Job Summary:

• Build relationships with contractors and clients to support and deliver on service levels, safety, and performance expectations.
• Supports the recruiting team to achieve headcount and retention goals per class. 
• Handles requests such as coordinating interviews, I9 processing, facilitating drug tests, and compliance requests.
• Collaborate with onsite team members to keep accurate records and reporting
• Track progress and performance weekly, monthly and quarterly.
• Process client and contractor request (schedule, steps of discipline, dress code, etc.)
• Support the client’s culture of “one team one dream.” 
• Active member in building this culture with the Primary contractors. 
• Important not to divide the culture through management style.
• Grow in the role of subject matter expert for this territory and client(s). 
• Provide feedback and direction to the organization that will result in financial growth and expansion.

Skills on Resume: 

• Relationship Building (Soft Skills)
• Recruitment Support (Hard Skills)
• Administration Skills (Hard Skills)
• Collaboration (Soft Skills)
• Progress Tracking (Hard Skills)
• Client and Contractor Support (Hard Skills)
• Cultural Alignment (Soft Skills)
• Subject Matter Expertise (Hard Skills)

Job Summary:

• Assist with team members' training and professional development 
• Ensure all call center protocol and procedures are followed.
• Assist team members with minor technical issues related to the phone system and/or computer. 
• Refer more complex issues to the IT department
• During peak periods, take calls to help meet production and quality metrics. 
• Assist with escalated calls to help with unresolved customer issues.
• Assist with customer complaints and assist with effectively resolving issues received from team members.
• Assist with reviewing recorded calls to identify opportunities for coaching.
• Assist with preparing and/or maintaining various reports
• Attendance and call center quality metrics reports.
• Assist with various, routine administrative tasks.

Skills on Resume: 

• Training and Development (Soft Skills)
• Compliance and Protocol Adherence (Hard Skills)
• Technical Support (Hard Skills)
• Issue Escalation (Soft Skills)
• Call Handling (Hard Skills)
• Escalated Call Resolution (Soft Skills)
• Customer Service (Soft Skills)
• Quality Assurance (Hard Skills)

Job Summary:

• Ensure the quality of the team’s performance and that production levels are met.
• Monitor department service levels
• Communicate employee schedules, ongoing coaching, and maintaining a positive and productive staff.
• Provide positive feedback and help motivate the Call Center Representatives to achieve all goals.
• Measure the performance of employees on productivity, efficiency, & service using defined KPIs.
• Send daily, weekly and monthly reports to management.
• Deliver established departmental SLA’s service level expectations.
• Address conflicts and provide insightful resolution with the mindset of preventing future issues.
• Create processes that benefit staff/all teams.
• Correspond to emails inside and outside of the company (i.e.: firms, clients, etc.) with a sense of urgency.
• Enforce break/lunch schedules, attendance policies, and company policies and procedures.
• Communicate directly with CAMG clients and as requested, regarding Call Center department matters.

Skills on Resume: 

• Performance Management (Hard Skills)
• Operational Oversight (Hard Skills)
• Communication and Scheduling (Soft Skills)
• Motivational Leadership (Soft Skills)
• Performance Analysis Using KPIs (Hard Skills)
• Reporting (Hard Skills)
• Conflict Resolution (Soft Skills)
• Process Improvement (Hard Skills)

Job Summary:

• Manages day-to-day team performance to ensure productivity.
• Complete QA monitoring of inbound and outbound calls
• Manages team performance in accordance with established KPI’s.
• Review productivity reports, and KPIs
• Manage individual and team performance issues.
• Perform quality control functions.
• Manage inbound and outbound call flow
• Oversee process of new contracts through the database
• Receives and resolves subscriber inquiries
• Generate cancellation forms, assist in reducing attrition, capture new, conversion and takeover leads
• Schedule repair service, resolve billing questions and process credits
• Responds to alarm activity

Skills on Resume: 

• Team Leadership and Performance Management (Soft Skills)
• Service Level Monitoring (Hard Skills)
• Effective Communication (Soft Skills)
• Performance Measurement (Hard Skills)
• Reporting and Analytics (Hard Skills)
• Service Level Agreement (SLA) Management (Hard Skills)
• Conflict Resolution and Problem Solving (Soft Skills)
• Process Improvement and Policy Enforcement (Hard Skills)

Job Summary:

