• Accept and handle supervisory requests and calls from staff and customers. 
• Provide the Call Center Manager with all information about any extraordinary situations.
• Ensure that the staff follows call control procedures at all times and enforce all department and company policies.
• Collaborate with the call center manager in the development and implementation of training for newly hired and existing customer service representatives.
• Maintain accurate performance evaluations of the Customer Service Representatives by reviewing message history, call history, trip setup and recorded calls.
• Coordinate and approve the monthly schedule, scheduling requests and call que assignments.
• Provide back-up support to the Call Center Manager
• Supervise a team of Call Center Agents
• Provide access to various applications and systems required for job
• Create, maintain and update information resources including division contact information, distributor information and product literature (technical documents, brochures, product samples, FAQs)

Skills: Supervisory Skills, Communication Skills, Problem-Solving, Training and Development, Performance Evaluation, Scheduling and Coordination, Team Leadership, Technical Proficiency

• Supervise a team of customer service representatives in the BAC customer service team
• Ensure prompt and courteous, service to all Gallagher departments we support
• Assist with the intake process for new work that is transferred to the Las Vegas Service Center
• Train and develop hourly associates within the department
• Review metrics and determine process improvement initiatives for the teams
• Implement the service center’s policies, procedures and operating plans
• Anticipate and provide solutions needed to the most complex business, operations, and customer service problems
• Act as key contact for transmission of information relating to the Call Centre function
• Create standard operating procedures for the handling of various tasks within the Call Center
• Gather monthly statistics for the team
• Handle escalated inquiries or difficult calls
• Conduct QA reviews of contacts made through call center
• Partner with call center manager with open communication on successes and challenges

Skills: Leadership and Team Management, Customer Service Excellence, Process Improvement, Training and Development, Policy Implementation, Problem Solving, Communication and Collaboration, Quality Assurance (QA)

• Assist in hiring and training new call center staff.
• Coordinate with other departments to set goals and targets.
• Motivate the team to achieve the given targets.
• Resolve staff queries regarding the company’s policies and sales issues.
• Ensure the staff is following the company’s rules and regulations.
• Maintain the call center database including staff performance and call log.
• Uphold the standard of the services.
• Provide suggestions to the upper management to improve the quality of services and productivity.
• Ensure a friendly and healthy environment for the staff.
• Promotes a cooperative and pleasant work environment to encourage employee retention.
• Performs duties of Lead Scheduler, Scheduler and Communications Operator

Skills: Recruitment and Training, Interdepartmental Coordination, Team Motivation, Conflict Resolution, Regulatory Compliance, Database Management, Quality Assurance, Strategic Thinking

Provides supervision for call center schedulers and communications operators. 

Assists in translating departmental goals into individual team member goals.

Develops metric-based performance standards and evaluates team member performance.

Provides ongoing coaching and retraining to improve team and individual performance.

Develops and conducts new employee orientation to the call center, safety orientation and in-depth training on job duties and responsibilities for call center staff.

Monitors timesheets for accuracy and completeness and processes and approves payroll.

Identifies the need for cross-training and conducts the training needed. 

Assigns and monitors work, and audits workflow, approves time off and ensures adequate coverage.

Monitors work queues and call volume and reallocates team members to provide excellent service to patients.

Assists in collecting and reviewing call center statistical data and reports to identify trends and address

Skills: Leadership and Supervision, Goal Alignment, Performance Management, Training and Development, Administrative Proficiency, Cross-Training, Workflow Management, Data Analysis and Reporting

• Accountable for the management and delivery of the overall client experience through all customer contact points and communication channels.
• Establish and maintain relations with key internal and external customers and serve as the face of the customer experience for all customer touchpoints.
• Handle escalated customer issues such as BBB, SM and customers with extended resolutions.
• Develop and act on reporting and performance metrics (KPIs) to regularly analyze the performance of service functions against customer needs, ensuring that American Standard continues on its trajectory to becoming a best-in-class value-add service.
• Steward the warranty program including customer inquiries, problem identification and resolution, financial monitoring and risk assessment.
• Drive continuous improvement to processes and systems that impact ability to service customers effectively and efficiently.
• Designs and delivers training programs
• Develop and build a high-performing team based on empowerment and accountability by identifying, recruiting, coaching and developing current and new employees.
• Follow up on customer issues, and ensure appropriate and timely service ticket assignments.
• Ensure accurate information is captured in a timely manner in the appropriate company CRM tool.

Skills: Customer Experience Management, Relationship Building, Conflict Resolution, Performance Metrics, Warranty Program Management, Process Improvement, Training and Development, Team Leadership

• Develop and utilize troubleshooting skills applicable to assisting and training customers on product use and determining if dispatching service is appropriate.
• Develop and utilize soft skills to ensure customer trust and satisfaction.
• Working knowledge of company products, capable of training customers and employees.
• Working knowledge of customer service agreements, customer service methods and procedures.
• Identifying and reporting out on service requests, customer issues and resource requirements.
• Improves customer service response, contributes to workmanship and product improvements by reviewing and communicating to key management partners service metrics, lead training, participating in operations meetings.
• Develop standard procedures and policies to better serve customers.
• Provide Quality coaching sessions to CSRs at minimum, one time per week
• Review, approve and maintain time sheets on or before the defined company deadlines
• Provides input and/or assistance in suggesting and/or formulating new policies and procedures
• Recommends changes to existing policies and procedures to improve operations inefficient achievement of performance indicators or to support changing business requirements
• Conducts problem-solving to “own” issues and shares continuous improvement opportunities with leadership

Skills: Troubleshooting Skills, Customer Service Expertise, Product Knowledge, Familiarity with Customer Service Agreements, Issue Identification and Reporting, Continuous Improvement, Policy Development, Coaching and Training.

