Contact Center Workforce Management - Full-time

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. • Pay Rate: $23.00-$24.00 per hour Requirements • 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. Benefits • Health • Vision • Dental • 401k • PTO 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. • Pay Rate: $23.00-$24.00 per hour Requirements • 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. Benefits • Health • Vision • Dental • 401k • PTO Apply Job! Apply to this Job