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Contact Center Specialist II, Workforce Management

Kaiser Permanente

Fontana, CA

Full-Time

Contact Center Specialist II, Workforce Management

Kaiser Permanente

Fontana, CA

Full-Time

Jun 06, 2025

Healthcare Services

Job Description

Job Summary:
In addition to the responsibilities listed below, this position is responsible for maintaining key performance indicators (KPIs) in a contact center(s) and/or region(s) by monitoring volume of contacts and staffing requirements and making adjustments to meet KPIs, with minimal guidance; tracking adherence to schedules and escalating any net staffing gaps caused by absences or offline exceptions; reviewing and sharing metrics with senior team members; ensuring all policies and procedures are contractually compliant; collaborating with team members to address trends and incorporating into future forecasts; monitoring offline activities and allocating resources; identifying and reporting technical issues related to systems; supporting the maintenance of tools and implementation of upgrades and/or solutions; and supporting training efforts on software and procedures.

Essential Responsibilities:

Pursues effective relationships with others by sharing resources, information, and knowledge with coworkers and members. Listens to, addresses, and seeks performance feedback. Pursues self-development; acknowledges strengths and weaknesses based on career goals and takes appropriate development action to leverage / improve them. Adapts to and learns from change, challenges, and feedback; demonstrates flexibility in approaches to work. Assesses and responds to the needs of others to support a business outcome.

Completes work assignments by applying up-to-date knowledge in subject area to meet deadlines; follows procedures and policies, and applies data and resources to support projects or initiatives with limited guidance and/or sponsorship. Collaborates with others to solve business problems; escalates issues or risks as appropriate; communicates progress and information. Supports the completion of priorities, deadlines, and expectations. Identifies and speaks up for ways to address 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, with minimal guidance; and tracking, escalating, and resolving routine and non-routine issues reported by a wide variety of customers (e.g., internal stakeholders, members, patients, providers, doctors), with some guidance.

Enables contact center operations by: leveraging working knowledge of labor environment regulations, requirements, and contracts, performance standards, measures, and goals to provide consistently high performance; and gathering standard operational performance data and reports for review by team members.

Contributes to the development of contact center operational insights by: gathering and inputting standard and nonstandard operational data to support contact center operations analysis, with limited guidance; learning to identify operational improvements based on operations analysis results; and populating operational reports and other analytical outputs for presentation to team members and leadership.

Contributes to contact center service quality and effectiveness by: investigating standard service quality concerns submitted by members, internal KP staff, and external agencies; and remediating performance in response to quality concerns and guidance.

Minimum Qualifications:

Associates degree in Business Administration, Health Care Administration, Finance, Communications, Statistics, Mathematics, or related field OR Minimum one (1) year of experience in customer service or a directly related field.

Additional Requirements:

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

Pursues effective relationships with others by sharing resources, information, and knowledge with coworkers and members. Listens to, addresses, and seeks performance feedback. Pursues self-development; acknowledges strengths and weaknesses based on career goals and takes appropriate development action to leverage / improve them. Adapts to and learns from change, challenges, and feedback; demonstrates flexibility in approaches to work. Assesses and responds to the needs of others to support a business outcome.

Completes work assignments by applying up-to-date knowledge in subject area to meet deadlines; follows procedures and policies, and applies data and resources to support projects or initiatives with limited guidance and/or sponsorship. Collaborates with others to solve business problems; escalates issues or risks as appropriate; communicates progress and information. Supports the completion of priorities, deadlines, and expectations. Identifies and speaks up for ways to address 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, with minimal guidance; and tracking, escalating, and resolving routine and non-routine issues reported by a wide variety of customers (e.g., internal stakeholders, members, patients, providers, doctors), with some guidance.

Enables contact center operations by: leveraging working knowledge of labor environment regulations, requirements, and contracts, performance standards, measures, and goals to provide consistently high performance; and gathering standard operational performance data and reports for review by team members.

Contributes to the development of contact center operational insights by: gathering and inputting standard and nonstandard operational data to support contact center operations analysis, with limited guidance; learning to identify operational improvements based on operations analysis results; and populating operational reports and other analytical outputs for presentation to team members and leadership.

Contributes to contact center service quality and effectiveness by: investigating standard service quality concerns submitted by members, internal KP staff, and external agencies; and remediating performance in response to quality concerns and guidance.

Minimum Qualifications:

Associates degree in Business Administration, Health Care Administration, Finance, Communications, Statistics, Mathematics, or related field OR Minimum one (1) year of experience in customer service or a directly related field.

Additional Requirements:

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

About Kaiser Permanente

At Kaiser Permanente, we’re all focused on helping people and providing high-quality, affordable health care services and to improve the health of our members and the communities we serve. Across our organization, we’re fiercely committed to our members, our mission, our communities, and each other. We know that each part of the Kaiser Permanente team is essential to our success. Together, we are more than 235,000 dedicated professionals working to advance Kaiser Permanente’s commitment to delivering a healthier tomorrow.

Driven by our collective passion at Kaiser Permanente, we strive to make health care more innovative and compassionate. With the wellness of our patients and our communities at heart, we work to revolutionize health and care from more than 650 locations in 8 states and D.C.

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Contact Center Specialist II, Workforce Management

Kaiser Permanente

Fontana, CA

Jun 6, 2025

Full-time

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