Contact Center Performance Specialist - Remote

American Addiction Centers•Oak Brook, IL

3d•$25 - $38•Remote

About The Position

This role is responsible for monitoring and managing real-time call queues, wait times, service levels, and other call statistics using call center management tools. The specialist will review daily schedules to anticipate coverage issues and take appropriate actions to address staffing gaps. They will also communicate with marketing to plan staff levels for advertising campaigns and possess knowledge of all contact center software products, metrics, and reporting requirements. The position involves documenting and communicating proposed changes to meet departmental needs and adjusting real-time staff resources based on projected contact center volume. Additionally, the role includes accurately reporting and documenting call performance results, investigating and resolving complaints, reporting daily progress to management, and maintaining timely reporting of associate performance. The specialist will compile and analyze volume trend reports for call volume, staffing requirements, and budget planning, as well as other contact center activity reports, and prepare presentations. Identifying and recommending operational or scheduling improvements is also a key responsibility. In conjunction with the quality auditor, the specialist will develop standards and implement processes to monitor call recordings and assess operational procedures for quality improvement. They will conduct quality assurance audits to ensure adherence to health center guidelines, align internal processes with external customer feedback, and provide ongoing reporting and analysis of issues and trends. The role involves developing, implementing, and adhering to policies, procedures, and contact center standards, coordinating the development and implementation of procedures, and assuring adherence to Advocate Healthcare policies for data maintenance. Maintaining organized files and guiding group discussions are also part of the role. The specialist will establish and maintain good working relationships with internal and external customers, attend staff meetings, participate in the development of quality standards, and handle confidential material. Continuous improvement of technical and professional skills, staying current on emerging call center technology, and attending industry seminars are expected. Under supervision, the specialist will identify and recommend vendors for product demonstration and pricing, and provide quality customer service, sharing new information with staff.

Requirements

Previous experience in Forecasting and capacity planning.
1-2 years of experience in Realtime workforce management required.
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.
Demonstrates and applies a strong understanding of functional aspects of call center operations.
Strong analytical and critical thinking skills.
Possesses in-depth knowledge of real time principles and strategies, including real time agent skill-based routing, occupancy, shrinkage, contingency planning, and call routing.
Positive, enthusiastic, and helpful demeanor.
Organized and able to set and manage priorities.
Ability to use computer terminal for extended time frames.
Ability to work weekends, holidays, and different shifts in order to accommodate staffing.

Nice To Haves

Experience in programs like Genesis, NICE or tableau wanted!

Responsibilities

Utilizes call center management tools to monitor and manage real time call queues, wait times, service levels, abandonment rates, and other call statistics.
Reviews daily schedule to anticipate coverage issues and takes appropriate actions to staffing coverage gaps for the goal achievement of all departments.
Stays in constant communication with marketing to work in conjunction with the Workforce Analyst and contact center leadership to plan proper staff levels for system-wide and site specific advertising campaigns.
Possesses knowledge of all contact center software products, metrics, and reporting requirements.
Documents and communicates proposed changes in order to meet departmental needs.
Adjusts real time staff resources to meet projected contact center provided from the Workforce Analyst.
Accurately report and document call performance results.
Investigate complaints/issues and follow through to resolution.
Reports daily progress to the Contact Center Managers/Supervisors.
Maintain updated and timely reporting of associate performance and other performance related items.
Compile and analyze volume trend reports for call volume, staffing requirements and budget planning.
Compile and analyze other contact center activity reports and prepare presentations.
Identify and recommend operational or scheduling improvements.
In conjunction with the quality auditor, develops standards and implements processes to monitor call recording for incoming service calls and Web correspondence (including side by side monitoring).
Assesses and evaluates operational procedures and identifies and implements systemic quality improvement efforts.
Conducts quality assurance audits to ensure appropriate appointment scheduling, paging, messaging completed based on accepted health center guidelines.
Aligns internal processes with external customer feedback.
Provides ongoing reporting and analysis of issues and trends.
Develop, implement and adhere to policies, procedures and contact center standards.
Coordinates the development and implementation of procedures and standards.
Assures adherence to Advocate Healthcare policies and procedures for data maintenance, storage, and destruction.
Maintains organized files.
Develops and maintains the ability to guide group discussions, maintain stated objectives and challenge solutions that offer benefit to staff or organization.
Establishes and maintain good working relationships with both internal and external customers of the contact center.
Attends staff meetings and provide reports, assessments as required.
Participates in the development of quality standards and expectations.
Handles material of a confidential nature.
Continually improves technical and professional skills.
Keeps current on emerging call center technology, read industry newsletters, and explore technology websites for information.
Attends seminars hosted by the contact center industry.
Under the supervision of the contact center manager, identifies and recommends vendors for product demonstration and pricing.
Provides quality customer service.
Shares new information with staff.

Benefits

Comprehensive suite of Total Rewards: benefits and well-being programs
Competitive compensation
Generous retirement offerings
Programs that invest in your career development
Base compensation listed within the listed pay range based on factors such as qualifications, skills, relevant experience, and/or training
Premium pay such as shift, on call, and more based on a teammate's job
Incentive pay for select positions
Opportunity for annual increases based on performance
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