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 track adherence to schedules while working remotely.
Key responsibilities
- Monitor call volume and staffing to ensure KPIs are met, making necessary adjustments
- Collaborate with team members to analyze operational data and identify improvement opportunities
- Provide support to customers and resolve issues reported by various stakeholders
Required qualifications
- Associates degree in Business Administration, Health Care Administration, or related field, or one year of relevant 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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