Job Summary:

• Manages a team of assigned customer service representatives for Digital Products and ensures compliance with Credijusto guidelines particularly related to quality of service.
• Monitors or reviews Inbound (800’s Main Credijusto for any request related to any Credijusto area) and Outbound (Pipeline follow-up, Collection, NPS Survey Calls) or other correspondence between representatives and customers/prospects for Digital Products.
• Conduct monitoring and coaching sessions with customer service representatives.
• Ensures that representatives are informed about changes to Credijusto products and services or new Financial products.
• Prepares monthly reports summarizing the assigned customer service teams performance.
• Conduct daily performance reviews and team meetings.
• Prepares knowledge-based documents such as summaries and responses to frequently asked questions.
• Identifies opportunities to update or improve customer service procedures and makes recommendations to the Customer Service Manager or other appropriate staff.
• Coordinate with Training & Quality Assurance to identify systemic quality improvement opportunities on Digital Products.
• Represent the team on special projects/initiatives
• Ensure that the Contact Center is providing quality and efficient customer service to all users of the system
• Ensure that Contact Center staff have the appropriate training and professional development opportunities 
• Managing aggressive behaviors, and security training required by law.

Skills on Resume: 

• Strategic Planning (Hard Skills)
• Market Analysis (Hard Skills)
• Relationship Building (Soft Skills)
• Negotiation (Soft Skills)
• Team Leadership (Soft Skills)
• Revenue Growth (Hard Skills)
• Client Acquisition (Soft Skills)
• Product Innovation (Hard Skills)

Job Summary:

• Communicates with, motivates and appropriately rewards associates.
• Creates incentives, holds contests and similar activities to foster a work environment that is both challenging and fun
• Monitors calls to ensure quality service is being offered to all customers
• Coaches associate on best practices, and areas of improvement through meaningful conversation
• Responsible for ensuring team metric goals are met
• Enforces policies and procedures are uniformly followed among associates
• Acts proactively with client issues
• Establishes and monitors individual team members' performance against established goals and takes appropriate action
• Supports the Quality Management System by understanding and proactively upholding guidelines
• Answers incoming calls during times of high volume
• Casts the Shadow of a Leader when on the phone, demonstrating proper phone etiquette, quality of communication, and striving to delight customers

Skills on Resume: 

• Effective Communication (Soft Skills) 
• Motivational Leadership (Soft Skills) 
• Performance Monitoring (Hard Skills) 
• Coaching and Mentorship (Soft Skills) 
• Goal Achievement (Hard Skills) 
• Policy Enforcement (Hard Skills) 
• Proactive Problem-Solving (Soft Skills) 
• Quality Assurance (Hard Skills)

Job Summary:

• Facilitating and collaborating with the Mission Center and supporting departments to obtain census goals for all of inpatient facilities, and maximizing capacity utilization of outpatient/MAT programs
• Demonstrate leadership, professional, and uncompromising ethical behavior always
• Responsible for reviewing escalated calls, identifying themes and opportunities, and coaching the team leads to the department standard
• Complete a minimum of 4 hours of live listening per month and 4 hours of taking calls per month
• Remains up to date on all required Relias E-Learning and classroom trainings
• Follows all RCA and department-specific policies and procedures
• Responsible for performance management of the Team Leads, which includes but is not limited to onboarding, continuing education, one on one reviews/scorecards, and updates around departmental changes
• Oversee and contribute to day-to-day operations of team lead group
• Liaise with regional leaders to collaborate on process improvement suggestions and opportunities to support team lead development
• Oversee and contribute to regular audits on both the treatment advisors and leadership to ensure performance is meeting or exceeding departmental standards
• Serve as the ad hoc SME and liaison for both cross-departmental and mission center-specific projects
• Develop and execute continuing education opportunities for both the treatment advisors and team leads

Skills on Resume: 

• Leadership & Ethics (Soft Skills)
• Collaboration & Facilitation (Soft Skills)
• Performance Management (Soft Skills)
• Call Analysis & Coaching (Hard Skills)
• Training & Development (Hard Skills)
• Operational Oversight (Hard Skills)
• Process Improvement (Hard Skills)
• Project Liaison (Soft Skills)

Job Summary:

• Supervises the development of team performance to meet or exceed team department goals which may involve additional training and/or special counseling.
• Accept responsibility for the success of associates and maintaining a pleasant work environment.
• Monitor real-time performance of the team utilizing ACD system and other systems available.
• Evaluate and document associate performance and disciplinary actions and subsequent discussion with individual associates which may involve termination on a timely basis.
• Participate in weekend schedule rotation.
• Assist team members in dealing with difficult or complex customer situations.
• Support and comply with company/departmental policies and procedures.
• Be alert to current call activities and new issues that may develop.
• Conduct weekly communication meetings with team members.
• Assist new trainees with further development of job skills.
• Delegate work and oversee its completion.
• Maintain outstanding individual and group communication skills.
• Interact with management personnel from other departments in addition to team members.