• Drive core transformation efforts in the establishment of an integrated patient-centric access model. 
• Lead development, enhancement and implementation of an enterprise Patient Access Services strategy that will address the requirements of a rapidly changing clinical environment. 
• Benchmark service level metrics against national standards and enhance performance with data-driven decisions. 
• Implement strategy and tactics to continuously improve KPIs that improve the patient experience throughout all channels. 
• Using industry best practices, develop and implement effective employee engagement strategies and culture of accountability to promote job effectiveness, satisfaction and reduce unwanted staff turnover. 
• Develop and infuse a culture of continuous improvement, providing open forums for employee feedback, engagement with the practice leaders/departments, and knowledge of and integration with existing and new technology platforms. 
• Develop business plans and staffing models to meet existing and future needs of Operations. 
• Participate in strategic initiatives, and provide insights on patient and team member impact of organizational initiatives. 
• Assists supervisor/manager with the management of daily activities over a group of agents that handle customer service inquiries and problems via the telephone and sometimes e-mail.
• Provides direction and guidance to less experienced team members and provides coaching on how to handle more complex inquiries.
• Recognizes and recommends areas needing improvement.

Skills on Resume: 

• Strategic Leadership and Planning (Soft Skills)
• Data Analytics and Performance Management (Hard Skills)
• Change Management (Soft Skills)
• Operational Excellence (Hard Skills)
• Workforce Planning and Development (Hard Skills)
• Stakeholder Engagement (Soft Skills)
• Team Leadership and Development (Soft Skills)
• Innovative Problem-Solving (Soft Skills)

Job Summary:

• Develop and supervise a team of agents directing activities for the achievement of company targets and goals.
• Identify, monitor and articulate reporting requirements which includes targets, specific data, anticipated outcomes and other key performance indicators.
• Identify, recommend and support the implementation of various programs for the improvement of contact center processes through support of quality and training efforts.
• Prepare, develop and conduct performance evaluations, make employment decisions, set up performance goals and targets for assigned team.
• Lead and drive key initiatives that align with end-state goals by working cross-functionally with internal and external teams.
• Performs duties professionally and contributes to a positive work environment.
• Promote an employee-centric culture that encourages employee satisfaction and engagement.
• May assist in scheduling and coordinating team activities.
• May provide input into hiring decisions and performance appraisals, but does not necessarily make hiring decisions or conduct performance appraisals.
• Participates in training and quality assurance assists with supervision of employees Performs Call Evaluations
• Quarterly Performance Evaluations
• Perform employee alarm statistics

Skills on Resume: 

• Leadership and Team Management (Soft Skills)
• Data Analysis and Reporting (Hard Skills)
• Process Improvement (Hard Skills)
• Performance Management (Soft Skills)
• Cross-functional Collaboration (Soft Skills)
• Professionalism and Communication (Soft Skills)
• Employee Engagement and Satisfaction (Soft Skills)
• Scheduling and Coordination (Hard Skills)

Job Summary:

• Serves as a lead staff member to observe Customer Service Representatives in accordance with policies and procedures.
• Participates in training and coaching of CSRs in conjunction with Training Specialist and Call Center Management.
• Monitors service levels and communicates issues to the Supervisor.
• Handles escalated calls, takes appropriate action to calm upset customers and resolves customer complaints.
• Observe the work environment to ensure compliance with established policies and procedures.
• Provides feedback to Call Center Management regarding employees performance.
• Acts as the primary point of contact for CSRs in the absence of a Supervisor.
• Leads staff responsible for responding to customer service activities generated by stakeholders with relation to accounts in a wide range of companies and businesses, focused on class actions inquiries for the KCC/Gilardi business line. 
• Focuses on innovation and team’s development to achieve results.     
• Contributes to the overall objectives of the Communications Center by motivating team to meet and exceed individual, team and site goals.     

Skills on Resume: 

• Leadership (Soft Skills)
• Communication (Soft Skills)
• Conflict Resolution (Soft Skills)
• Attention to Detail (Hard Skills)
• Team Management (Soft Skills)
• Adaptability (Soft Skills)
• Training and Coaching (Hard Skills)
• Customer Focus (Soft Skills)

Job Summary:

• Ensure and maintain a high standard of customer service in accordance with Altasciences' quality standards 
• Rules of ethics applicable at all times between the call center employees and the participants
• Supervise employees during work shifts and provide feedback on daily performance
• Act as a mentor and role model
• Assist the call center supervisor and assist in the training of new employees and ensure that procedures are followed
• Communicate problems and propose solutions to supervisors and managers
• Plans and ensures adherence to the schedule according to the needs of the department
• Update the objectives of ongoing projects
• Deal with complaints from participants
• Ensure the confidentiality of information received from participants and/or clients
• Carry out all work in respect of the regulations and company’s policies

Skills on Resume: 

