Contact Center Specialist II, Workforce Management
- Pursues effective relationships with others by sharing resources, information, and knowledge with coworkers and members. Listens to, addresses, and seeks performance feedback. Pursues self-development; acknowledges strengths and weaknesses based on career goals and takes appropriate development action to leverage / improve them. Adapts to and learns from change, challenges, and feedback; demonstrates flexibility in approaches to work. Assesses and responds to the needs of others to support a business outcome.
- Completes work assignments by applying up-to-date knowledge in subject area to meet deadlines; follows procedures and policies, and applies data and resources to support projects or initiatives with limited guidance and/or sponsorship. Collaborates with others to solve business problems; escalates issues or risks as appropriate; communicates progress and information. Supports the completion of priorities, deadlines, and expectations. Identifies and speaks up for ways to address improvement opportunities.
- Supports contact center services by: supporting customers (e.g., internal stakeholders, members, patients, providers, doctors) with information and resources or directing them to the appropriate party, with minimal guidance; and tracking, escalating, and resolving routine and non-routine issues reported by a wide variety of customers (e.g., internal stakeholders, members, patients, providers, doctors), with some guidance.
- Enables contact center operations by: leveraging working knowledge of labor environment regulations, requirements, and contracts, performance standards, measures, and goals to provide consistently high performance; and gathering standard operational performance data and reports for review by team members.
- Contributes to the development of contact center operational insights by: gathering and inputting standard and nonstandard operational data to support contact center operations analysis, with limited guidance; learning to identify operational improvements based on operations analysis results; and populating operational reports and other analytical outputs for presentation to team members and leadership.
- Contributes to contact center service quality and effectiveness by: investigating standard service quality concerns submitted by members, internal KP staff, and external agencies; and remediating performance in response to quality concerns and guidance.
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