Job Summary:

• Leads and provides oversight to the call center, central keying, and quality assurance teams
• Establishes and evaluates call center goals along with quality control measures, ensuring that call center goals and quality measures are aligned and achieved
• Ensures new accounts are processed following compliance guidelines and business requirements
• Ensures overall compliance with Internal Audit requirements
• Identifies, coordinates, and implements new processes and tools to improve call center efficiencies and increase customer satisfaction
• Creates staff performance metrics, conducts performance reviews, assesses training needs, and provides resources, coaching, and mentoring to staff members
• Conducts cost/benefit analysis and other assessments for the achievement of strategic goals
• Establishes high standards for productivity, quality, and customer service
• Defines and approves user guidelines, and scripts, along with processes and procedures
• Develops company systems for customer interaction and voice response and guides the implementation process

Skills on Resume: 

• Leadership and Management (Soft Skills)
• Strategic Planning and Goal Setting (Soft Skills)
• Regulatory Compliance (Hard Skills)
• Process Improvement (Hard Skills)
• Performance Management (Soft Skills)
• Analytical Skills (Hard Skills)
• Customer Service Excellence (Soft Skills)
• System Development and Implementation (Hard Skills)

Job Summary:

• Manages and improves center performance through performance monitoring, problem resolution, system audits, and quality assurance measures
• Instrumental in the recruitment process by interviewing potential hires and partnering with the team on all hiring decisions
• Prepares annual budget after estimating necessities, correcting overspending, analyzing cost variances, and expenses
• Summarizes, collects, and analyzes call center trends and data for regular performance reports, presenting findings to senior leaders
• Oversees system maintenance and upgrade implementation
• Works closely with QA Team, other supervisors, and management team members to support agents and maximize customer satisfaction
• Provides overall leadership to team and direct reports
• Works closely with management to develop and implement comprehensive strategies in core business, job competencies and other contact center functions
• Anticipates the impact of the changing business environment on assigned work areas and make solution-based recommendations
• Recruits and retains high-quality staff to keep up with business growth
• Conducts regular performance evaluations
• Ensures accurate and timely delivery of all Contact Center KPIs reporting metrics to measure and monitor performance

Skills on Resume: 

• Performance Management (Hard Skills)
• Recruitment and Staffing (Soft Skills)
• Budget Management (Hard Skills)
• Data Analysis and Reporting (Hard Skills)
• System Maintenance Oversight (Hard Skills)
• Leadership and Team Development (Soft Skills)
• Strategic Planning (Soft Skills)
• Performance Evaluation and KPI Management (Hard Skills)

Job Summary:

• Manages operations and activities within the contact center
• Scheduling, hiring, training, and improvement of key performance indicators, management of contact center software, performance monitoring/quality assurance, and employee development /mentoring
• Ensures that the productivity goals established for the contact center-based products and services are met daily, monthly, quarterly, and annually
• Responsible for the establishment of and compliance with best practices as well as continual implementation of process improvements
• Provides leadership and clear day-to-day direction for supervisors and agents. 
• Build a team environment through regular contact, communication, onsite meetings and conference contact meetings with management
• Coordinates with the program management team to ensure the highest levels of customer satisfaction
• Coordinates with other functional areas regarding telephony and IT operations reliability and functionality
• Collaborates with Human Resources and other functional groups on issues relating to interviewing, hiring new employees, modifying or introducing new staff policies or programs, incentive and recognition programs
• Driving on-time and accurate payroll processing, and ensuring staff compliance with all policies and programs

Skills on Resume: 

• Operational Management (Hard Skills)
• People Management (Hard Skills)
• Performance Monitoring and Improvement (Hard Skills)
• Process Improvement (Hard Skills)
• Leadership and Communication (Soft Skills)
• Customer Satisfaction Focus (Soft Skills)
• Cross-functional Collaboration (Soft Skills)
• HR Collaboration and Compliance (Hard Skills)

Job Summary:

• Leading and motivating a team of client-facing team members to deliver world-class service
• Driving key performance indicators (KPIs) within the contact centre that improve productivity and customer outcomes
• Working with operational leaders to ensure that resources are deployed to meet cross-organizational demand
• Instilling a coaching-led culture that supports Associates in achieving development goals
• Supporting Customer Care Agents to deliver an exceptional experience that will delight clients on each and every call
• Led and managed a team of at least 6 Team Managers with a direct reporting structure supporting different business lines
• Deliver the vision, direction and culture of the team by managing performance expectations and goals, 
• Monitoring real-time service levels and schedule adherence, holding the team accountable for meeting and exceeding performance targets.
• Coach and develop leaders and teams, using metrics to identify needs, and implementing short and long-term action plans to guide progress.
• Effectively partner and build productive working relationships with direct reports, peers, leadership and other departments.

