What are the responsibilities and job description for the Bilingual Call Center Workforce Management (Spanish) position at USA Vein Clinics, Vascular, Fibroid and Oncology Centers?
This position works onsite five days a week in our Northbrook, Illinois corporate office. Remote work is not an option.
Primary Responsibilities:
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
- Must be fluent in English and Spanish.
- 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
- Health
- Vision
- Dental
- 401k
- PTO
