• Set clear department goals and hold the teams accountable for performance.
• Share brand expectations as this is usually the customer's first introduction to who we are.
• Ensure all training information is accurate, on-brand, and easy to digest for new hires.
• Analyze all forecasting and staffing recommendations to ensure that meet business KPIs and people needs, projecting attrition and ensuring headcount needed by day and hour matches the inbound volume.
• Aligns with HR on compensation recommendations and bonus/commission proposals, managing to budget and results.
• Guides the team through difficult calls or issues, diffusing angry customers, or handling issues that cannot solve on own, especially when cross-functional partnership and alignment.
• Monitor daily metrics and team's responsiveness to customer issues, and timely assignment and resolution.
• Keep performance metrics visible with Executive leadership and department by contributing weekly to the WBR. 
• Plan ahead to identify and clear any possible roadblocks to delivering results.
• Refine/Develop inbound and outbound campaigns that help increase leads and customer retention and lifetime value (increasing visit frequency or AOV).
• Increase productivity and efficiency of agents by reducing AHT, and customer wait time, and equipping them with the needed scripting, access, and tools to resolve calls quickly.

Skills: Strategic Goal Setting and Accountability, Brand Communication and Customer Experience, Training Development and Implementation, Data Analysis and Forecasting, HR Collaboration and Budget Management, Cross-Functional Leadership and Issue Resolution, Metrics Monitoring and Performance Visibility, Strategic Planning and Problem Solving

• Identify trends in the data that may lead to new opportunities for performance improvements.
• Ensure the department is achieving desired service and quality levels and taking corrective action
• Own and monitor Retail CSAT reporting and provide teams with visibility to the scoring and customer feedback. 
• Partner with Retail SVP to drive improvements.
• Listen to customer calls, read reviews and feedback to help uncover opportunities for improvements in scripting, IVR, disposition, training, agent coaching, reporting or overall process.
• Align with store processes to deliver on a consistent omni customer experience.
• Identify operational opportunities and share with executive leadership, quantifying the issues and possible root cause to reduce call volume and increase customer satisfaction.
• Make recommendations for process improvements based on big-picture thinking and contribution to the business or brand.
• Stay in touch with industry best practice and competition customer experience to stay ahead and meet customer expectations.
• Work with the IT and BI team to ensure data accuracy and consistency between reports, automate manual reports to reduce human error and increase real-time access to important KPIs.
• Assist with onboarding a new Call Center platform (Five9)

Skills: Data Analysis and Trend Identification, Quality Assurance and Performance Management, Customer Satisfaction Monitoring, Collaboration and Partnership, Feedback Analysis and Process Improvement, Omni-channel Experience Alignment, Operational Analysis and Strategic Insight, Continuous Learning and Innovation

• Determine call center operational strategies by conducting needs assessments, capacity planning, and cost/benefit analyses
• Identifying and evaluating call center technologies, defining user requirements
• Establishing technical specifications, and production, productivity, quality, and customer-service standards
• Contributing information and analysis to organizational strategic plans and reviews
• Daily oversight of call center and appointment scheduling systems with the critical responsibility to analyze data and generate action plans for improving the patient experience and exceeding organizational KPIs
• Recommend and implement changes to systems, policies, rules, and procedures to ensure effective service operations within the call center
• Lead projects to optimize organizational structure and systems
• Assist leaders across the company develop the capability to and practice of managing against metrics/KPIs by educating on available dashboards and reports, proactively identifying notable trends/issues through KPIs, and engaging leaders on assessing root causes and developing solutions
• Collaborates with assistant manager on the hiring, orientation, training, and supervision and performance management of the call center staff
• Communicates goals and responsibilities of the call center to the agency
• Develop efficient and effective workflows, streamline customer care functions to improve operations
• Maintain comprehensive policies, procedures, and job aids
• Participates in abortion services as state regulations allow (participation can include referrals, information, education, counseling, provision and management of medication abortions, scheduling, etc.)
• Must have strong mathematical and analytical skills to manage a data driven business model and to develop effective systems and programs
• Ability to establish and follow through on priorities, solve problems and work independently in a rapidly changing work environment
• Takes a proactive role in bring about change, applying new ways to develop the business through improved management of people and processes

