Contact Center Specialist III, Workforce Management

Kaiser Permanente; Portland (OR); On-site; USD 65,000 - 90,000; Full time

Job summary

Kaiser Permanente in Portland, OR seeks a detail-oriented analyst to monitor contact center KPIs, staffing, and schedules, and to escalate gaps. The role collaborates with teams to forecast needs and implement improvements across systems and procedures.

The ideal candidate has an associate degree and at least 3 years in customer service or related fields, with strong data entry, MS Office, and analytics skills. Experience with Excel, Cognos, or Tableau is preferred.

Qualifications

• Associates degree with 3+ years in customer service or related field.
• Strong data entry and MS Office proficiency.
• Ability to analyze operational data and support improvements.

Responsibilities

• Maintain KPIs in contact center(s) and regions, monitor volumes and staffing.
• Track schedules, address gaps, and escalate staffing issues as needed.
• Share metrics with teams and stakeholders; ensure policy compliance.
• Collaborate on forecast adjustments and resource allocation.
• Identify technical issues and support training on software/procedures.
• Assist in tools maintenance and solution implementation.

Skills

Stress Tolerance

Compassion

Time Management

Quality Assurance

Member Service

Data Entry

Relationship Building

Work Process Design

Computer Literacy

Microsoft Office

Education

Associate degree in Business Administration or related field

Tools

Excel

Cognos

Tableau

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.

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 escalated 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).