Contact Center Specialist III, Workforce Management

Kaiser Permanente Northwest; Portland (OR); On-site; USD 44,000 - 57,000; Full time

Job summary

Kaiser Permanente Northwest is seeking a Workforce Analytics professional in Portland, OR to monitor contact center KPIs, staffing, and scheduling adherence. You will analyze data, share insights with leaders, and help forecast demand while supporting tool maintenance and staff training.

Responsibilities include cross-functional collaboration, resource allocation, and ensuring policy compliance across regions. This is a full-time, on-site opportunity with a flexible worker location.

Qualifications

• Associates degree in Business Administration, Health Care Administration, Finance, Communications, Statistics, Mathematics, or related field OR minimum four years of customer service experience.
• KSAs: stress tolerance; compassion; time management; quality assurance; member service.
• Data entry; relationship building; work process design; computer literacy; Microsoft Office.

Responsibilities

• Maintains KPIs in contact centers by monitoring volume and staffing and adjusting to meet KPIs.
• Tracks adherence to schedules, escalates staffing gaps due to absences or offline events.
• Reviews and shares metrics with the team and stakeholders; ensures policy compliance.
• Collaborates to address trends and incorporate into forecasts and resource allocation.
• Identifies and reports technical issues; supports tools maintenance and solution implementation.
• Supports training efforts on software and procedures.

Job description

Job Summary

In addition to the responsibilities listed below, this position is responsible for maintaining key performance indicators (KPIs) in a contact center(s) and/or region(s) by monitoring volume of contacts and staffing requirements and making adjustments to meet KPIs; tracking adherence to schedules and escalating any net staffing gaps caused by absences or offline exceptions; reviewing and sharing metrics with team; monitoring and ensuring all policies and procedures are contractually compliant; collaborating with team and stakeholders to address trends and incorporating into future forecasts; monitoring offline activities and allocating resources; identifying and reporting technical issues related to systems; participating in the maintenance of tools and implementation of solutions; and supporting training efforts on software and procedures.

• Pursues effective relationships with others by proactively providing resources, information, advice, and expertise with coworkers and members. Listens to, seeks, and addresses performance feedback; provides mentoring to team members. Pursues self-development; creates plans and takes action to capitalize on strengths and develop weaknesses; influences others through technical explanations and examples. Adapts to and learns from change, challenges, and feedback; demonstrates flexibility in approaches to work; helps others adapt to new tasks and processes. Supports and responds to the needs of others to support a business outcome.
• Completes work assignments autonomously by applying up-to-date expertise in subject area to generate creative solutions; ensures all procedures and policies are followed; leverages an understanding of data and resources to support projects or initiatives. Collaborates cross-functionally to solve business problems; escalates issues or risks as appropriate; communicates progress and information. Supports, identifies, and monitors priorities, deadlines, and expectations. Identifies, speaks up, and implements ways to address improvement opportunities for team.
• 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, independently; and tracking and resolving routine, non-routine, and/or escalated issues reported by a wide variety of customers (e.g., internal stakeholders, members, patients, providers, doctors) as well as following procedures to elevate issues requiring additional review to senior team members.
• Enables contact center operations by: leveraging comprehensive foundational knowledge of labor environment regulations, requirements, and contracts, performance standards, measures, and goals to provide consistently high performance; and monitoring standard and nonstandard operational performance data and reports to identify areas for performance improvements.
• Contributes to the development of contact center operational insights by: analyzing basic operational data to provide contact center operations analysis insights; identifying operational improvements based on operations analysis results and learning best practices to apply solutions; and populating and interpreting standard operational reports and other analytical outputs for presentation to team members and leadership.
• Contributes to contact center service quality and effectiveness by: investigating standard and nonstandard service quality concerns submitted by members, internal KP staff, and any external agencies; and making recommendations and implementing strategies to remedy contact center quality concerns.

Job Summary

In addition to the responsibilities listed below, this position is responsible for maintaining key performance indicators (KPIs) in a contact center(s) and/or region(s) by monitoring volume of contacts and staffing requirements and making adjustments to meet KPIs; tracking adherence to schedules and escalating any net staffing gaps caused by absences or offline exceptions; reviewing and sharing metrics with team; monitoring and ensuring all policies and procedures are contractually compliant; collaborating with team and stakeholders to address trends and incorporating into future forecasts; monitoring offline activities and allocating resources; identifying and reporting technical issues related to systems; participating in the maintenance of tools and implementation of solutions; and supporting training efforts on software and procedures.

