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 contact center services by: supporting customers (e.g., internal stakeholders, members, patients, providers, doctors) with information and resources or directing them to the appropriate party, with minimal guidance; and tracking, escalating, and resolving routine and non-routine issues reported by a wide variety of customers (e.g., internal stakeholders, members, patients, providers, doctors), with some guidance.
• Enables contact center operations by: leveraging working knowledge of labor environment regulations, requirements, and contracts, performance standards, measures, and goals to provide consistently high performance; and gathering standard operational performance data and reports for review by team members.
• Contributes to the development of contact center operational insights by: gathering and inputting standard and nonstandard operational data to support contact center operations analysis, with limited guidance; learning to identify operational improvements based on operations analysis results; and populating operational reports and other analytical outputs for presentation to team members and leadership.
• Contributes to contact center service quality and effectiveness by: investigating standard service quality concerns submitted by members, internal KP staff, and external agencies; and remediating 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

Additional Requirements

• Knowledge, Skills, and Abilities (KSAs): Acts with Compassion; Data Entry; Relationship Building; Computer Literacy; Microsoft Office

Preferred Qualifications

• 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)