Contact Center Specialist II, Workforce Management

Contact Center Specialist II, Workforce Management

This position is responsible for maintaining key performance indicators (KPIs) in a contact center(s) and/or region(s) by monitoring volume of contacts and staffing requirements and making adjustments to meet KPIs, with minimal guidance; tracking adherence to schedules and escalating any net staffing gaps caused by absences or offline exceptions; reviewing and sharing metrics with senior team members; ensuring all policies and procedures are contractually compliant; collaborating with team members to address trends and incorporating into future forecasts; monitoring offline activities and allocating resources; identifying and reporting technical issues related to systems; supporting the maintenance of tools and implementation of upgrades and/or solutions; and supporting training efforts on software and procedures.

Essential Responsibilities:

• Pursues effective relationships with others by sharing resources, information, and knowledge with coworkers and members. Listens to, addresses, and seeks performance feedback. Pursues self-development; acknowledges strengths and weaknesses based on career goals and takes appropriate development action to leverage / improve them. Adapts to and learns from change, challenges, and feedback; demonstrates flexibility in approaches to work. Assesses and responds to the needs of others to support a business outcome.
• Completes work assignments by applying up-to-date knowledge in subject area to meet deadlines; follows procedures and policies, and applies data and resources to support projects or initiatives with limited guidance and/or sponsorship. Collaborates with others to solve business problems; escalates issues or risks as appropriate; communicates progress and information. Supports the completion of priorities, deadlines, and expectations. Identifies and speaks up for ways to address improvement opportunities.
• Supports contact center services by: supporting customers (e.g., internal stakeholders, members, patients, providers, doctors) with information and resources or directing them to the appropriate party, with minimal guidance; and tracking, escalating, and resolving routine and non-routine issues reported by a wide variety of customers (e.g., internal stakeholders, members, patients, providers, doctors), with some guidance.
• Enables contact center operations by: leveraging working knowledge of labor environment regulations, requirements, and contracts, performance standards, measures, and goals to provide consistently high performance; and gathering standard operational performance data and reports for review by team members.
• Contributes to the development of contact center operational insights by: gathering and inputting standard and nonstandard operational data to support contact center operations analysis, with limited guidance; learning to identify operational improvements based on operations analysis results; and populating operational reports and other analytical outputs for presentation to team members and leadership.
• Contributes to contact center service quality and effectiveness by: investigating standard service quality concerns submitted by members, internal KP staff, and external agencies; and remediating performance in response to quality concerns and guidance.

Minimum Qualifications:

• Associates degree in Business Administration, Health Care Administration, Finance, Communications, Statistics, Mathematics, or related field OR Minimum one (1) year of experience in customer service or a directly related field.

Additional Requirements:

• Knowledge, Skills, and Abilities (KSAs): Acts with Compassion; Data Entry; Relationship Building; Computer Literacy; Microsoft Office

• One (1) year experience working with Excel.
• One (1) year experience working with data analytics, business intelligence tools, and/or spreadsheet software (e.g., Excel, Cognos, Tableau).