• Develop customer Service Representatives (CSRs) to respond respectfully to Friends and Family (F&F) inquiries including troubleshooting issues with services or products
• Ensure all CSRs understand and comply with all call center objectives, performance standards, and policies while inspiring and motivating team members to drive efficiencies and increase quality
• Ability to answer incoming calls from F&F members and assist with account transactions and inquiries via telephone to include escalations
• Administer the department’s incentive and evaluation programs to reward the performance of individuals and to pinpoint individuals requiring further product training and development
• Manage all assigned staff by monitoring and evaluating performances during weekly coaching sessions where can provide individual plans for enhancement and/or improvement where necessary
• Monitor Friends & Family ACD performance to ensure that the skills are adequately staffed that day to reach the department goal of maintaining an ASA goal of less than 3 minutes daily
• Monitor and evaluate performance
• Provide learning or coaching opportunities and take corrective action
• Work with other supervisors and management team members to support agents and maximize customer satisfaction while coaching each CSR with specific key practical behaviors and documenting each coaching interaction
• Set expectations, provide clear direction to ensure consistent progress is made toward monthly, quarterly, and annual goals dictated by company performance evaluations
• Review Quality Audits to CSRs when received

Skills: Training and Development, Leadership and Team Management, Customer Support Skills, Performance Evaluation and Management, Call Center Operations Management, Performance Monitoring and Evaluation, Collaboration and Teamwork, Goal Setting and Performance Management

• Experience in the financial industry or Call Center environment with direct customer contact
• Experience in banking or financial services 
• Supervisory and technical experience
• Ability to handle multiple priorities with organization, attention to detail and follow-through
• Ability to lead and manage others effectively
• Desire to provide outstanding member service
• Ability to discuss products and services
• Professional appearance coupled with an enthusiastic, assertive personality.
• Strong computer skills and Self-motivated
• Proficient verbal and written communication skills

Qualifications: BA in Business Administration with 2 years of Experience

• Knowledge of corporate policies, procedures and service area desired
• Ability to understand customer business
• Ability to work in rotated hours/shifts
• Ability to work effectively with employees at all levels of the corporation, outside agencies and the general public and obtain cooperation in complex organization
• Ability to conduct classes of instruction and evaluate agents
• Effective communication and report writing skills.
• Strong analytical aptitude
• Strong communication skills with proficiency in English
• Experience with MS Office, especially MS Excel
• Envision and implement strategic direction / Self-motivated/excellent organizational skills.

Qualifications: BA in Communication Studies with 3 years of Experience

• Leadership experience within a Call Center environment.
• Experience with interpreting and understanding government guidelines.
• Experience with improving overall customer experience.
• Experience with workforce management planning.
• Experience working with call center quality improvement initiatives.
• Proven ability to manage a workload within short timelines.
• Excellent analytical skills and strong decision-making abilities.
• Strong communication and leadership skills.
• Excellent verbal, written and interpersonal skills.
• Ability to multi-task in a fast-paced, production environment and meet operational weekly/monthly/annual goals.
• Intermediate proficiency in Outlook, Excel, Word and PowerPoint.

Qualifications: BA in Psychology with 2 years of Experience

• Excellent written, verbal, and interpersonal communication skills
• Critical thinking and problem-solving skills
• Familiarity with medical policies and procedures and HIPPA
• Organizational and administrative skills
• Self-motivated, goal-oriented individual
• Ability to deliver unfavorable news and resolve conflict
• Work independently and in a team environment
• Strong computer skills and working knowledge of Microsoft Outlook, Excel, and Word
• Demonstrated leadership, coaching and team-building skills
• Previous Call Center experience and knowledge of Nortel Contact Center Manager

Qualifications: BA in Human Resources Management with 3 years of Experience

• Supervisory or management role in a call centre environment and/or solid e-commerce
• Very strong leadership skills to mentor staff
• Ability to make quick decisions, multi-task and great problem-solving skills
• Ability to train, coach and provide staff with communications and feedback
• Strong communication skills
• Open-minded and excited to join a smaller company with the ambition for growth
• Adaptability, work ethic and a positive attitude
• Experience with Zendesk and Freshdesk
• Experience with Workforce Management
• Supervisory experience
• Excellent communication skills

Qualifications: BA in Information Technology with 2 years of Experience

• Knowledge of physician practices, managed care, member services and health plans.
• Proficient in all Microsoft applications including Microsoft Word, Windows, Excel, and an email system.
• Travel between SJHH locations.
• Knowledge of telephone systems and telephone monitoring software.
• Must possess excellent written, verbal, listening, and interpersonal communication skills.
• Demonstrates strong customer service orientation.
• Must demonstrate critical thinking skills.
• Must be computer literate and have a working knowledge of Windows applications.
• Demonstrates ability to manage multiple projects effectively and to work in a fast-paced environment.
• Effective employee management skills.

Qualifications: BA in Organizational Leadership with 3 years of Experience

• Ability to supervise, facilitate multiple tasks and achieve results through teamwork and influencing others.
• Ability to work effectively under pressure by prioritizing work responsibilities and re-negotiating deadlines.
• Excellent organizational skills.
• Ability to influence individuals and groups through coaching and teamwork.
• Proficient in use of call center case tracking software, CTI, and exposure to other call center tools, including workforce management, preferred.
• Bilingual English/Spanish communication skills, preferred.
• Experience working in a call center environment.
• Experience working in a healthcare environment.
• Lead/supervisory/management experience in a healthcare setting.
• Experience with telephone systems and telephone monitoring software

Qualifications: BA in Marketing with 4 years of Experience