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Contact Center Enablement Specialist

icon building Company : Iq Fiber
icon briefcase Job Type : Full Time
icon geo-alt Jacksonville, Fl

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. 
 
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