Contact Center Specialist III, Workforce Management

About the role

This position maintains 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, tracking schedule adherence, and escalating staffing gaps caused by absences or offline exceptions. The role involves reviewing and sharing metrics with the team, ensuring contractual compliance with policies and procedures, collaborating with stakeholders to address trends and incorporate them into future forecasts, monitoring offline activities, allocating resources, identifying and reporting technical issues, participating in tool maintenance and solution implementation, and supporting training on software and procedures.

Responsibilities

• Proactively provide resources, information, advice, and expertise to coworkers and members; listen to, seek, and address performance feedback; mentor team members.
• Pursue self-development by creating plans to capitalize on strengths and address weaknesses; influence others through technical explanations and examples.
• Adapt to and learn from change, challenges, and feedback; demonstrate flexibility in work approaches; assist others in adapting to new tasks and processes.
• Support and respond to the needs of others to achieve business outcomes.
• Complete work assignments autonomously using up-to-date expertise to generate creative solutions; ensure adherence to procedures and policies; leverage data and resources to support projects or initiatives.
• Collaborate cross-functionally to solve business problems; escalate issues or risks as appropriate; communicate progress and information.
• Support, identify, and monitor priorities, deadlines, and expectations; implement improvement opportunities for the team.
• Support contact center services by assisting customers (e.g., internal stakeholders, members, patients, providers) with information and resources or directing them to the appropriate party; track and resolve routine, non-routine, and escalated issues.
• Enable contact center operations by leveraging knowledge of labor environment regulations, requirements, and contracts, performance standards, and goals to ensure high performance; monitor operational performance data to identify areas for improvement.
• Contribute to the development of contact center operational insights by analyzing operational data, identifying improvements, and interpreting reports for presentation to leadership.
• Contribute to contact center service quality and effectiveness by investigating service quality concerns and implementing strategies to address them.

Requirements

Minimum Qualifications:

• Associate’s degree in Business Administration, Health Care Administration, Finance, Communications, Statistics, Mathematics, or related field AND minimum three (3) years of customer service or a directly related field OR
• Minimum four (4) years of experience in customer service or a directly related field.

Skills

• Stress Tolerance
• Acts with Compassion
• Time Management
• Quality Assurance Process
• Member Service
• Data Entry
• Relationship Building
• Work Process Design
• Computer Literacy
• Microsoft Office

Preferred Qualifications

• Two (2) years of experience working with Excel.
• Two (2) years 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
• Day shift: Monday–Friday
• Working hours: 07:30 AM – 04:00 PM

Pay

Pay range: $32.16 - $41.62 per hour. Actual base pay determined at offer will be based on labor market data, internal alignment, and a candidate's years of relevant work experience, education, certifications, skills, and geographic location.

Work Setting

Flexible worker location must align with Kaiser Permanente's Authorized States policy.