Senior Contact Center Workforce Management Specialist

Kaiser Permanente; Pleasanton (CA); On-site; USD 53,000 - 69,000; Part time

Job summary

Kaiser Permanente in Pleasanton, CA is seeking a part-time Contact Center Analyst responsible for maintaining KPIs across regions by monitoring contact volumes and staffing needs, adjusting schedules, and escalating gaps. You will track adherence, share metrics with the team, and ensure policy compliance while collaborating with stakeholders to forecast trends.

The role supports training on software, maintains tools, identifies issues, and proposes solutions.

Qualifications

• Associates degree in Business Administration, Health Care Administration, Finance, Communications, Statistics, Mathematics, or related field.
• 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.

Responsibilities

• Pursues effective relationships with others by proactively providing resources, information, advice, and expertise with coworkers and members.
• Completes work assignments autonomously by applying up-to-date expertise in subject area to generate creative solutions and ensure policies are followed.
• Supports contact center services by assisting customers with information and resources and directing them appropriately.
• Enables contact center operations by monitoring performance data and identifying areas for improvement.
• Contributes to development of operational insights by analyzing data and presenting findings to leadership.
• Investigates service quality concerns and recommends strategies to remedy issues.

Skills

Stress Tolerance

Compassion

Time Management

Quality Assurance

Member Service

Data Entry

Relationship Building

Microsoft Office

Computer Literacy

Education

Associate degree

Tools

Excel

Cognos

Tableau

Job description

Kaiser Permanente in Pleasanton, CA is seeking a part-time Contact Center Analyst responsible for maintaining KPIs across regions by monitoring contact volumes and staffing needs, adjusting schedules, and escalating gaps. You will track adherence, share metrics with the team, and ensure policy compliance while collaborating with stakeholders to forecast trends.

The role supports training on software, maintains tools, identifies issues, and proposes solutions.