Essential Responsibilities

• Pursues effective relationships with others by proactively providing resources, information, advice, and expertise with coworkers and members. Listens to, seeks, and addresses performance feedback; provides mentoring to team members. Pursues self-development; creates plans and takes action to capitalize on strengths and develop weaknesses; influences others through technical explanations and examples. Adapts to and learns from change, challenges, and feedback; demonstrates flexibility in approaches to work; helps others adapt to new tasks and processes. Supports and responds to the needs of others to support a business outcome.
• Completes work assignments autonomously by applying up-to-date expertise in subject area to generate creative solutions; ensures all procedures and policies are followed; leverages an understanding of data and resources to support projects or initiatives. Collaborates cross-functionally to solve business problems; escalates issues or risks as appropriate; communicates progress and information. Supports, identifies, and monitors priorities, deadlines, and expectations. Identifies, speaks up, and implements ways to address improvement opportunities for team.
• 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, independently; and tracking and resolving routine, non-routine, and/or escalated issues reported by a wide variety of customers (e.g., internal stakeholders, members, patients, providers, doctors) as well as following procedures to escalte issues requiring additional review to senior team members.
• Enables contact center operations by: leveraging comprehensive foundational knowledge of labor environment regulations, requirements, and contracts, performance standards, measures, and goals to provide consistently high performance; and monitoring standard and nonstandard operational performance data and reports to identify areas for performance improvements.
• Contributes to the development of contact center operational insights by: analyzing basic operational data to provide contact center operations analysis insights; identifying operational improvements based on operations analysis results and learning best practices to apply solutions; and populating and interpreting standard operational reports and other analytical outputs for presentation to team members and leadership.
• Contributes to contact center service quality and effectiveness by: investigating standard and nonstandard service quality concerns submitted by members, internal KP staff, and any external agencies; and making recommendations and implementing strategies to remedy contact center quality concerns.

Minimum Qualifications

• Associates degree in Business Administration, Health Care Administration, Finance, Communications, Statistics, Mathematics, or related field AND minimum three (3) years of customer service or a directly related field OR Minimum four (4) years of experience in customer service or a directly related field.

Additional Requirements

• Knowledge, Skills, and Abilities (KSAs): Stress Tolerance; Acts with Compassion; Time Management; Quality Assurance Process; Member Service; Data Entry; Relationship Building; Work Process Design; Computer Literacy; Microsoft Office

Preferred Qualifications

• Two (2) years experience working with Excel.
• Two (2) years experience working with data analytics, business intelligence tools, and/or spreadsheet software (e.g., Excel, Cognos, Tableau).

Primary Location

Oregon,Portland,Nicolai Service Center

Scheduled Weekly Hours

40

Shift

Day

Workdays

Mon, Tue, Wed, Thu, Fri

Working Hours Start

07:30 AM

Working Hours End

04:00 PM

Job Schedule

Full-time

Job Type

Standard

Worker Location

Flexible

Employee Status

Regular

Employee Group/Union Affiliation

NUE-PO-01|NUE|Non Union Employee

Job Level

Individual Contributor

Department

Po/Ho Corp - MOC Workforce Analytics - 0308

Pay Range

$32.16 - $41.62 / hour

Kaiser Permanente strives to offer a market competitive total rewards package and is committed to pay equity and transparency. The posted pay range is based on possible base salaries for the role and does not reflect the full value of our total rewards package. Actual base pay determined at offer will be based on labor market data, internal alignment, and a candidate's years of relevant work experience, education, certifications, skills, and geographic location.

Travel

No

Work Setting

Flexible

Worker location must align with Kaiser Permanente's Authorized States policy.

Kaiser Permanente is an equal opportunity employer committed to fair, respectful, and inclusive workplaces. Applicants will be considered for employment without regard to race, religion, sex, age, national origin, disability, veteran status, or any other protected characteristic or status.