Workforce Optimization Specialist

2 months ago


Northbrook, Illinois, United States USA Clinics Group Full time
Job Summary

USA Clinics Group is seeking a highly skilled Call Center Operations Manager to join our team. As a key member of our operations team, you will be responsible for analyzing and improving contact center performance and metrics to support our internal and offshore strategies.

Key Responsibilities
  • Performance Analysis: Evaluate and enhance contact center performance and metrics to drive business growth and improvement.
  • Data Management: Source and mine data to support strategic continuous improvement initiatives and inform business decisions.
  • Workforce Scheduling: Generate and distribute weekly work schedules for call center representatives to ensure optimal resource allocation.
  • Collaboration: Work closely with key leaders and operational units to identify and address improvement opportunities and drive key performance indicators (KPIs).
Requirements
  • Attention to Detail: Demonstrate meticulous review and assessment of call quality to identify areas for improvement.
  • Strong Communication Skills: Articulate feedback clearly and professionally to call center agents to drive performance improvement.
  • Analytical Skills: Analyze call data and performance metrics to identify trends and areas for improvement.
  • Knowledge of Call Center Operations: Possess a deep 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: Provide constructive feedback and training to agents to improve performance and drive business results.
Benefits
  • Comprehensive health insurance
  • Vision and dental coverage
  • 401(k) retirement plan
  • Generous paid time off (PTO)


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