• Customer Service Excellence (Soft Skills)
• Ethical Conduct (Soft Skills)
• Leadership and Supervision (Soft Skills)
• Communication Skills (Soft Skills)
• Organizational Skills (Hard Skills)
• Project Management (Hard Skills)
• Conflict Resolution (Soft Skills)
• Confidentiality and Compliance (Soft Skills)

Job Summary:

• Oversee the agent handling of the request process from the time of the initial inquiry to its closing and beyond.
• Guide and coach the team through challenging calls and requests ensuring a positive outcome.
• Manage VIP or executive requests
• Ensure the effective and efficient management of agent queries and questions aiming for total customer satisfaction.
• Identify, organize and initiate relevant training on destinations and products (Hotels, ground operators etc.)
• Ensure all amendments to any element of the tour package are undertaken in full compliance of rules and regulations.
• Check and approve all project operation documentation.
• Take ownership and conclude any issues or concerns that require escalation.
• Confirm the confidentiality of customer data is managed in compliance with all applicable regulations.
• Set department working patterns and hours to provide suitable cover for call and communication flows.
• Prepare reports to analyze call center data to improve processes and conversion rates.
• Adhere to work and accommodate business requests (including flexible locations & working hours). 
• Achieve the conversion & revenue target and ensure customer satisfaction

Skills on Resume: 

• Excellent Customer Service Skills (Soft Skills)
• Ethical Awareness (Soft Skills)
• Leadership and Supervision (Soft Skills)
• Training and Development (Hard Skills)
• Problem Solving (Soft Skills)
• Time Management (Hard Skills)
• Project Management (Hard Skills)
• Conflict Resolution (Soft Skills)

Job Summary:

• Coach and develop a team of Advisors to deliver an exceptional customer experience and deliver against personal and business objectives.
• Deliver ongoing performance improvement through effective 121s and coaching, in line with established Dyson models and Customer Service best practices.
• Manage underperformance within the ‘What and How’ to successful and positive outcomes for both Advisors and Dyson.
• Engage with and ensure compliance with HR policies and approach.
• Build and maintain a team environment centered on Customer Service Advisor empowerment, decision making and ownership.
• Support the operational management and delivery of all Contact Centre goals and deliverables
• Seek and recommend opportunities for efficiency, performance or customer experience improvements across the Contact Centre.
• Proactively share best practices and collaborate with peers and colleagues to ensure the ongoing development of the Contact Centre.
• Support the ongoing development and evolution of the Contact Centre as a multi-channel, sales and service center.
• Drive performance in a positive and engaging way with a culture focused on enhancing the Dyson owner and employee experience.
• Adapt to change, be resilient and act as a role model to colleagues across Customer Services and Dyson as a whole.
• Demonstrate commercial awareness of Dyson’s challenges and an ability to bring those to life with Customer Service Teams.
• Demonstrate a data-driven, objective approach to performance management and development.
• Listen to customers, teams and peers to support ongoing improvements for Dyson’s teams and customers.

Skills on Resume: 

• Leadership and Team Development (Soft Skills)
• Performance Management (Hard Skills)
• Conflict Resolution and Management (Soft Skills)
• HR Compliance and Policy Adherence (Hard Skills)
• Empowerment and Decision Making (Soft Skills)
• Operational Management (Hard Skills)
• Continuous Improvement (Soft Skills)
• Communication and Collaboration (Soft Skills)

Job Summary:

• Selling and presenting a private medical consultation service to U.S. Military Veterans who need assistance with VA disability rating.
• Effectively establish rapport, present company value, and create motivation with the veteran clients 
• Gather the necessary documents to build a current medical strategy designed to help the veteran client gain all eligible disability compensation.
• Strong ability to articulate thoughts in a precise and professional manner so veteran clients are clear on the process to assist.
• Entering and updating veteran client information into the CRM system
• Resolving objections, concerns, and issues consistent with the daily tasks within the Veteran Intake Department.
• Gain commitment from veterans by getting signature
• Service Agreement which contains terms, fees, and details of payment to be rendered by the client.
• Ensures staff is kept up to date with all Communications Center directions, strategies, actions policies and procedures.  
• Uses systems, management information, and feedback from team to identify trends and develop plans for process improvement.     
• May include daily/weekly interaction with internal/external clients regarding customer service issues.
• Assist Manager with various daily operational tasks or special projects.

Skills on Resume: 

• Sales and Presentation Skills (Hard Skills)
• Rapport Building (Soft Skills)
• Communication Skills (Soft Skills)
• Document Management (Hard Skills)
• Customer Relationship Management (CRM) (Hard Skills)
• Objection Handling (Soft Skills)
• Negotiation and Contract Management (Hard Skills)
• Team Communication and Process Improvement (Soft Skills)