Contact Center Enablement Specialist

Company : Iq Fiber

Job Type : Full Time

Jacksonville, Fl

Number of Applicants

000+

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Job Description - Contact Center Enablement Specialist

A Smarter Career Choice
Because the internet is now the heartbeat of our homes and an essential tool for business, it should run without interruption or stress. IQ Fiber was created to offer 100% fiber-optic high-speed internet, transparent pricing, and attentive customer service to deliver a Smarter internet experience. As part of our rapidly growing team, your contributions will directly impact our success. Your work matters here.

We’re looking for energetic, collaborative, and customer-focused talent with the ability to proactively move our business forward. In return, you’ll find a place where your voice matters. You’ll find a team that works hard and has fun. And, if you’re like us, you’ll know you made a Smarter career choice.

Position Summary
The Contact Center Enablement Specialist supports the day-to-day effectiveness of the contact center through workforce forecasting, schedule optimization, training coordination, and administration of critical applications.

This role serves as a key liaison between the contact center leadership and cross-functional project teams to ensure operational readiness, system alignment, and continuous performance improvement.

Essential Duties & Responsibilities

Workforce Management

Develop and maintain short- and long-term volume forecasts using Erlang or similar models
Build and manage agent schedules to meet service level and occupancy targets
Support Contact Center leadership in analyzing trends in call volume, AHT, shrinkage, and staffing efficiency
Produce weekly and monthly staffing plans
Support capacity planning for new product launches or seasonal events

Training & Enablement

Design and deliver new hire and ongoing training programs
Maintain training materials, knowledge base content, and job aids
Administer the quality assurance program and support leadership to identify skill gaps
Facilitate nesting and ramp-up support for new agents
Track training effectiveness and agent readiness metrics
Support continuous learning initiatives within the contact center
Systems & Application Administration
Administer and maintain contact center platforms (ACD, WFM, CRM, knowledge tools)
Manage user provisioning, permissions, and configuration updates
Troubleshoot system issues and coordinate with IT/vendors
Ensure data integrity across reporting and operational systems
Support release testing and system enhancements
Create, document and deliver standard operating procedures for key tools
Project Representation & Cross-Functional Support

Represent contact center requirements in cross-functional projects
Provide operational impact assessments for new initiatives
Support UAT testing and readiness activities
Coordinate change management and communication to agents
Partner with Marketing, Sales and Operations teams
Track and report project milestones affecting the contact center

Qualifications

2–5+ years in contact center operations, WFM, or related role
Strong understanding of workforce management principles (Erlang preferred)
Experience with contact center platforms and WFM tools (CXOne experience a plus)
Strong analytical and problem-solving skills
Excellent communication and training facilitation abilities
Experience in telecom or ISP environment
Experience supporting 24x7 operations
Knowledge of QA frameworks and performance management
Project coordination or project management experience

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time, with or without notice.

IQ Fiber is an Affirmative Action and Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status, and will not be discriminated against on the basis of disability.

Original job Contact Center Enablement Specialist posted on GrabJobs ©. To flag any issues with this job please use the Report Job button on GrabJobs.

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Contact Center Enablement Specialist

Job Description - Contact Center Enablement Specialist

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