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Contact Center Operations Specialist
hace 2 semanas
As a Contact Center Operations Specialist at Tebra, you will play a critical role in ensuring optimal service levels and efficiency in our contact centers. Your primary focus will be on monitoring and analyzing real-time metrics, including call volume, agent adherence, and service level targets.
You will proactively respond to fluctuations in call volume and make dynamic decisions to maintain optimal service levels. This may involve making real-time adjustments to schedules and staffing levels to ensure that we are meeting our customers' needs.
One of your key responsibilities will be to communicate with supervisors and team leads to address any deviations from schedules and implement corrective actions. You will also be responsible for generating and analyzing daily, weekly, and monthly reports on key performance metrics.
To be successful in this role, you will need to have strong analytical and problem-solving skills. You should be able to identify trends, patterns, and areas for improvement based on historical data and real-time observations.
You will work closely with operations, training, and other teams to understand business objectives and align real-time decisions accordingly. Your ability to effectively communicate with agents, supervisors, and management regarding real-time performance and schedule adjustments will be essential.
We are looking for someone who is detail-oriented, with a focus on accuracy and excellent communication and interpersonal skills. If you are eager to learn and grow within the role, we would love to hear from you.
Your Professional Qualifications
- Domain experience in either healthcare, technology, or both preferred but not required.
- +2 years experience in Contact centers.
- Strong analytical and problem-solving skills.
- Brief understanding of call center metrics and key performance indicators.
- Understanding of the importance of customer satisfaction and the impact on operational decisions.
- Ability to adapt to changing priorities and make real-time decisions.
- Effective collaboration skills to work with leadership and other departments.
- Ability to convey complex information in a straightforward manner.
- Detail-oriented with a focus on accuracy.
- Excellent communication and interpersonal skills.
- Eagerness to learn and grow within the role.
