Call Center Operations Specialist
4 weeks ago
Job Description
At USA Clinics Group, we are seeking a skilled Call Center Operations Specialist to join our team. The ideal candidate will have a strong analytical mindset and excellent communication skills.
Key Responsibilities
- Analyze and Improve Metrics
- Evaluate and enhance contact center performance and metrics to support internal and offshore strategies.
- Data Management
- Source and mine data to support strategic continuous improvement initiatives.
- Work Scheduling
- Generate and distribute weekly work schedules for call center representatives.
- Collaboration
- Work with key leaders and operational units to identify and address improvement opportunities and drive KPI performance.
Requirements
- Attention to Detail
- Ability to meticulously review and assess call quality, identifying areas for improvement.
- Strong Communication Skills
- Proficiency in articulating feedback clearly and professionally to call center agents.
- Analytical Skills
- Ability to analyze call data and performance metrics to identify trends and areas for improvement.
- Knowledge of Call Center Operations
- Understanding of call center workflows, metrics, and best practices.
- Technical Proficiency
- Familiarity with call recording and monitoring software, CRM systems, and other relevant tools.
- Training and Coaching Skills
- Experience in providing constructive feedback and training agents to improve performance.
Benefits
- Health
- Vision
- Dental
- 401k
- PTO
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