Contact Center Specialist II

To support contact center operations, the full-time Contact Center Specialist II will monitor key performance indicators, manage staffing requirements, and collaborate with team members to ensure compliance and operational effectiveness while working remotely. Key responsibilities: Monitor and adjust staffing levels to meet performance metrics and track adherence to schedules Support customers by resolving issues and providing information with minimal guidance Gather and analyze operational data to identify improvements and contribute to performance reports Required qualifications: Associate's degree in Business Administration, Health Care Administration, Finance, Communications, Statistics, Mathematics, or related field, or one year of relevant customer service experience Proficiency in Microsoft Office, particularly Excel Experience with data analytics or business intelligence tools Ability to build relationships and communicate effectively with diverse stakeholders Understanding of labor environment regulations and performance standards in a contact center setting