Contact Center Performance Specialist

Job not on LinkedIn

🔥 16 hours ago

🌽 Illinois – Remote

🌽 Illinois – Remote

💵 $25 - $37 / hour

⏰ Full Time

🟢 Junior

📞 Call Center Representative

👻 Ghost score 0%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

Apply Now

Find Similar Remote Jobs

Set Up Email Alert For New Jobs

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume

Advocate Aurora Health

WebsiteLinkedInAll Job Openings

10,000+ employees

🏥 Healthcare

⚕️ Healthcare Insurance

💰 $10.2M Grant on 2019-08

Healthcare • Healthcare Insurance

Advocate Aurora Health is a leading healthcare organization that operates across various regions including Central Chicagoland, Central Wisconsin, Greater Milwaukee, and more. With a diverse range of career areas such as advanced practice clinicians, behavioral health, nursing, and more, Advocate Aurora Health is committed to helping people live well. The organization offers numerous benefits and opportunities for career advancement, fostering an environment where individuals can thrive and innovate in the healthcare sector. Advocate Aurora Health prioritizes the safety of its candidates and maintains a robust recruitment process to protect sensitive information.

📋 Description

• Utilize call center management tools to monitor and manage real-time call queues, wait times, service levels, abandonment rates, and other call statistics • Review daily schedules and address staffing coverage gaps • Coordinate with marketing, Workforce Analysts, and contact center leadership to plan staffing for advertising campaigns • Adjust real-time staff resources to meet projected contact center needs • Report and document call performance results • Investigate complaints and issues through resolution • Report daily progress to Contact Center Managers and Supervisors • Maintain timely reporting on associate performance and related metrics • Compile and analyze volume trends, staffing requirements, budget planning, and other contact center activity reports • Prepare presentations and recommend operational or scheduling improvements • Develop quality standards and monitor call recordings and web correspondence • Conduct quality assurance audits of appointment scheduling, paging, and messaging • Identify and implement systemic quality improvement efforts • Provide ongoing reporting and analysis of issues and trends • Develop, implement, and maintain policies, procedures, and contact center standards • Coordinate procedure and standards development and implementation • Maintain organized files and ensure adherence to data maintenance, storage, and destruction policies • Guide group discussions and maintain stated objectives • Establish working relationships with internal and external customers • Attend staff meetings and provide required reports and assessments • Participate in developing quality standards and expectations • Handle confidential materials • Maintain technical and professional skills and stay current on call center technology • Attend industry seminars and identify vendors for demonstrations and pricing under manager supervision • Provide quality customer service and share new information with staff

🎯 Requirements

• Associate degree or equivalent 3–4 years of experience in a service-related industry • Previous contact center experience required • Workforce planning experience required • Quality experience required • Competent statistical understanding • Strong understanding of call center operations • Strong analytical and critical thinking skills • In-depth knowledge of real-time principles and strategies, including skill-based routing, occupancy, shrinkage, contingency planning, and call routing • Organized and able to set and manage priorities • Ability to work weekends, holidays, and different shifts • Ability to use a computer terminal for extended time frames • Excellent interpersonal skills, diplomacy, and patience • Ability to lift up to 20 pounds

🏖️ Benefits

• Comprehensive Total Rewards package • Competitive compensation • Generous retirement offerings • Career development programs • Premium pay such as shift and on-call pay • Incentive pay for select positions • Opportunity for annual performance-based increases • Paid Time Off programs • Medical, dental, vision, life, and short- and long-term disability benefits • Flexible Spending Accounts for eligible health care and dependent care expenses • Adoption assistance • Paid parental leave • Defined contribution retirement plans with employer match • Financial wellness programs • Educational Assistance Program