Skills: Operational Strategy Development, Technology Evaluation, Performance Standards Establishment, Strategic Analysis, Data Analysis and Action Planning, Process Improvement, Project Leadership, Metrics Management and Training

• Point of escalation between client and Executive AOI team
• Maintain direct contact with assigned clients on a regular basis
• Understand and oversee documentation of all clients’ needs and deliverables to ensure a high level of service delivery
• Understand and oversee client contract specifications on a consistent basis
• Coordinate with internal resources such as operations and all other internal departments (IT, HR, Client Services, Payment Processing, Finance, etc.) to resolve client issues and complete client requests
• Lead solution development efforts that best address client needs, while coordinating the involvement of all necessary departments and/or key stakeholders
• Coordinate and lead all scheduled client conference calls to discuss performance, quality, status of projects, etc.
• Proactively assesses, clarifies, and validates client needs on an ongoing basis
• Facilitate monthly and quarterly calls with client to review overall state of relationship
• Coordinate and schedule quarterly site visits to client providing updates on performance, innovation, project status, etc. 
• Maintain tracking of meeting recaps and takeaways
• Oversee tracking on CAST of all items logged for assigned client
• Maintain high key client satisfaction ratings that meet company standards when applicable

Skills: Client Relationship Management, Communication Skills, Problem-Solving, Stakeholder Management, Proactive Assessment, Leadership Abilities, Organizational Skills, Client Satisfaction Management

• Manage the day-to-day operations of the call center
• Lead the team daily to support, coach, and provide feedback
• Answer phones, make appointments, and triage calls
• Assist billing with various billing duties
• Work with the Practice Manager to interview, hire, train, discipline and terminate team members
• Prepare and conduct annual performance reviews
• Order supplies for the department/office
• Promote a positive and enjoyable team environment
• Promote adherence to company policies, procedures, and HIPAA compliance
• Write procedures for the department
• Act as subject-matter expert for agent questions, execute ongoing coaching and training, and complete performance evaluations for all Call Center representatives
• Review call center reporting to proactively identify operational challenges and implement persistent solutions.
• Follow and update Standard Operating Procedures ( SOP ) to ensure clear communication of expectations
• Coordinate and align departmental and cross-functional resources to solve operational concerns and address client requests

Skills: Leadership, Communication, Team Management, Performance Management, Administrative Skills, Policy Adherence, Procedural Development, Problem-Solving

• Manage and oversee the smooth daily operations of the Call Center, which include effective manpower resource planning, recruitment of new staff, training and development, managing customers’ concerns, calls monitoring, etc
• Lead and motivate a team of Client Service Officers to achieve and exceed targeted service levels, ensure that the team provides excellent customer service, immediate assistance and accurate information in response to clients’ enquiries over the phone
• Perform regular call checks and reviews for the purposes of quality assurance, staff coaching and training to drive continuous improvements, maintain high efficiency and service quality standards
• Prepare own training materials, call scripts and conduct periodic training on phone etiquette, workflow, system, etc.
• Establish, implement, review and monitor adherence of standard operating procedures (SOPs) in the department
• Handle and resolve clients’ escalated complaints, investigate, evaluate and follow-up on outstanding cases to improve customers’ satisfaction and Company’s Net Promoter Score
• Enhance the call and CRM systems by evaluating customer interactions, modifying user interfaces, voice response systems and networks
• Generate and analyze call statistics, weekly and/or monthly KPIs report for management review, e.g. call answer rate, waiting time, to track the team’s performance
• Work closely with all departments to propose and implement positive changes, initiate and execute motivation programs to improve the overall customer experience and service delivery
• Ensure high security and confidentiality of customers’ information in the Company’s database is maintained and in compliance of PDPA Act
• Assist and support Senior Operations Manager to supervise and manage the Business Office - Specimen Reception, Collator and Data Entry teams during his/her absence

Skills: Leadership and Team Management, Training and Development, Quality Assurance, SOP Development and Adherence, Conflict Resolution, Data Analysis and Reporting, Interdepartmental Collaboration, Security and Compliance.

