Contact Center Operations Support Specialist

6 days ago


Olathe, Kansas, United States DH Pace Full time
Job Summary

DH Pace Company, Inc. is seeking a highly skilled Contact Center Operations Support Analyst 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 excellence.

Key Responsibilities
  • Forecast & Schedule: Manage labor resources to ensure seamless contact center operations.
  • Dashboards & Reporting: Develop and maintain custom dashboards to track key performance indicators (KPIs) and inform data-driven decision-making.
  • Knowledge Management: Maintain and update our knowledge database to ensure our team has access to the information they need to excel.
  • Collaboration & Communication: Work closely with various teams to align initiatives with operational needs.
  • Maintain SOPs: Develop and uphold departmental Standard Operating Procedures.
  • Change Management: Communicate upcoming initiatives or product changes to the contact center team.
Requirements
  • Education: Bachelor's degree in business, statistics, or a related field.
  • Experience: At least 3 years of experience in Workforce Management or contact center operations.
  • Skills: Proficiency in WFM software, Excel, and strong communication skills.
  • Multi-tasker: Ability to juggle priorities in a fast-paced environment.
What We Offer
  • Competitive Compensation: Including annual performance evaluations.
  • Benefits: Medical, dental, and vision options, paid time off, paid holidays, floating holidays, and more.
  • 401k Retirement Plan: Including an employer match.
  • Company Paid Benefits: Life insurance, short-term disability, and long-term disability.

DH Pace Company, Inc. is an equal opportunity employer and welcomes applications from diverse candidates. If you are a motivated and detail-oriented professional looking to make a meaningful impact in our contact center operations, we encourage you to apply.



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