Contact Center Specialist II

To ensure optimal performance in a remote environment, the full-time Contact Center Specialist II will manage key performance indicators (KPIs) by monitoring contact volumes, staffing needs, and operational metrics while supporting training efforts and addressing customer inquiries. Key responsibilities: Monitor and adjust staffing levels to meet KPIs and track adherence to schedules Support contact center operations by resolving customer issues and providing necessary information 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 experience Proficiency in Microsoft Office and data entry skills Ability to build relationships and work collaboratively with others Knowledge of labor environment regulations and performance standards Experience with data analytics and business intelligence tools is preferred