• Drive implementation of client plans across multiple products and platforms
• Maintain and improve call center operations by monitoring system performance managing day-to-day business including (but not limited to) pipeline development, sales cycle management, collaboration, teamwork, and best practice sharing
• Co-Lead an experienced team of agents, leveraging a broad level of P&C insurance expertise in a cohesive and collaborative manner
• Handle Customer escalations and underwriting issues
• Implement tactics, and utilize industry trends to increase month over month performance.
• Daily monitoring and management of individual and team activities
• Partner with clients and internal Client Solutions group to meet or exceed program expectations
• Coach and motivate employees, managing performance and disciplinary issues as appropriate
• Document staff performance, work collaboratively to establish improvement plans
• Make hiring and termination decisions
• Motivate and encourage team through positive communication and feedback
• Schedule residual training and departmental meetings
• Develop contests, awards and themes that increase agents' loyalty, engagement and focus
• Support the overall call center operations strategy

Skills: Leadership, Project Management, Customer Service Management, Performance Management, Collaboration and Teamwork, Communication Skills, Strategic Thinking, Problem Solving and Decision Making

• Partner with key businesses units to continually evaluate process inefficiencies, identify opportunities for improvement and implement strategies to enhance the client experience.
• Engage and motivates the Call Center team to support company revenue goals.
• Manage the daily activities of Call Center Representatives and review quality of communications over voice, live chat, email, SMS , and social channels
• Handle call escalations with professionalism and tact
• Act as subject-matter expert for agent questions, execute ongoing coaching and training, and complete performance evaluations for all Call Center representatives
• Review call center reporting to proactively identify challenges and implement solutions.
• Follow and update Standard Operating Procedures ( SOP ) to ensure clear communication of expectations
• Coordinate and align departmental and cross-functional resources to solve operational concerns and address client requests
• Maintain knowledge of M&M Home Remodeling Services’ available products and services, best practices and work processes to improve customer needs.
• Partner with key businesses units to continually evaluate process inefficiencies, identify opportunities for improvement and implement strategies to enhance the client experience.
• Engage and motivates the Call Center team to support company revenue goals.
• Manage the daily activities of Call Center Representatives and review quality of communications over voice, live chat, email, SMS , and social channels
• Handle call escalations with professionalism and tact

Skills: Process Improvement, Leadership and Motivation, Team Management, Conflict Resolution, Subject-Matter Expertise, Analytical Skills, Adherence to SOPs, Cross-Functional Collaboration

• Onboarding and train new inside sales and customer service reps
• Supervise and monitor the performance of the team
• Receive incoming leads for customers inquiring about solutions
• Conduct outgoing sales calls to prospective customers
• Enter detailed sales & customer information into CRM
• Ensure that all required information is accurately entered into all relevant systems and effectively communicated to all relevant personnel/departments
• Build and maintain close working relationships within the organization, ensuring the successful execution of company objectives
• Measure performance with KPIs such as call interruptions, calls waiting etc.
• Maintain call center database by entering and verifying information, updating contact log.
• Work with upper management to ensure that expected service/performance is being achieved
• Facilitate on one coaching sessions with agents to increase performance results

Skills: Onboarding and Training, Team Supervision and Performance Monitoring, Sales Communication, CRM Management, Attention to Detail, Relationship Building, Performance Measurement, Coaching and Development

