Lead Contact Center Process Improvement

Job Summary

As a full-time remote Lead Contact Center Process Improvement Representative, the successful candidate will be responsible for real-time monitoring of call queues, analyzing call trends to optimize staffing, and providing updates and reports to management to enhance operational efficiency.

Key responsibilities

• Monitor real-time call queues and staffing across multiple lines of business
• Analyze call trends and make staffing adjustments as necessary
• Provide regular reporting and updates to call center management on performance metrics

Required qualifications

• Minimum of two years of call center experience
• Experience with call center tools such as Amazon, Verint, CMS, or IEX
• Strong analytical and problem-solving skills
• Intermediate expertise in Excel and PowerPoint
• Ability to work flexible hours, including extended nights and weekends as needed