This position works onsite five days a week in our Northbrook, Illinois corporate office. Remote work is not an option.

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.
• Pay Rate: $23.00-$24.00 per hour

•  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