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Contact Center Operations Support Specialist

4 weeks ago

Olathe, Kansas, United States DH Pace Full time
Contact Center Operations Support Role

DH Pace Company, Inc. is seeking a skilled Contact Center Operations Support professional to join our team in Olathe, KS. As a key member of our Contact Center operations team, you will play a vital role in optimizing our Contact Center operations, leveraging expertise in Workforce Management, Reporting and Analytics, and Knowledge Management to drive performance.

Key Responsibilities:
  • Manage labor resources to ensure seamless Contact Center operations
  • Create custom dashboards to track key performance indicators (KPIs) and inform data-driven decisions
  • Maintain and update our knowledge database to ensure our team has access to relevant information
  • Collaborate with various teams to align initiatives with operational needs
  • Develop and maintain departmental Standard Operating Procedures
  • Communicate upcoming initiatives and product changes to the Contact Center team
Requirements:
  • Bachelor's degree in business, statistics, or a related field
  • At least 3 years of experience in Workforce Management or contact center operations
  • Proficiency in WFM software, Excel, and strong communication skills
  • Ability to multitask in a fast-paced environment
What We Offer:
  • Competitive compensation package, including annual performance evaluations
  • 401k retirement plan with employer match
  • Medical, dental, and vision options available on the 1st day of the month following your start date
  • Paid time off plan, including 13 days accrued annually during your 1st year and 16 days accrued during your 2nd year
  • Paid holidays, including New Year's Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day, and Christmas Day
  • Floating holidays, up to 2 per year

At DH Pace Company, Inc., we value our employees and strive to create a supportive and innovative work environment. If you're passionate about optimizing processes and enhancing customer experiences, we encourage you to apply for this exciting opportunity.