Contact Center Specialist II, Workforce Management

Essential Responsibilities

• Listens to, addresses, and seeks performance feedback.
• Escalates issues or risks as appropriate; communicates progress and information.
• Supports the completion of priorities, deadlines, and expectations.
• Identifies and speaks up for ways to address improvement opportunities.
• Supports customers (e.g., internal stakeholders, members, patients, providers, doctors) with information and resources or directs them to the appropriate party, with minimal guidance.
• Tracks, escalates, and resolves routine and non-routine issues reported by a wide variety of customers (e.g., internal stakeholders, members, patients, providers, doctors), with some guidance.
• Leverages working knowledge of labor environment regulations, requirements, and contracts, performance standards, measures, and goals to provide consistently high performance.
• Gathers standard operational performance data and reports for review by team members.
• Gathers and inputs standard and nonstandard operational data to support contact center operations analysis, with limited guidance.
• Investigates standard service quality concerns submitted by members, internal KP staff, and external agencies; and remediates performance in response to quality concerns and guidance.

Minimum Qualifications

• Associates degree in Business Administration, Health Care Administration, Finance, Communications, Statistics, Mathematics, or related field OR Minimum one (1) year of experience in customer service or a directly related field.
• One (1) year experience working with Excel.
• One (1) year experience working with data analytics, business intelligence tools, and/or spreadsheet software (e.g., Excel, Cognos, Tableau).