Contact Center Specialist II

About the role

Job Summary: Provides customer service representation by supporting customers with information and resources or directing them to the appropriate party while following minimal guidance and tracking, escalating, and resolving routine and non-routine issues reported by internal customers, members, patients, providers, and doctors. Contributes to the development of contact center operational insights by gathering and inputting standard and nonstandard operational data to support analysis, with limited guidance, learning to identify operational improvements based on operations analysis results, and preparing operational reports and other analytical outputs for presentation to team members and leadership. Contributes to contact center service quality by investigating standard service quality concerns submitted by members, internal KP staff, and external agencies, follows limited guidance to monitor and flag communications for standard service quality standards and metrics, and remediating performance in response to quality concerns and guidance. Enables high performance contact center operations by leveraging working knowledge of performance standards, measures, and goals to provide consistently high performance and gathering standard operational performance data and reports for review by team members.

Primary Location: Washington,Renton,Renton Administration - Rainier. Department: Spokane Admin North - HP Mgr_M