Skills on Resume: 

• Leadership and Motivation (Soft Skills)
• KPI Management (Hard Skills)
• Resource Allocation (Hard Skills)
• Coaching Culture (Soft Skills)
• Customer Experience Focus (Soft Skills)
• Team Management (Soft Skills)
• Vision and Direction (Soft Skills)
• Relationship Building (Soft Skills)

Job Summary:

• Manage baseline staffing requirements using workforce management tools to ensure customer service levels are met
• Manage work queue management to ensure schedule adherence and accurate forecasting
• Analyze customer satisfaction metrics and proactively improve processes to deliver an effortless experience
• Monitor call center key metrics, continuously evaluate and improve the service level performance
• Provide the call center leadership team with accurate information to implement the right decisions and optimize operational efficiencies
• Design practices, processes and procedures that support high performing call center teams
• Project manage call center center key initiatives to improve the customer and employee experience, contain and even lower costs
• Manage and coach the quality assurance supervisor and workforce manager to consistently achieve service levels and deliver an effortless experience
• Lead a high-performing call center team to deliver the highest customer experience at every touchpoint.
• Coach and develop frontline supervisors to create a culture of service excellence and ensure Jerome’s is a great place to work

Skills on Resume: 

• Workforce Management Tools Proficiency (Hard Skills)
• Queue Management and Forecasting (Hard Skills)
• Analytical Skills (Hard Skills)
• Performance Monitoring and Improvement (Hard Skills)
• Data-driven Decision Making (Hard Skills)
• Process Design and Optimization (Hard Skills)
• Project Management (Hard Skills)
• Leadership and Coaching (Soft Skills)

Job Summary:

• Oversee all facets of day-to-day contact center operations including staffing, contact center metrics (e.g., utilization, quality and appointment set rate)
• Prepare and present metric review meetings and reports using a variety of informational sources (database, five9 reporting, Tableau) for varying audiences including upper management and agents
• Evaluate processes and propose optimizations such as adjust workflows and evaluation methods accordingly
• Communicate directly and regularly with members of the management staff
• Drive results through positive reinforcement and gamification for agent and supervisory staff
• Administrator-level oversight in telephony system (Five9)
• Coach and offer recommendations for conversion opportunities without sacrificing the experience for the homeowner and the quality for the contractor
• Troubleshoot and identify degradations in operational status with speed and effectiveness
• Facilitate A/B testing such as Creating and manage testing roadmap to drive conversions without sacrificing the quality of interaction
• Collaborate with internal business stakeholders e.g. engineering, marketing, client team

Skills on Resume: 

• Operational Oversight (Hard Skills)
• Data Analysis and Reporting (Hard Skills)
• Process Optimization (Hard Skills)
• Effective Communication (Soft Skills)
• Performance Management (Soft Skills)
• Telephony System Administration (Hard Skills)
• Conversion Optimization (Hard Skills)
• Problem Solving (Hard Skills)

Job Summary:

• Manage call center operations.
• Interview, train, and coach new Call Center Representatives.
• Provide coaching and assistance to call center representatives on an ongoing basis.
• Understands, develops, implements, and enforces key Call Center KPIs and metrics.
• Analyze call center data and make recommendations to improve operations, and patient experience, as well as forecast and plan.
• Ensure that all employees follow the company’s best practices for call center management and operations.
• Develop presentations, programs, and talks to motivate and educate call center representatives.
• Communicate company goals to associates so every employee understands his or her role.
• Conduct periodic surveys to ensure quality control.
• Abide by HIPAA regulations.

Skills on Resume: 

• Leadership and Management Skills (Soft Skills)
• Training and Coaching (Soft Skills)
• Performance Management (Hard Skills)
• Data Analysis (Hard Skills)
• Communication Skills (Soft Skills)
• Quality Assurance (Hard Skills)
• Presentation Skills (Soft Skills)
• Problem-Solving Skills (Soft Skills)