Contact Center Performance Specialist
Advocate Aurora Health
full-time
Posted on:
Location Type: Remote
Location: Illinois • United States
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Salary
💰 $25 - $38 per hour
About the role
- Utilize call center management tools to monitor and manage real-time call queues and statistics
- Adjust real-time staffing resources to meet projected contact center needs
- Report and document call performance results and investigate complaints/issues
- Conduct quality assurance audits and develop standards for monitoring calls
- Maintain good working relationships with internal and external customers
Requirements
- Associates degree or equivalent
- 3-4 years of experience in a service related industry
- Previous contact center and workforce planning and quality experience required
- Competent statistical understanding
- Knowledge of call center operations and real-time principles and strategies
- Strong analytical and critical thinking skills
- In-depth knowledge of operational procedures and quality improvement efforts
Benefits
- Paid Time Off programs
- Health and welfare benefits such as medical, dental, vision, life, and Short- and Long-Term Disability
- Flexible Spending Accounts for eligible health care and dependent care expenses
- Family benefits such as adoption assistance and paid parental leave
- Defined contribution retirement plans with employer match and other financial wellness programs
- Educational Assistance Program
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
call center management toolsreal-time call queue managementquality assurance auditsstatistical analysisoperational proceduresquality improvement
Soft Skills
analytical skillscritical thinkingrelationship management
Certifications
Associates degree