• Help refine call center KPI’s and implement best practices
• Establish and monitor key metrics and KPIs to evaluate performance and make performance recommendations to the Sales Director
• Ensure regular call monitoring and side-by-side coaching sessions are conducted with team members to increase productivity and efficiency
• Manage quality assurance to ensure agents are following sales procedures and best practices
• Update, create and manage training manuals and procedure guides
• Provide regular training and mentoring to team members on new procedures and products
• Provide regular sales training sessions
• Utilize technical and customer service skills to coach the team in delivering a world-class customer experience
• Proactively observe and report real-time call drivers that impact the customer experience
• Coordinate and implement outbound and inbound client retention/sales strategies
• Actively contribute to customer service excellence and client retention by developing and recommending call quality and business process/workflow improvement initiatives
• Consistently meet or exceed call center sales and service objectives
• Assess employee performance and provide formal performance appraisals to Sales Manager and recommend performance improvement plans

Skills: Call Center KPI Refinement and Implementation, Performance Evaluation and Recommendations, Coaching and Training, Quality Assurance Management, Training Material Development, Training Delivery, Sales Training, Customer Experience Enhancement

• Knowledge and experience with call center metrics and reporting.
• Customer service orientation, energetic and outgoing personality.
• Ability to lead meetings and presentations
• Exceptional listening and analytical skills.
• Ability to effectively manage conflict
• Multitasking skills and detail-oriented focus required for a fast-paced environment.
• Basic PC knowledge, working knowledge of Windows operating systems, Internet and mainstream web browsers
• CRM Software experience
• Knowledge and experience using Google Suite applications
• Have excellent oral, written and interpersonal skills.

Qualifications: BS in Business Administration with 1 year of Experience

• Experience in leading to achieving and exceeding service delivery and customer expectations in regards to service levels, compliance audits and budget goals.
• Experience in ensuring company policies and procedures are clearly documented and followed, meeting compliance and regulatory requirements, limiting risk to Investors Bank.
• Conducts side-by-side meetings with specialists to appraise performance, using monthly scorecards to praise and provide constructive feedback
• Experience in developing employee skills, building relationships and morale to ensure overall deliverables are met.
• Experience in working with Call Center Director to set goals and communicate to team
• Experience in monitoring work, and evaluating results to ensure departmental and organizational goals are met and are in line with overall goals of Investors Bank. 
• Experience in interviews, hires, performing performance appraisals staff and other HR related issues.
• Ensure highly productive organizational relationships and partnerships are formed for the benefit of the Bank.
• Experience in Call Center and Client Segmentation Strategies 
• Intermediate knowledge of Microsoft Office programs, (including Excel, PowerPoint, and Word)
• Experience in operations and Risk Management
• Budget Management & Knowledge of Regulation E preferred

Qualifications: BA in Communications with 5 years of Experience

• Knowledge of call center operations and processes.
• Skill in using computer systems and call center software.
• Ability to effectively coach and motivate a team to meet expectations.
• Ability to multitask, prioritize day-to-day responsibilities and meet deadlines.
• Analyze information and target trends
• Organize people and systems to achieve goals
• Strong analytical skills
• Proficiency in MS Word, PowerPoint, & Excel with an emphasis on creation, design & maintenance of spreadsheets
• Experience developing user-level software requirements.
• Experience inbound and outbound call center programs.

Qualifications: BS in Management with 2 years of Experience

• Experience in Call Centres from financial institutions or banking is an advantage
• Ability to multitask and remain calm under pressure, especially during peak hours or intense situations
• Exceptional interpersonal, customer service, problem-solving, verbal and written communication, and conflict-resolution skills
• Knowledge of management principles and familiarity with company products, services, and policies
• Good English language skills, Computer literate with knowledge of Microsoft Office Applications
• High commitment, integrity and result-oriented
• Strong coaching and leadership skills, ability to motivate employees
• Decisiveness and attention to detail, polite and professional phone voice
• Proficiency with the necessary technology, including computers, software applications, phone systems, etc.

