Contact Center Specialist III, Workforce Management

Job Summary:

In addition to the responsibilities listed below, this position is responsible for maintaining key performance indicators (KPIs) in a contact center(s) and/or region(s) by monitoring volume of contacts and staffing requirements and making adjustments to meet KPIs; tracking adherence to schedules and escalating any net staffing gaps caused by absences or offline exceptions; reviewing and sharing metrics with team; monitoring and ensuring all policies and procedures are contractually compliant; collaborating with team and stakeholders to address trends and incorporating into future forecasts; monitoring offline activities and allocating resources; identifying and reporting technical issues related to systems; participating in the maintenance of tools and implementation of solutions; and supporting training efforts on software and procedures.

Essential Responsibilities:

• Pursues effective relationships with others by proactively providing resources, information, advice, and expertise with coworkers and members. Listens to, seeks, and addresses performance feedback; provides mentoring to team members. Pursues self-development; creates plans and takes action to capitalize on strengths and develop weaknesses; influences others through technical explanations and examples. Adapts to and learns from change, challenges, and feedback; demonstrates flexibility in approaches to work; helps others adapt to new tasks and processes. Supports and responds to the needs of others to support a business outcome.
• Completes work assignments autonomously by applying up-to-date expertise in subject area to generate creative solutions; ensures all procedures and policies are followed; leverages an understanding of data and resources to support projects or initiatives. Collaborates cross-functionally to solve business problems; escalates issues or risks as appropriate; communicates progress and information. Supports, identifies, and monitors priorities, deadlines, and expectations. Identifies, speaks up, and implements ways to address improvement opportunities for team.
• Supports contact center services by: supporting customers (e.g., internal stakeholders, members, patients, providers, doctors) with information and resources or directing them to the appropriate party, independently; and tracking and resolving routine, non-routine, and/or escalated issues reported by a wide variety of customers (e.g., internal stakeholders, members, patients, providers, doctors) as well as following procedures to escalate issues requiring additional review to senior team members.
• Enables contact center operations by: leveraging comprehensive foundational knowledge of labor environment regulations, requirements, and contracts, performance standards, measures, and goals to provide consistently high performance; and monitoring standard and nonstandard operational performance data and reports to identify areas for performance improvements.
• Contributes to the development of contact center operational insights by: analyzing basic operational data to provide contact center operations analysis insights; identifying operational improvements based on operations analysis results and learning best practices to apply solutions; and populating and interpreting standard operational reports and other analytical outputs for presentation to team members and leadership.
• Contributes to contact center service quality and effectiveness by: investigating standard and nonstandard service quality concerns submitted by members, internal KP staff, and any external agencies; and making recommendations and implementing strategies to remedy contact center quality concerns.