Contact Center Operations Support Specialist

Are you a problem-solver with a knack for data and love keeping things organized? Ready to take your skills in reporting, scheduling, and telecom admin to the next level? If so, we want YOU to join our vibrant team as a Contact Center Operations Support Specialist!

At FedPoint, we believe work should be as rewarding as it is fun. We’re all about building strong relationships and getting things done with a smile (even if it's behind a screen!). So, if you're ready to be a part of something awesome, keep reading!

What You’ll Do – A Day in the Life:

Reporting Rockstar (35%)

• Dive into data from multiple sources (think Nice CXone, Nice IEX, Email Tracking, and more) and create eye-popping reports and dashboards!
• Collaborate with your awesome teammates to track performance, spot trends, and make sure everything runs smoothly.
• Help us prep for key events like Open Season – it's your time to shine!

Scheduling & Telecom Superhero (30%)

• Keep things running smoothly by maintaining and checking schedules across multiple lines of business.
• Help track attendance, manage time-off requests, and solve scheduling puzzles (bonus points if you're a scheduling wizard!).
• Be the go-to backup for anything telecom-related – you'll be helping to keep the tech running flawlessly!

Real-Time Monitoring Champion (30%)

• You’ll use tools like Nice CXone and IEX to keep an eye on call volume and agent performance in real-time.
• Spot trends, make real-time adjustments, and ensure we stay on track. You’ll be the hero that keeps service levels in check and minimizes disruptions.

Seasonal Credentialing Guru (5%)

• Help manage seasonal credentialing to make sure our team has the access they need when they need it. During busy times, you’ll shine even brighter!

What We’re Looking For:

• Education: High school diploma or equivalent – but we care more about what you bring to the table!
• Skills: You should be great with Excel (intermediate level), and experience managing data sets from call center infrastructure (including “on prem”, “hosted”, and “cloud based” infrastructure models) preferred
• Tech-Savvy: Bonus if you’ve worked with SQL, Crystal Reports, or call center tech like NiceIEX or CXone
• Industry knowledge: Contact center, telephony or telecom engineering terms and technology knowledge preferred
• Data-Savvy: You know your way around a dataset, and can pull out the most important insights – and you’re ready to share them in a way everyone can understand!
• Performance pro: Exposure to performance measurements, such as KPIs and/or other quality assurance measurements and calculations a plus

Location: Portsmouth, NH

Schedule: Enjoy the perfect balance of in-office collaboration and remote work with a Hybrid schedule, plus the option to work from home a few days a week!

Compensation: The typical starting salary would be between $21-$25/hr, based on qualifications and experience as it relates to our requirements. This position is eligible for an annual discretionary employee bonus plan based on company metric performance as well as a full suite of benefits, listed below.

About FedPoint

FedPoint creates and operates digital benefits marketplaces that make it easy for our millions of federal and military customers to understand, select, and use their benefits. A subsidiary of John Hancock Life & Health Insurance Company, FedPoint was founded in 2002 and is headquartered in Portsmouth, NH. To learn more, visit fedpointusa.com.

Why Join Us?

At FedPoint, our mission is to create and deliver world-class benefits experiences for our customers, clients, and business partners.

We offer a dynamic work environment where innovation and collaboration are encouraged. You'll have the opportunity to make a significant impact while honing your skills and advancing your career.

In addition to working for a company with great people and an excellent reputation, what’s in it for you?

• Generous 401k plan: 100% match of employee's contribution, up to a maximum of 6% salary, vests immediately.
• Bonus Opportunity: Qualifying employees can earn up to 7% of their salary, based on company performance. (Inquire about eligibility with our recruiter)
• Lots of paid time off: 3 weeks’ vacation, 7 sick days, 3 personal days, and 12 paid holidays!
• Competitive benefits include health, dental, vision, disability, life, legal, flexible spending account (FSA) and Health Savings Account (HSA) options.
• 6 weeks fully-paid parental leave
• Tuition reimbursement program to support career goals.
• Corporate giving and matching gifts program.
• Volunteer program: Paid time off to volunteer and company-organized volunteering opportunities.
• A wide variety of personal, professional, and career development programs.
• Comprehensive wellness program offering a variety of resources and activities to help support your well-being in the following areas: career, financial, mental, emotional, physical, social and community.

All offers of employment with FedPoint are conditional upon satisfactory completion of a pre-employment background check.

FedPoint is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability. If you’d like to view a copy of the company’s affirmative action plan, policy statement or have a disability and you believe you need a reasonable accommodation in order to search for a job opening or to submit an online application, please call (603)433-4500. Equal Employment Opportunity Posters