Contact Center Specialist III, Workforce Management

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, tracking schedule adherence, and escalating staffing gaps. Additional duties include reviewing and sharing metrics with the team, ensuring contractual compliance with policies and procedures, collaborating with stakeholders to address trends, monitoring offline activities, allocating resources, identifying and reporting technical issues, maintaining tools, implementing solutions, and supporting training efforts 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; 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 needed; communicate progress and information.
• Identify, monitor, and prioritize deadlines and expectations; implement improvements 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 reported by customers; follow procedures to escalate issues requiring additional review.
• Enable contact center operations by leveraging knowledge of labor regulations, performance standards, and goals to ensure high performance.
• Monitor operational performance data and reports to identify areas for improvement.
• Analyze operational data to provide insights; identify improvements based on analysis and apply best practices.
• Populate and interpret standard operational reports for presentation to team members and leadership.
• Investigate service quality concerns submitted by members, internal staff, or external agencies; recommend and implement strategies to address quality issues.

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).

Location & Schedule

Primary Location: Pleasanton, California (Pleasanton Tech Center Building E).

Scheduled Weekly Hours: 24

Shift: Day (flexible hours between 12:01 AM – 11:59 PM)

Workdays: Monday, Tuesday, Wednesday, Thursday, Friday, Saturday, Sunday

Job Schedule: Part-time

Worker Location: Flexible (employee location must align with Kaiser Permanente's Authorized States policy).

Travel: Yes, up to 10% of the time.

Work Setting: Flexible

Pay

Pay Range: $38.50 - $49.81 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.