Skills on Resume: 

• Leading mobile app development (Hard Skills)
• Designing scalable and robust solutions (Hard Skills)
• Following industry standards (Hard Skills)
• Building backend expertise (Hard Skills)
• Hands-on development (Hard Skills)
• Consulting cloud architects (Soft Skills)
• Using infrastructure as code (Hard Skills)
• Automating patterns (Hard Skills)

Job Summary:

• Develop customer support specialists to achieve client and company goals
• Recognize, reward, and encourage successful performance through ongoing monitoring and hands-on coaching, inspire and build team commitment.
• Manage employee performance, to include coaching, communicating employee progress toward goals, and taking corrective actions
• Track and document Representative performance, and provide feedback on daily work, service levels, and applicable performance metrics.
• Work with Contact Center leadership to identify and implement process improvements to maximize quality, efficiency, and cost-effectiveness of the team, and facilitate ongoing process improvements.
• Communicate company strategies, client initiatives, system enhancements, performance, and other key information to the team, and conduct team meetings regularly.
• Participate in the execution of day-to-day operations, which includes maintaining service levels, adherence, call resolution time, service quality, and other key performance metrics.
• Partner with Human Resources, Learning Solutions, IT, and other departments to ensure effective department operations and superior customer service, and administer company policies and practices.
• Recommend process/operational improvements to build/enhance efficiencies, reduce costs, and improve the overall level and quality of service
• support service level achievement and service excellence to help credit unions grow and prosper.
• Meet with client representatives to determine procedural requirements, conduct call calibrations, investigate/resolve internal and external issues, and communicate results to the client and internal management

Skills on Resume: 

• Team Leadership and Development (Soft Skills)
• Performance Management (Soft Skills)
• Process Improvement (Hard Skills)
• Effective Communication (Soft Skills)
• Operational Management (Hard Skills)
• Collaboration (Soft Skills)
• Client Relations (Soft Skills)
• Process Optimization (Hard Skills)

Job Summary:

• Provide direction and leadership to staff
• Guide and coach staff in the completion of their day-to-day responsibilities and ensure that established policies and procedures are followed.
• Handle interviewing, hiring, promotions, transfers, performance appraisals, compensation, counseling, and termination of staff.
• Develop and maintain all subordinate personnel by applying the necessary training and leadership that will allow internal growth and advancement.
• Direct staff to ensure duties and performed according to departmental performance standards.
• Contribute to the review, implementation, and change management for mission center processes
• Oversee and contribute to regular audits of the mission center processes to analyze risk and vulnerabilities and work with the stakeholders to develop controls and mitigate risk
• Participate in the evaluation and implementation of new products and services.
• Maintain thorough knowledge of Visa/MasterCard and Banking regulations and industry changes.
• Assist department members in minimizing errors that might result in monetary loss to PSCU.
• Notify Managers of any issues that arise during or after regular business hours.

Skills on Resume: 

• Team Leadership (Soft Skills)
• Staff Coaching (Soft Skills)
• Human Resources Management (Hard Skills)
• Personnel Development (Soft Skills)
• Performance Management (Hard Skills)
• Risk Management (Hard Skills)
• Process Improvement (Hard Skills)
• Regulatory Compliance (Hard Skills)

Job Summary:

• Assists in the hiring and training of all new departmental employees
• Proven ability to train and coach team members to increased levels of performance and effectiveness
• Manages the performance and continual development of team members. 
• Completes daily/weekly reports for their teams and identifies and shares coaching opportunities for production improvement.
• Responsible for daily production to ensure that the Lives Changed, Cancellation and Acceptance rates goals
• Completes annual evaluations with leadership approval, and recommends salary adjustments, transfers, promotions and dismissals
• Conducts audits within the team to identify and implement improvements to workflow that result in improved cycle time, better customer satisfaction, and enhance reputation for quality service
• Regularly updates senior leadership regarding the activities of assigned projects and operations, and provides statistical reporting of call center efficiency and other various activities
• Supervises the day-to-day activities of the Member Relations contact center operations and partners with the Command Center for maximum appointment bookings
• Assists with incoming/outgoing calls during peak times to maintain service goals, providing production support and addressing escalated calls and non-standard customer service-related issues
• Clearly communicates information to the Member Relations team on priorities, member needs, mission, vision and goals

Skills on Resume: 

• Hiring and Training (Hard Skills)
• Team Coaching (Soft Skills)
• Performance Management (Hard Skills)
• Reporting and Analysis (Hard Skills)
• Workflow Optimization (Hard Skills)
• Leadership Communication (Soft Skills)
• Contact Center Operations Management (Hard Skills)
• Customer Service Support (Soft Skills)

Job Summary:

