Contact Center Performance Specialist
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Job Description
Contact center performance specialist optimizing workforce management, reporting, and quality assurance for Advocate Health. Monitoring operations, staffing, analytics, and customer service performance.
Responsibilities:
- Utilize call center management tools to monitor and manage real-time call queues, wait times, service levels, abandonment rates, and other call statistics
- Review daily schedules and address staffing coverage gaps
- Coordinate with marketing, Workforce Analysts, and contact center leadership to plan staffing for advertising campaigns
- Adjust real-time staff resources to meet projected contact center needs
- Report and document call performance results
- Investigate complaints and issues through resolution
- Report daily progress to Contact Center Managers and Supervisors
- Maintain timely reporting on associate performance and related metrics
- Compile and analyze volume trends, staffing requirements, budget planning, and other contact center activity reports
- Prepare presentations and recommend operational or scheduling improvements
- Develop quality standards and monitor call recordings and web correspondence
- Conduct quality assurance audits of appointment scheduling, paging, and messaging
- Identify and implement systemic quality improvement efforts
- Provide ongoing reporting and analysis of issues and trends
- Develop, implement, and maintain policies, procedures, and contact center standards
- Coordinate procedure and standards development and implementation
- Maintain organized files and ensure adherence to data maintenance, storage, and destruction policies
- Guide group discussions and maintain stated objectives
- Establish working relationships with internal and external customers
- Attend staff meetings and provide required reports and assessments
- Participate in developing quality standards and expectations
- Handle confidential materials
- Maintain technical and professional skills and stay current on call center technology
- Attend industry seminars and identify vendors for demonstrations and pricing under manager supervision
- Provide quality customer service and share new information with staff
Requirements:
- Associate degree or equivalent 3–4 years of experience in a service-related industry
- Previous contact center experience required
- Workforce planning experience required
- Quality experience required
- Competent statistical understanding
- Strong understanding of call center operations
- Strong analytical and critical thinking skills
- In-depth knowledge of real-time principles and strategies, including skill-based routing, occupancy, shrinkage, contingency planning, and call routing
- Organized and able to set and manage priorities
- Ability to work weekends, holidays, and different shifts
- Ability to use a computer terminal for extended time frames
- Excellent interpersonal skills, diplomacy, and patience
- Ability to lift up to 20 pounds
Benefits:
- Comprehensive Total Rewards package
- Competitive compensation
- Generous retirement offerings
- Career development programs
- Premium pay such as shift and on-call pay
- Incentive pay for select positions
- Opportunity for annual performance-based increases
- Paid Time Off programs
- Medical, dental, vision, life, and short- and long-term disability benefits
- Flexible Spending Accounts for eligible health care and dependent care expenses
- Adoption assistance
- Paid parental leave
- Defined contribution retirement plans with employer match
- Financial wellness programs
- Educational Assistance Program
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