Contact Center Specialist (State Based Exchange)

Contact Center Specialist

Under supervision, the Contact Center Specialist is responsible for managing and evaluating the Georgia Access for Business Service Center vendor's day-to-day operations to ensure compliance with performance standards, customer service expectations, and regulatory requirements.

Manage the Service Center's day-to-day operations, including conducting meetings with the vendor and managing the process for escalated inquiry resolutions.

Conduct complex reviews of inbound and outbound calls, emails, chats, and written communications to assess compliance with established scripts, policies, customer service standards, and technical accuracy.

Evaluate performance using standardized quality assurance scorecards and provide detailed documentation on findings to include Open Enrollment ramp-up.

Oversee performance improvement projects to include Open Enrollment initiatives based upon trends and escalations.

Identify high-risk interactions, recurring error patterns, and compliance issues requiring escalated review.

Analyze quality performance data and prepare summary of findings to identify trends, root causes, and opportunities for improvement.

Monitor and update service center Standard Operation Procedures (SOPs) to ensure that documentation is updated as processes are changed and improved.

Review and monitor Key Performance Indicators (KPIs) to track progress of consumer support issues and resolution.

Perform other duties as assigned.

High school diploma/GED and one (1) year of experience required at the lower level Prgm Consultant 1 (GSP090) or any other combination of education and professional experience that provides the requisite knowledge, skills and abilities to successfully perform the job.