Job Summary: 

• Provide a high level of quality customer service
• Answer high-volume incoming telephone calls from prospective renters
• Enthusiastically engaging each caller and representing the company in a highly professional manner
• Successfully and accurately answering prospect questions and providing appropriate additional information regarding the homes and their features
• Respond rapidly and accurately to online requests for information from prospective residents
• Escalate issues by Contact Center guidelines
• Consistently maintaining departmental standards for quality
• Achieving defined productivity goals
• Responsible for meeting all company policies and procedures

Skills on Resume: 

• Customer Service (Soft Skills)
• Call Handling (Hard Skills)
• Professional Demeanor (Soft Skills)
• Product Knowledge (Hard Skills)
• Online Response (Hard Skills)
• Issue Escalation (Hard Skills)
• Quality Assurance (Hard Skills)
• Goal Achievement (Soft Skills)

Job Summary: 

• Extracts data from large-scale databases or information systems to create custom datasets or models
• Merges, transforms, manipulates and creates datasets into the required format for analysis
• Analyzes and summarizes data into graphs, charts, plots and reports for management use in support of call center operational and business objectives
• Develops simulations or models of long-term call volumes, call traffic, traffic flow, financial impacts, problems and/or issues within the call center's operations
• Analyzes information obtained from models or simulations to track operational metrics 
• Forecast long-term call volumes and contact rates, learning curves, and training needs
• Define operational problems and provide proposals for solutions
• Creates capacity plans, staffing/FTE forecasts, pricing scenarios and other analyses required by management

Skills on Resume: 

• Data Extraction (Hard Skills)
• Data Transformation (Hard Skills)
• Data Visualization (Hard Skills)
• Simulation Modeling (Hard Skills)
• Operational Analysis (Hard Skills)
• Volume Forecasting (Hard Skills)
• Problem Solving (Soft Skills)
• Capacity Planning (Hard Skills)

Job Summary: 

• Researches data anomalies and issues
• Prepares reports of findings for management to facilitate decision-making
• Creates tables, figures, listings or other references for use in reports and presentations of analysis
• Tests and validates statistical and financial models to ensure accuracy and validity
• Works across multiple call center teams to ensure the successful implementation of solutions to operational problems
• Assists in the development of business operations processes and procedures
• Provide guidance and mentoring to less-experienced Customer Service Representatives
• Provides recommendations for improvement and written documentation that relates to the analysis of data

Skills on Resume: 

• Data Analysis (Hard Skills)
• Report Preparation (Hard Skills)
• Data Presentation (Hard Skills)
• Model Validation (Hard Skills)
• Team Collaboration (Soft Skills)
• Process Development (Hard Skills)
• Mentoring Skills (Soft Skills)
• Improvement Recommendations (Soft Skills)

Job Summary: 

• Utilize Salesforce as their Customer Service tool and CRM
• Handle emails that are filtered through Salesforce
• Receive virtual chatter from the online page
• Handle inbound telephone, e-mail, fax and Chat inquiries from customers
• Take ownership of customer issues from start to finish
• Respond to email requests, including order entry, quote requests, basic product inquiries, return processing, order status, and order updates
• Provide pricing on quotes for customers, prospects and School Health sales teams per established guidelines
• Enter orders received via phone, email, fax, and webchat
• Resolve customer complaints or concerns regarding service, products, and pricing

Skills on Resume: 

• Salesforce Usage (Hard Skills)
• Email Management (Hard Skills)
• Live Chat Handling (Hard Skills)
• Inbound Support (Hard Skills)
• Issue Ownership (Soft Skills)
• Order Processing (Hard Skills)
• Quote Pricing (Hard Skills)
• Customer Resolution (Soft Skills)

Job Summary: 

• Responsible for the strategic planning and execution of all call center operations
• Tactical emphasis is on customer care, quality management, workforce planning, recruiting, employee retention, coaching, and training
• Conduct effective resource planning to maximize the productivity of resources (people, technology, etc.)
• Collect, analyze, and report call-center statistics (sales rates, costs, customer service metrics, etc.)
• Assume responsibility for budgeting, planning, and tracking expenses
• Hire, coach, and provide training to personnel to maintain high customer service standards
• Create and execute continuous staff development programs, enhancing employee engagement, service, knowledge, skills, and morale
• Monitor and improve the employee and customer experience
• Evaluate performance with key metrics (accuracy, call-waiting time, etc.)
• Prepare reports for different departments or upper management
• Partner with HR, IT, Workforce Management, and other enterprise partners to execute site and company objectives
• Ensure compliance with regulatory agency guidelines and standards

