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Contact Center Performance Specialist

Req #:  118198
Facility:  Advocate Medical Group
Department:  NonClinical Support/Customer Service/Clerical Admi
City:  Rosemont
Posting Budget Status:  Day/PM
Shift Type:  Full Time - Permanent
Posting FTE:  1

Shifts: 8:30am to 5pm, Tues - Saturday. Flexibility to cover other shifts as needed.

Position 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.
Demonstrates and applies a strong understanding of func~tional aspects of call center operations.
Strong analytical and critical thinking skills.
Possesses in~depth knowledge of real time principles and strategies, including real time agent skill~based routing, occupancy, shrinkage, contingency planning, and call routing.
Positive, enthusiastic, and helpful demeanor.
Organized and able to set and manage priorities.

 

Maintains high energy and a positive attitude.
Demonstrates a personal commitment to promoting high performance.
Thinks quickly and uses appropriate judgment.
Possesses excellent interper~sonal skills, diplomacy, and patience while interacting with customers and colleagues.
Ability to use computer terminal for extended time frames.
Ability to work weekends, holidays, and different shifts in order to accommodate staffing

Maintains high energy and a positive attitude.
Demonstrates a personal commitment to promoting high performance.
Thinks quickly and uses appropriate judgment.
Possesses excellent interpersonal skills, diplomacy, and patience while interacting with customers and colleagues.
Ability to use computer terminal for extended time frames.

Purpose:
This role is responsible for providing performance analysis to monitor and ensure contact center service levels are consistently met. Major responsibilities include analyzing real time adherence data, researching performance issues, ensuring proper staff skilling in InContact and NICE, identifying areas of improvement, and adjusting associate schedules to meet the call center service standards. Performing call quality monitoringas well as providing reporting needs to support and drive improved performance for all departments within the contact center.

Accountabilities:
Personnel Resource Management
Data Source Development and Analysis
Customer Relations
Call Reporting and Analysis
Quality Assurance


Nearest Major Market: Chicago