Contact Center Specialist IV

Job Description

The Contact Center Specialist IV role focuses on enhancing the effectiveness and efficiency of HR analyst and vendor agent teams within a dynamic contact center environment. This professional is tasked with designing and delivering comprehensive training programs tailored to optimize the use of content and resources, ensuring proficiency in handling inquiries. Through regular training sessions, development of educational materials, and one-on-one coaching, the consultant plays a pivotal role in upskilling staff to meet and exceed operational standards. Additionally, Contact Center Specialist IV collaborates closely with a team of managers and other key stakeholders to drive continuous improvement in content and processes. This involves conducting in-depth analyses of feedback from both HR analysts and customers, performing quality assurance audits, and spearheading initiatives that refine operational workflows. The role also encompasses managing the escalation process for a wide range of users and stakeholders, ensuring swift and effective resolution of complex issues. By leveraging data-driven insights for strategic projects, the consultant supports enhancements in agent performance and overall customer satisfaction, demonstrating a significant impact on the organization’s service delivery and success.                                                          

Essential Responsibilities                                                                           

• Training Program Design and Delivery: Develop and implement comprehensive training programs for HR analysts and vendor agents to ensure effective use of organizational content and resources. This includes creating training materials, conducting regular training sessions, and providing side-by-side coaching.
• Continuous Improvement Initiatives: Collaborate with contact center management and stakeholders to identify and address areas for content and process enhancements. Lead the development and implementation of continuous improvement initiatives based on thorough analysis of feedback from HR analysts and customers.
• Quality Assurance and Compliance: Conduct quality assurance audits to monitor and evaluate the adherence to established standards and procedures. Recommend and implement enhancements to improve content accuracy, process efficiency, and overall system effectiveness.
• Strategic Support and Analysis: Provide critical support on strategic projects by conducting root cause analysis on team and agent performance to pinpoint areas needing improvement. Gather, analyze, and present data related to content usage, agent performance, and customer satisfaction to inform decision-making.
• Escalation Process Management: Oversee and manage the escalation process for various users, including HR business partners, managers, and executives. Coordinate effectively with relevant stakeholders to ensure timely and efficient resolution of escalated issues, thereby maintaining high standards of service and support.                                                                                                                                                                                                               

Minimum Qualifications                                                                              

• Minimum one (1) year of experience in a lead role with or without direct reports.
• Bachelor’s degree in Business Administration, Health Care Administration, Finance, Communications, Statistics, Mathematics, or related field AND minimum five (5) years of customer service.
• In lieu of degree, additional three (3) years experience for a total of eight (8) years.                                                           

Additional Requirements                                                                           

• Experience in Training and Development: Proven ability to design and deliver training programs, preferably within a contact center or HR service environment. Experience in developing training materials, facilitating sessions, and providing hands-on coaching is essential.
• Strong Analytical and Problem-Solving Skills: Demonstrated experience in conducting root cause analysis and utilizing data to identify performance gaps and drive continuous improvement. The ability to analyze feedback and operational metrics to recommend effective process enhancements is critical.
• Stakeholder Collaboration: Excellent interpersonal and communication skills to collaborate with cross-functional teams, including contact center managers, HR partners, and executives. Experience in managing relationships with stakeholders to implement successful process improvements is highly valued.
• Escalation and Issue Resolution Expertise: Strong ability to manage escalated issues with efficiency and professionalism. The candidate should have experience coordinating with various stakeholders to ensure timely and satisfactory resolutions for complex or critical matters.
• Project Management Skills: Experience in supporting or leading strategic projects, particularly those focused on content and process optimization. The ability to manage multiple priorities, meet deadlines, and provide insights for operational improvements will be key to success in this role.                                                                                                                 

Preferred Qualifications                                                                                                                                               

• Two (2) years of experience in process improvement.
• Two (2) years of experience in an operations management role.
• Two (2) years of experience in quality management/improvement.
• Two (2) years of experience in a human resources or contact center role.
• One (1) year of experience in healthcare or another heavily regulated industry (e.g., banking).

Benefits

• Transportation.
• Life insurance.
• Medical insurance.
• Solidarity association.
• Growth plans.
• Additional days off.