This position works onsite five days a week in our Northbrook, Illinois corporate office. Remote work is not an option.
Primary 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.
- Must be fluent in English and Spanish.
- 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.
- Health
- Vision
- Dental
- 401k
- PTO
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