Call Center Workforce Management (Spanish Speaking)

Why USA Clinics Group?

Founded by Harvard-trained physicians with a vision of offering patient-first care beyond the hospital settings, we’ve grown into the nation’s largest network of outpatient vein, fibroid, vascular, and prostate centers, with 170+ clinics across the country. Our mission is simple: deliver life-changing, minimally invasive care, close to home.

We’re building a culture where innovation, compassion, and accountability thrive. While proud of our growth, we’re even more excited about what’s ahead, and the team we’re building to get there. We look forward to meeting you!

• Why You'll Love Working with us:
• 🚀 Rapid career advancement           💼 Competitive compensation package
• 🤝 Positive, team-oriented environment  🏥 Work with cutting-ed technology
• 🌟 Make a real impact on patients’ lives  📈 Join a fast-growing, mission-driven company

Position Summary:

We are seeking an experienced Call Center Workforce Management Specialist to oversee the performance and metrics of our contact center team. This role is critical in ensuring our team meets performance standards, contact center workflows, and adheres to company policies and procedures.

Position Details:

• Location: Onsite in Northbrook, IL
• Schedule: Full-time, Monday through Friday on-site.
• Bilingual Required: (English & Spanish) 
• Compensation: $23.00-$25.00 per hour.

Key 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 insurance (medical, dental, vision)
• Retirement Plan
• Paid time off (PTO) (vacation, sick)

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