Skills on Resume: 

• Strategic Planning (Hard Skills)
• Quality Management (Hard Skills)
• Resource Planning (Hard Skills)
• Data Reporting (Hard Skills)
• Budget Management (Hard Skills)
• Staff Training (Soft Skills)
• Experience Monitoring (Soft Skills)
• Regulatory Compliance (Hard Skills)

Job Summary: 

• Collaborates with Site Director to develop production (revenue) targets and strategy for client performance
• Measures and reports performance and results
• Development of your supervisory team to implement strategies to improve and exceed client performance including relationships, revenue and quality
• Effectively manage quality components for each client assigned and ensure that all quality goals are consistently being met
• Ensures that Supervisors are working with new and underperforming ARs to achieve performance, utilization and quality goals
• Manage and develop underperforming and new supervisors with specific coaching and development to increase performance, including disciplinary matters 
• Work with higher performing Supervisors on developmental assignments and stretch opportunities
• Effectively manage Supervisors and Account Representatives to achieve the employee retention target
• Set the day-to-day direction for a group of Supervisors and their assigned teams
• Implement target projects that positively impact the entire collections team
• Ensure compliance with FDCPA, client standards, company policies and all other state and federal guidelines
• Work with and manage reporting and presentations for DSA performance and reporting

Skills on Resume: 

• Performance Strategy (Hard Skills)
• Results Reporting (Hard Skills)
• Team Development (Soft Skills)
• Quality Management (Hard Skills)
• Performance Coaching (Soft Skills)
• Supervisor Training (Soft Skills)
• Employee Retention (Soft Skills)
• Regulatory Compliance (Hard Skills)

Job Summary: 

• Oversee the daily operations of a contact center team to ensure performance metrics
• Maintain updated knowledge of the Contact Center performance requirements as well as corporate and project policies and procedures
• Manage staff assigned to all call center, document processing and premium processing activities
• Plan and coordinate the day-to-day performance of all operations
• Approve timesheet, develop team schedules, track adherence to those schedules and other assigned duties
• Manage workload distribution and other personnel matters
• Assign and review the work of staff for completeness, accuracy, and application of regulations and plans and controls workload to assure quality of service
• Perform quality control checks to ensure employees are performing at an expected level
• Provide assistance and updates to staff regarding these policies and procedures
• Evaluate the need for training to ensure that staff maintain current knowledge of multiple programs
• Address inadequate quality issues with the Supervisory team about reviews and corrections of calls monitored

Skills on Resume: 

• Operations Oversight (Hard Skills)
• Policy Knowledge (Hard Skills)
• Team Management (Soft Skills)
• Schedule Coordination (Hard Skills)
• Workload Distribution (Soft Skills)
• Quality Control (Hard Skills)
• Staff Training (Soft Skills)
• Performance Evaluation (Soft Skills)

Job Summary: 

• Monitor performance goals and objectives for the contact center staff and complete daily and weekly reports
• Provide Project management staff with updates on all issues regarding quality, training, policy, procedures, staff issues and departmental performance levels
• Implement necessary corrective actions to ensure consistent application of all laws, regulations, policies, and procedures
• Monitor and evaluate performance, write performance appraisals and provide corrective actions
• Responsible for identifying and resolving issues, problems, and concerns with employees
• Provide direction to staff when complaints are escalated to the management level
• Recommend changes to policies and establish procedures and assist in the implementation of process improvements 
• Maintain an understanding of the Enrollment and Eligibility processes and policies for the State of Missouri
• Coach teams, set expectations, conduct performance appraisals and provide career development, corrective action and recognition for assigned staff
• Monitor and evaluate performance, write performance appraisals and provide corrective actions
• Monitor performance against key indicators established internally or by the clients
• Develop performance goals and objectives for staff, and monitor the achievement of those goals

Skills on Resume: 

• Performance Monitoring (Hard Skills)
• Project Communication (Soft Skills)
• Corrective Actions (Hard Skills)
• Appraisal Writing (Hard Skills)
• Issue Resolution (Soft Skills)
• Complaint Management (Soft Skills)
• Process Improvement (Hard Skills)
• Team Coaching (Soft Skills)

Job Summary: 

