Contact Center Specialist II, 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, with minimal guidance; tracking adherence to schedules and escalating any net staffing gaps caused by absences or offline exceptions; reviewing and sharing metrics with senior team members; ensuring all policies and procedures are contractually compliant; collaborating with team members to address trends and incorporating into future forecasts; monitoring offline activities and allocating resources; identifying and reporting technical issues related to systems; supporting the maintenance of tools and implementation of upgrades and/or solutions; and supporting training efforts on software and procedures.

Essential Responsibilities:


+ Pursues effective relationships with others by sha...

Ready to Apply?

Submit your application today and join our talented team at Kaiser Permanente.

Submit Application