Sr. Contact Center Specialist
About The Position
The Senior Contact Center Specialist is a full-time senior individual contributor responsible for the design, delivery, and continuous improvement of Contact Center training, knowledge resources, and process excellence within HBO. The role develops training curriculum and materials, maintains talking points and the HBO knowledge library using evolving technology and knowledge-management platforms, supports representative onboarding and ongoing performance, partners with cross-functional leaders on process and technology enhancements, and uses operational data and reporting to drive measurable improvements. It also provides backup support to the HBO Supervisor and Process Analysts and partners with management on special projects and day-to-day Contact Center effectiveness. The position owns new-hire onboarding, ongoing skill development, refresher training, and knowledge-content governance. It coordinates quality reviews of calls and written inquiries, provides targeted coaching, and serves as a resource for complex questions. The specialist identifies operational root causes and improvement opportunities, works with department leaders and technology teams to test and launch changes, and reports on training, quality, knowledge accuracy, and process-improvement outcomes.
Requirements
- At least 5 years of progressive experience in a contact center, benefits administration, or related operations role, including hands-on experience developing and delivering training.
- Strong knowledge of contact center operations.
- Ability to independently build training materials, talking points, and knowledge resources, using generative AI and content platforms to work efficiently.
- Excellent verbal and written communication skills, including the ability to turn complex benefit and policy information into clear, usable content and talking points, with human review for accuracy.
- Advanced skills with Microsoft Office / Microsoft 365, including Word, Excel, PowerPoint, and Outlook.
- Comfort with knowledge-management systems, learning platforms, and AI tools such as generative AI, copilots, and content tools.
- Analytical ability to use data and AI insights to identify issues, measure training results, and recommend improvements.
- Practical AI skills, including writing effective prompts and reviewing AI-generated content for accuracy, appropriateness, and compliance.
- Strong attention to detail and commitment to accuracy and consistency.
- Ability to manage multiple priorities, meet deadlines, and work effectively in a fast-paced, high-volume environment with changing technology.
- Collaborative approach and ability to work with frontline staff, supervisors, and leaders across teams on process and technology projects.
- Ability to keep confidential and sensitive information secure and handle it professionally.
- Self-directed and proactive approach, taking ownership of work that builds team capability and improves operations.
Nice To Haves
- Bachelor’s degree.
- At least 2 years of experience in a lead, senior, or supervisory role.
- Experience owning training curriculum, knowledge-base content, or process-improvement work.
- Experience using operational data, AI tools, generative AI, or modern knowledge or learning platforms to improve processes and content.
- Familiarity with AI agent-assist tools, knowledge-management systems, or learning technologies used in contact centers.
Responsibilities
- Own and continuously improve the Contact Center training program, including new-hire onboarding, ongoing skill development, and refresher training.
- Design curriculum, learning paths, job aids, and practice scenarios using evolving technology and learning platforms.
- Identify training needs arising from policy, benefit, system, or process changes and deliver timely updates to representatives.
- Lead new-hire and ongoing training, track trainee progress through production readiness, and identify and close post-training gaps.
- Own and maintain the HBO knowledge library, including policies, procedures, FAQs, step-by-step guides, and reference materials.
- Update knowledge content when benefits, policies, rules, systems, or processes change, collaborating with other departments to verify information.
- Use modern knowledge platforms to draft, organize, tag, and maintain content so representatives can find reliable, current answers.
- Coordinate Contact Center quality reviews of calls and written inquiries for accuracy, consistency, and policy compliance, using AI transcription and scoring tools where available.
- Provide targeted coaching and feedback to representatives based on quality findings and performance data.
- Serve as a resource for complex questions about benefits, policies, procedures, processes, and technology.
- Review Contact Center data and quality trends to identify problems and opportunities and recommend and implement process and technology improvements.
- Identify root causes of recurring operational issues and develop, test, and implement solutions with appropriate stakeholders.
- Work with department leaders, business owners, and technology teams to suggest, design, test, and launch process and system changes.
- Lead or support testing, training, change communications, and rollouts for new systems, tools, technology features, and process changes.
- Develop and maintain reporting on training effectiveness, quality results, knowledge accuracy, and process-improvement outcomes, and present insights and recommendations to leadership.
- Provide backup support to the Supervisor and Process Analysts on operational initiatives and support department projects and other assigned priorities.
- Perform other duties as assigned.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