Qualifications: BA in Psychology with 3 years of Experience

• Experience working in a Call Center environment
• Solid working experience with standard office software applications such as Microsoft Word, Excel, and Windows OS
• Experience managing, reviewing, interpreting, and running data analytical reports
• Charismatic and articulate personality with the ability to communicate convincingly (in English) to both customers and subordinate staff
• Predisposed for and savvy with modern technology
• A high degree of personal and professional integrity with a passion to teach others and to always do the right thing
• Experience working with Healthcare systems
• Experience with debt collections, and or customer service/technical support all in a call center setting
• Experience with software programs such as FACS, Epic, Cerner, Meditech, STAR, UKG

Qualifications: BS in Information Technology with 2 years of Experience

• Knowledge of company policies and procedures
• Knowledge of appointment-setting procedures, methodologies and “best practices”
• Knowledge of persuasive communication, and sales techniques
• Skill in conflict resolution
• Skill in motivation techniques
• Skill in achieving agreement
• Ability to work long hours when needed
• Ability to work nights and weekends when needed
• Ability to recognize problems and offer suggestions for improvements
• Ability to “read” people and resolve conflict before it happens
• Ability to relate positively to the customer and with sales staff.

Qualifications: BA in Marketing with 3 years of Experience

• Growth and leadership opportunities
• Superb communication skills, both written and verbal, as well as interpersonal skills and time management skills
• Practice, memorize and internalize scripts
• Easily connect over the phone and ability to communicate effectively
• Extremely strong phone skills Ability to set and close appointments over the phone
• Highest level of integrity and respect for others and solution and learning based
• Driven by results & Endless opportunities
• Insurance industry designations or certifications a plus (CPCU, ARM, CCCM, etc.)
• Extensive experience within call center operations and oversight of P&C insurance policy administration
• Knowledge of P&C insurance policy transaction processing and operational tasks

Qualifications: BA in Human Resources with 2 years of Experience

• Proficient in the use of Microsoft Word and Excel, particularly analytical formulas
• Prior experience in a management or leadership position
• Prior experience in a call center
• Effective verbal and writing skills
• Ability to effectively communicate, present information and respond to questions from groups of managers, clients, customers, and the general public
• Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages, area, circumference, and volume. 
• Ability to apply concepts of basic algebra and geometry.
• Experience in managing call center operations.
• Experience in banking customer service preferred.
• Experience of having managed a team of agents with a span of 70-80 FTE.
• Ability to build and motivate teams.
• Understanding of regulatory guidelines/ laws applicable in the banking industry.

Qualifications: BA in Public Relations with 4 years of Experience

• To perform this job successfully, an individual must have the following education and/or experience
• Proficiency in using CRM systems
• Proficient in Microsoft Office, specifically Excel, Outlook and PowerPoint
• Ability to be creative, flexible and an innovative team player
• Excellent written and oral communication skills
• Ability to manage multiple priorities and work flow
• Possess good judgment, leadership and business skills
• Versatility, flexibility and willingness to work with constantly changing prior
• Ability to manage client escalations and client relationships.
• General working knowledge of accounting, financial spreading, and credit risk analysis.

Qualifications: BA in Organizational Behavior with 2 years of Experience

• Excellent oral and written communication skills
• Working knowledge of Microsoft office suite (Word, Excel, PowerPoint, etc )
• Ability to solve problems quickly and with sound judgment
• Must be dependable, patient, energetic, adaptive to change in a fast-paced, dynamic environment and able to inspire others to achieve results
• Demonstrate excellent customer service skills, with strong follow-up and a solid understanding of all processes of customer service.
• Knowledge of Gmail and Google Docs
• Innovator, developer and problem solver
• Background or demonstrated passion for health, wellness, vitamins, herbs, nutrition and natural products
• Work well in a team-based environment with the ability to develop and train the workforce, build relationships, improve performance
• Professional demeanor with the ability to work in a team-based environment.

Qualifications: BA in Customer Service Management with 4 years of Experience