• Understands, promotes and demonstrates the Solis Way
• Supervises and coaches contact center agents on Solis processes, guidelines and metrics on a day-to-day basis.
• Functions as the point of contact as identified in supervisor's availability schedule to answer questions and provide advice and support.
• Monitors the queue and tier escalation process and takes calls to ensure calls get answered on a timely basis and that Contact Center goals are met.
• Handles escalated calls from patients and referring physicians.
• Provides support, answers questions and guides agents to use available resources.
• Utilizes all policies and processes with 100% compliance.
• Monitors and observes the performance of Contact Center agents.
• Completes quality assurance, Contact Center metrics, and attendance reports on a timely basis.
• Tracks and maintains Excel discussion log with agents.
• Assists in creating documentation, job aids, and memos and policies for the contact center.

Skills on Resume: 

• Company Process Adherence (Hard Skills)
• Team Supervision and Coaching (Soft Skills)
• Point of Contact Management (Soft Skills)
• Queue and Escalation Monitoring (Hard Skills)
• Conflict Resolution (Soft Skills)
• Policy Compliance (Hard Skills)
• Performance Monitoring (Hard Skills)
• Documentation and Policy Creation (Hard Skills)

Job Summary:

• Utilizes escalated calls as a training opportunity with agents.
• Maintains patient confidentiality 100% of the time.
• Maintains productivity and ensures minimal downtime.
• Ensures adherence to Contact Center policies and procedures.
• Forms strong working relationships within the team and treats each other with respect.
• Participates in interviews to select the most qualified candidates for the position.
• Conducts team meetings for assigned agents.
• Addresses any team member issues, delivers corrective action and monitors behavior.
• Coaches on strengths, areas of opportunity and provides coaching regarding performance metrics and quality.
• Gives reviews twice per month with direct reports and documents discussions and actions taken.
• Supports Director with projects on basis.
• Interacts with other departments to ensure efficient and service-oriented operation.

Skills on Resume: 

• Training and Development (Soft Skills)
• Confidentiality Maintenance (Hard Skills)
• Productivity Management (Hard Skills)
• Policy Adherence (Hard Skills)
• Team Building and Collaboration (Soft Skills)
• Interviewing and Selection (Hard Skills)
• Performance Coaching (Soft Skills)
• Cross-Departmental Collaboration (Soft Skills)

Job Summary:

• Supervise and manage the daily work of the Contact Center staff, including hiring, training, and preparing Contact Center Representatives
• Respond to customer inquiries and complaints and troubleshoot problems
• Become an expert in the BRC Unit's IT System and ensure that staff complete the work consistent with the IT System's design.
• Work with the Associate Commissioner and BRC Manager on system improvements and enhancements
• Document and assist with highlighting issues and recommending system improvements
• Design the Unit's workflow and triage system to ensure timely, consistent, and appropriate resolution
• Utilize data analytics to determine the success of the Contact Center and EEC 
• Develop appropriate training and support resulting in fewer routine calls and issues.
• Interact with leadership in other areas of the office to provide updates on case workflow
• Provide data analytics on call center volume, prepare reports and analyze data 
• Assist management in determining metrics to measure workload
• Ensure that the workflow of the BRC Unit is running in an effective and efficient manner 
• Identify and work to rectify and inefficiencies in the process.

Skills on Resume: 

• Team Supervision and Management (Soft Skills)
• Customer Inquiry Resolution (Soft Skills)
• IT System Proficiency (Hard Skills)
• Process Improvement (Hard Skills)
• Workflow Design (Hard Skills)
• Data Analytics (Hard Skills)
• Training and Development (Soft Skills)
• Cross-Departmental Collaboration (Soft Skills)

Job Summary:

• Supervises contact center associates who handle incoming interactions for claimants of life insurance, disability protection, and unemployment benefit products.
• Monitors associate and contact center performance to ensure service levels and customer service standards are met
• Assures service goals are met by selecting and training customer service representatives
• Serves as a resource to contact center associates
• Responsible for planning, staffing, work directing, and managing the performance of individuals and teams through timely and consistent feedback, including analysis of Key Performance Indicators
• Provide fair, constructive, and timely feedback toward performance expectations and goals, while giving assistance, guidance, and coaching support
• Keeps abreast of new call center technology and best practices. 
• Recommends and oversees the implementation of new technologies and supporting procedures
• Reviews workflows and evaluates existing procedures on a consistent basis 
• Make recommendations for improvement, develop plans, and oversee implementation

Skills on Resume: 

• Contact Center Supervision (Soft Skills)
• Performance Monitoring (Hard Skills)
• Staff Training and Development (Soft Skills)
• Resource Management (Soft Skills)
• Key Performance Indicator (KPI) Analysis (Hard Skills)
• Coaching and Feedback (Soft Skills)
• Technology Implementation (Hard Skills)
• Process Improvement (Hard Skills)