Contact Center Operations Specialist

4 days ago


Olathe, Kansas, United States D.H. Pace Company, Inc. Full time
Job Overview

We are seeking a highly skilled Contact Center Operations Support Analyst to join our team in Olathe, KS.

This role is responsible for optimizing the Company's Contact Center operations by leveraging expertise in Workforce Management, Reporting and Analytics, and Knowledge Management.

  • Forecast & Schedule: Manage labor resources to ensure seamless Contact Center operations.
  • Dashboards & Reporting: Develop custom dashboards to track KPIs and inform data-driven decisions.
  • Collaborate & Communicate: Foster strong relationships with various teams to align initiatives with operational needs.
  • Maintain SOPs: Establish and maintain departmental Standard Operating Procedures.


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