Contact Center Performance Specialist
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Job Description
Contact Center Performance Specialist operationalizing call center performance metrics and managing workforce planning. Primary focus on ensuring service levels and quality in patient access and care roles.
Responsibilities:
- Utilize call center management tools to monitor and manage real-time call queues and statistics
- Adjust real-time staffing resources to meet projected contact center needs
- Report and document call performance results and investigate complaints/issues
- Conduct quality assurance audits and develop standards for monitoring calls
- Maintain good working relationships with internal and external customers
Requirements:
- Associates degree or equivalent
- 3-4 years of experience in a service related industry
- Previous contact center and workforce planning and quality experience required
- Competent statistical understanding
- Knowledge of call center operations and real-time principles and strategies
- Strong analytical and critical thinking skills
- In-depth knowledge of operational procedures and quality improvement efforts
Benefits:
- Paid Time Off programs
- Health and welfare benefits such as medical, dental, vision, life, and Short- and Long-Term Disability
- Flexible Spending Accounts for eligible health care and dependent care expenses
- Family benefits such as adoption assistance and paid parental leave
- Defined contribution retirement plans with employer match and other financial wellness programs
- Educational Assistance Program
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