Contact Center Specialist I

Job Summary

Contributes to the development of contact center operational insights by gathering and inputting standard operational data, analyzing contact center operational efficiency, and assisting in the preparation of operational reports and analytical outputs for team members. Contributes to contact center service quality and effectiveness by gathering information to support the investigation of service quality concerns, both from members and internal/external parties. Learns how to address performance issues and follow guidance to improve service quality. Supports contact center services by assisting customers (internal stakeholders, members, patients, providers, doctors) with information and resources, or guiding them to the appropriate party. Follows detailed instructions and well-defined procedures to track, escalate, and resolve routine issues, questions, and requests reported by a diverse range of customers. Enables contact center operations by utilizing basic knowledge of labor environment regulations, requirements, and contracts, as well as performance standards, measures, and goals. Gathers basic operational performance data and reports for review by team members.

Essential Responsibilities

• Pursues effective relationships with others by sharing information with coworkers and members. Listens to and addresses performance feedback. Pursues self-development; acknowledges strengths and weaknesses, and takes action. Adapts to and learns from change, challenges, and feedback. Responds to the needs of others to support a business outcome.
• Completes routine work assignments by following procedures and policies and using data, and resources with oversight and management. Collaborates with others to address business problems; escalates issues or risks as appropriate; communicates progress and information. Adheres to established priorities, deadlines, and expectations. Identifies and speaks up for improvement opportunities.
• 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, using detailed instructions; and following well-defined procedures to track, escalate, and resolve routine issues, questions, requests reported by a wide variety of customers (e.g., internal stakeholders, members, patients, providers, doctors), with guidance.
• Enables contact center operations by: leveraging basic knowledge of labor environment regulations, requirements, and contracts, performance standards, measures, and goals to provide consistently high performance; and gathering basic operational performance data and reports for review by team members.
• Contributes to the development of contact center operational insights by: gathering and inputting standard operational data to support contact center operations analysis, using detailed instructions; learning about contact center operational efficiency; and assisting in the population of operational reports and other analytical outputs for presentation to team members.
• Contributes to contact center service quality and effectiveness by: gathering information to support team members in the investigation of standard service quality concerns submitted by members, internal KP staff, and external agencies; and learning to remediate performance in response to quality concerns and guidance.

Minimum Qualifications

• High School Diploma or GED, or equivalent OR Minimum one (1) year experience working in a corporate or business office environment.

Additional Requirements

• Knowledge, Skills, and Abilities (KSAs): Acts with Compassion; Data Entry; Relationship Building; Computer Literacy; Microsoft Office