• Provide primary phone line coverage
• Process all customer orders via phone, email, and fax transmittal
• Monitor the Customer Service email box
• Monitor the Customer Service voice mailbox
• Manage client email and phone Help Lines
• Work closely with the Global Distribution Center to ensure movement of orders throughout the day and to provide end-of-day closure
• Pursues personal development of skills and knowledge necessary for the effective performance of the role and future opportunities
• Adheres to and ensures compliance with the client's guidelines, protocols, and policies

Skills on Resume: 

• Phone Coverage (Hard Skills)
• Order Processing (Hard Skills)
• Email Monitoring (Hard Skills)
• Voicemail Management (Hard Skills)
• Help Line Support (Soft Skills)
• Order Coordination (Hard Skills)
• Skill Development (Soft Skills)
• Policy Compliance (Hard Skills)

Job Summary: 

• Informing clients by explaining procedures, answering questions, and providing information
• Confirming and clarifying information, defusing concerns and difficulties  
• Understanding and striving to meet and exceed the call center standards while providing excellent customer support 
• Maintaining communication equipment by reporting problems
• Utilising the computer, software, equipment, scripts and tools correctly 
• Maintaining and improving quality results by adhering to standards and guidelines
• Updating job knowledge by studying new product descriptions, participating in educational opportunities
• Accomplishing the organization's mission by completing related results
• Sending emails with all the important information 

Skills on Resume: 

• Client Communication (Soft Skills)
• Conflict Resolution (Soft Skills)
• Service Standards (Soft Skills)
• Equipment Reporting (Hard Skills)
• Tool Utilization (Hard Skills)
• Quality Adherence (Hard Skills)
• Knowledge Updating (Soft Skills)
• Goal Completion (Soft Skills)

Job Summary: 

• Ensure customer service is addressed promptly by the Help Desk team
• Accountable for the Help Desk to monitor production applications and escalate with key stakeholders when issues arise
• First point of escalation for issues that can’t be immediately resolved and offers guidance/provides decisions
• Monitors the attendance and performance of Help Desk resources
• Conducts scheduled performance reviews driven by quality checks and performance metrics
• Assigns work tasks to Help Desk resources
• Manages and approves time off requests and unscheduled absences to ensure coverage
• Provides customer contact and engagement guidance
• Owns resource on-boarding and off-boarding resources
• Escalate issues and concerns to the Program Manager
• Reviews work requests, evaluates priority with current work, and schedules work and resources to complete requests

Skills on Resume: 

• Help Desk Oversight (Hard Skills)
• Issue Escalation (Hard Skills)
• Decision Support (Soft Skills)
• Performance Monitoring (Hard Skills)
• Task Assignment (Hard Skills)
• Attendance Management (Soft Skills)
• Customer Guidance (Soft Skills)
• Resource Scheduling (Hard Skills)

Job Summary: 

• Orients and trains new staff members
• Serves as a subject matter expert in call center procedures
• Promptly answers all incoming calls politely and professionally
• Schedules appointments and reviews appointment details, date, time, location, and clinician
• Keeps demographic information updated and accurate
• Communicates PCP change requests or transfer care/location requests

Skills on Resume: 

• Staff Training (Soft Skills)
• Procedure Expertise (Hard Skills)
• Call Handling (Hard Skills)
• Appointment Scheduling (Hard Skills)
• Data Accuracy (Hard Skills)
• Care Coordination (Soft Skills)
• Professional Communication (Soft Skills)
• Information Management (Hard Skills)

Job Summary: 

• Develops and delivers call center training to ensure the successful attainment of department goals and objectives
• Monitors individual and team dynamics and to identify opportunities for ongoing training
• Trains the Customer Care team on work procedures, work schedules, and process improvement initiatives
• Develop training in a variety of models, including classroom-style lectures, videos, e-learning, focus groups, desk aids, etc.
• Conduct training programs for new hires, along with refresher training for current employees, to ensure skills are kept up-to-date
• Creates and maintains training course content, manuals, and other training materials
• Creates, implements, and monitors the annual training plan
• Provides recommendations for improvements to existing processes to senior management
• Documents and maintains department standard operating procedures

Skills on Resume: 

• Training Delivery (Soft Skills)
• Team Monitoring (Soft Skills)
• Procedure Instruction (Hard Skills)
• Content Development (Hard Skills)
• Employee Training (Soft Skills)
• Material Creation (Hard Skills)
• Training Planning (Hard Skills)
• Process Improvement (Soft Skills)