Contact Center Performance Specialist - Remote

Major Responsibilities

• Previous experience in Forecasting and capacity planning.
• 1-2 years of experience in Realtime workforce management required.
• Experience in programs like Genesis, NICE or tableau wanted!

Personnel Resource Management

• 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. Takes the 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.

Call Reporting and Analysis

• 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.

Quality Assurance

• 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.

Data Source Development and Analysis

• 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.

Customer Relations

• 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.

Education/Experience 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.

Knowledge, Skills & Abilities Required

• 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.

Physical Requirements And Working Conditions

• Maintains high energy and a positive attitude.
• Demonstrates a personal commitment to promoting high performance.
• Thinks quickly and uses appropriate judgment.
• Possesses excellent interpersonal skills, diplomacy, and patience while interacting with customers and colleagues.
• Ability to use computer terminal for extended time frames.
• Ability to work weekends, holidays, and different shifts in order to accommodate staffing.
• Up to 20 pounds