft Office, particularly Excel
- Strong relationship-building skills and the ability to act with compassion
Complete Job Description
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