Contact Center Specialist II
Job Summary
To support contact center operations, the full-time Contact Center Specialist II will monitor key performance indicators, manage staffing requirements, and ensure compliance with policies while working remotely.
Key responsibilities:
- Monitor contact volume and staffing, making adjustments to meet KPIs and addressing any staffing gaps
- Support internal and external customers by resolving routine and non-routine issues, providing information, and directing inquiries appropriately
- Gather and analyze operational data to identify improvements and contribute to service quality and effectiveness
Required qualifications:
- Associates degree in Business Administration, Health Care Administration, Finance, Communications, Statistics, Mathematics, or related field, or one year of relevant experience
- Proficiency in Microsoft Office and data entry skills
- Experience in customer service or a directly related field
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