USA Vein Clinics, Vascular, Fibroid and Oncology Centers Is Hiring A Bilingual Call Center Workforce Scheduling Analyst (Spanish)

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

Requirements

• 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

Benefits

• Health
• Vision
• Dental
• 401k
• PTO