Contact Center Operations Support Specialist - #19529378
Long Term Care Partners
The Contact Center Operations Support Specialist is responsible for working with inbound & outbound call, email, IVR, and other customer service related data across the contact centers to assist with creating scheduled and one time reports and other data driven artifacts. Additionally, this person is responsible for assisting with credentialing, real-time monitoring, and scheduling processes.
Intermediate level of proficiency with Microsoft Excel required. Excellent attention to detail. Ability to multi-task and handle additional responsibility as well as adapt quickly to changing priorities. Proven strong professional / client communication skills (interpersonal, telephone, and written) to work in partnership with internal and external stakeholders, and take responsibility to resolve issues and deliver reports that meet varied stakeholder needs. Self-directed with the ability to effectively work independently and take initiative, as well as be effective as a member of a small cohesive team. Must possess a high degree of tact, diplomacy and professionalism when dealing with co-workers and potential clients. Ability to work under pressure in a high call volume call center. Must uphold confidentiality. Ability to multi-task. Ability to identify and implement call center best practices and serve as a role model for the Customer Service Representatives. Ability to create and implement policies and standards aligned with the goals of the department. High school diploma or equivalent required.
Ability to identify and/or extract data to perform analysis and use data visualization to narrate findings preferred. Prior experience pulling, manipulating, integrating, and managing data sets from various call center infrastructure models (including "on prem", "hosted", and "cloud based" infrastructure models) preferred. Understanding of contact center industry, telephony or telecom engineering terms and technology preferred. Exposure to performance measurements, such as KPIs and/or other quality assurance measurements and calculations a plus. Exposure to SQL and Crystal Reports a plus.
FedPoint is an equal opportunity employer. Our company is a Vietnam Era Veterans' Readjustment Assistance Act (VEVRAA) federal contractor and committed to hiring veterans.