Jobs for People with MS: National MS Society

Are you a problem-solver with a knack for data and love keeping things organized? Ready to take your skills in reporting, scheduling, and telecom admin to the next level? If so, we want YOU to join our vibrant team as aContact Center Operations Support Specialist!

At FedPoint, we believe work should be as rewarding as it is fun. Were all about building strong relationships and getting things done with a smile (even if it's behind a screen!). So, if you're ready to be a part of something awesome, keep reading!

What Youll Do - A Day in the Life:

Reporting Rockstar (35%)

• Dive into data from multiple sources (think Nice CXone, Nice IEX, Email Tracking, and more) and create eye-popping reports and dashboards!
• Collaborate with your awesome teammates to track performance, spot trends, and make sure everything runs smoothly.
• Help us prep for key events like Open Season - it's your time to shine!

Scheduling and Telecom Superhero (30%)

• Keep things running smoothly by maintaining and checking schedules across multiple lines of business.
• Help track attendance, manage time-off requests, and solve scheduling puzzles (bonus points if you're a scheduling wizard!).
• Be the go-to backup for anything telecom-related - you'll be helping to keep the tech running flawlessly!

Real-Time Monitoring Champion (30%)

• Youll use tools like Nice CXone and IEX to keep an eye on call volume and agent performance in real-time.
• Spot trends, make real-time adjustments, and ensure we stay on track. Youll be the hero that keeps service levels in check and minimizes disruptions.

Seasonal Credentialing Guru (5%)

• Help manage seasonal credentialing to make sure our team has the access they need when they need it. During busy times, youll shine even brighter!

What Were Looking For:

• Education:High school diploma or equivalent - but we care more about what you bring to the table!
• Skills:You should be great with Excel (intermediate level), and experience managing data sets from call center infrastructure (including on prem, hosted, and cloud based infrastructure models) preferred
• Tech-Savvy:Bonus if youve worked with SQL, Crystal Reports, or call center tech like NiceIEX or CXone
• Industry knowledge:Contact center, telephony or telecom engineering terms and technology knowledge preferred
• Data-Savvy:You know your way around a dataset, and can pull out the most important insights - and youre ready to share them in a way everyone can understand!
• Performance pro:Exposure to performance measurements, such as KPIs and/or other quality assurance measurements and calculations a plus

Location:Portsmouth, NH

Schedule:Enjoy the perfect balance of in-office collaboration and remote work with a Hybrid schedule, plus the option to work from home a few days a week!

Compensation:The typical starting salary would be between $21-$25/hr, based on qualifications and experience as it relates to our requirements. This position is eligible for an annual discretionary employee bonus plan based on company metric performance as well as a full suite of benefits, listed below.

About FedPoint

FedPoint creates and operates digital benefits marketplaces that make it easy for our millions of federal and military customers to understand, select, and use their benefits. A subsidiary of John Hancock Life and Health Insurance Company, FedPoint was founded in 2002 and is headquartered in Portsmouth, NH. To learn more, visitfedpointusa.com{target="_blank"}.

Why Join Us?

At FedPoint, our mission is to create and deliver world-class benefits experiences for our customers, clients, and business partners.

We offer a dynamic work environment where innovation and collaboration are encouraged. You'll have the opportunity to make a significant impact while honing your skills and advancing your career.

In addition to working for a company with great people and an excellent reputation,whats in it for you?

Generous401k plan: 100% match of employee's contribution, up to a maximum of 6% salary, vests immediately.

Bonus Opportunity: Qualifying employees can earn up to 7% of their salary, based on company performance.(Inquire about eligibility with our recruiter)

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