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Jobs · Information Technology · California

Contact Center Specialist II, Workforce Management

Kaiser Permanente · Corona, CA · 2 wk ago
Information Technology$29.27–$37.86/hrFull-time

About the Role

This position is responsible for maintaining key performance indicators (KPIs) in a contact center(s) and/or region(s) by monitoring contact volume and staffing requirements, making adjustments to meet KPIs with minimal guidance. Additional duties include tracking schedule adherence, escalating staffing gaps, reviewing and sharing metrics with senior team members, ensuring contractual compliance with policies and procedures, collaborating on trend analysis for future forecasts, monitoring offline activities, allocating resources, identifying and reporting technical issues, supporting tool maintenance and upgrades, and contributing to training efforts on software and procedures.

Responsibilities

  • Pursue effective relationships by sharing resources, information, and knowledge with coworkers and members; address and seek performance feedback.
  • Engage in self-development by acknowledging strengths and weaknesses relative to career goals and taking action to improve.
  • Adapt to change, challenges, and feedback; demonstrate flexibility in work approaches.
  • Assess and respond to the needs of others to support business outcomes.
  • Complete work assignments using up-to-date subject-area knowledge, following procedures and policies, and applying data/resources to meet deadlines with limited guidance.
  • Collaborate with others to solve business problems, escalate issues or risks, and communicate progress.
  • Support the completion of priorities, deadlines, and expectations; identify and address improvement opportunities.
  • Support contact center services by assisting customers (e.g., internal stakeholders, members, patients, providers) with information or directing them appropriately, with minimal guidance.
  • Track, escalate, and resolve routine and non-routine customer issues with some guidance.
  • Enable contact center operations by leveraging knowledge of labor regulations, requirements, contracts, and performance standards to ensure high performance.
  • Gather standard operational performance data and reports for team review.
  • Contribute to contact center operational insights by gathering and inputting operational data to support analysis, identifying improvements, and populating reports for leadership.
  • Contribute to service quality and effectiveness by investigating service concerns and remediating performance issues based on guidance.

Requirements

  • Associate’s 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.

Skills

  • Acts with Compassion
  • Data Entry
  • Relationship Building
  • Computer Literacy
  • Microsoft Office

Preferred Qualifications

  • One (1) year of experience working with Excel.
  • One (1) year of experience working with data analytics, business intelligence tools, and/or spreadsheet software (e.g., Excel, Cognos, Tableau).

Schedule

  • Full-time, 40 hours per week.
  • Shift: Day, Monday through Friday.
  • Working Hours: 07:00 AM – 04:00 PM.

Pay

Pay Range: $29.27 - $37.86 per hour. Kaiser Permanente strives to offer a market-competitive total rewards package and is committed to pay equity and transparency. Actual base pay determined at offer will be based on labor market data, internal alignment, and a candidate's relevant work experience, education, certifications, skills, and geographic location.

Location

  • Primary Location: California, Corona (Corona Member Service Call Center).
  • Work Setting: Remote (worker location must align with Kaiser Permanente's Authorized States policy).
  • Travel: Yes, 10% of the time.

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