Call Center Operations Resume Samples

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K Senger

Kamille

Senger

84354 Gibson Stream

Dallas

+1 (555) 394 7251

84354 Gibson Stream

Dallas

Phone

p +1 (555) 394 7251

Experience Experience

Philadelphia, PA

Call Center Operations Supervisor

Philadelphia, PA

Durgan, Parker and Pacocha

Philadelphia, PA

Call Center Operations Supervisor

Works closely with Department Manager to develop, coach, and/or mentor subordinate staff
Create and deliver Performance Development Plans. Complete merit review according to Merit Promotion Policy
Assist in providing ongoing training and retraining of the staff through topic specific in-services
Work with the Call Center Operations Community Manager in recruitment, hiring, training, monitoring, coaching, counseling, disciplining and evaluation of staff
Actively develops agents and team leads, preparing them for advanced opportunities
Monitor and run Symposium reports for real-time and daily review and provide written analysis of trends
Establish effective and trusting relationships with medical office facility leaders

Houston, TX

Call Center Operations Specialist

Houston, TX

Goyette LLC

Houston, TX

Call Center Operations Specialist

Develop and maintain sophisticated forecasting and capacity models, and develop tools and techniques that enhance the quality and accuracy of the forecast
Execute key steps throughout the scheduling/assessment process
Creates Training based on New Hire and Refreshment of policy/procedures
Makes good, timely decisions in defined situations with interdependencies or multiple factors to consider
Implementation of Process Improvement
May work across multiple domains to support operational processing
Manage interview/testing/assessment logistics

present

Houston, TX

VP of Call Center Operations

Houston, TX

Boyer, Rogahn and Kertzmann

present

Houston, TX

VP of Call Center Operations

present

Develops and aligns workforce strategies to address key business plans and facilitate organizational change initiatives
Collaborates with executive management to build the call center operations strategy and infrastructure in a rapid-growth environment
Reviews and updates/rebuilds Key Performance Indicators and key metrics that will support continuous improvement and growth for employees, managers, and the Company
Works with executive management to meet consistent service levels, client objectives, and optimize agent efficiency/occupancy
Responsible for driving and reporting all statistical data in addition to bringing creative operational ideas that will increase productivity
Reviews and updates/rebuilds the quality assurance process
Implements and reviews policies, procedures, and operating structure of the call center. Ensures policies and procedures are adhered to on a daily basis

Education Education

Bachelor’s Degree in Business

New York University

Bachelor’s Degree in Business

Skills Skills

Medium to high knowledge of IT and services industry
In-depth knowledge of company organization and policies, HPS services offerings, end to end processes, tools, and routes to market
Good presentation skills. Ability to influence different functions, geographies, and the ability to build strong consensus. Impacts internal and external clients on WW basis
Proven ability to lead teams to achieve results, exercise independent judgment and handle unique situations to accomplish goals in tight time frames
Demonstrated skills in planning and financial analysis
Medium level of planning, project management and change management skills. Project and change management training and certification as appropriate
Problem detection and analysis of root cause

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11 Call Center Operations resume templates

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Manager, Call Center Operations Resume Examples & Samples

Bachelor's degree in Business, related field or equivalent experience
5+ years of call center management experience
Working knowledge of call center systems
Previous experience as a lead in a functional area, managing cross functional teams on large scale projects or supervisory experience including hiring, training, assigning work and managing the performance of staff

Call Center Operations Specialist Resume Examples & Samples

Positively represent client to candidate
Execute key steps throughout the scheduling/assessment process
Enter and maintain accurate candidate data and status changes
Act as an SME on processes, platforms, and procedures
Draft and modify Standard Operating Procedures
May work across multiple domains to support operational processing
May be cross trained to support other business units or processes
Adhere to the Assessment Process Standard Operating Procedures (SOPs) by client to ensure compliance with legal requirements and labor laws
Ensure compliance with Aon’s Code of Conduct and Data Privacy policies
Schedule recruiter screening interviews with candidates
Manage interview/testing/assessment logistics
Respond to candidate inquiries for support with application process
Provide appropriate reporting and data analysis to internal management as requested
Effectively communicate information with internal and external partners
Solve and/or escalate issues that arise to ensure a positive candidate experience
Fluency in English required to interact with candidates via email and phone
Minimum of one year customer service, human resources operations, or administrative work experience or equivalent related education
Basic administrative skills (typing, reporting, document and office organization, calendar management)
Intermediate level skill with Microsoft Office suite highly preferred
Excellent oral and written communication, listening, and interpersonal skills
Knowledge and experience of recruiting practices and candidate process management preferred
Knowledge of applicant tracking systems preferred
Able to adapt to changing business priorities and to prioritize and execute tasks in a high-pressure environment
Ability to recognize and navigate through cultural differences preferred

Team Lead-customer Call Center Operations Resume Examples & Samples

Product Knowledge expert and be knowledgeable of all products within program. Train and assist in customer support. Display sufficient knowledge of call center technology to be able to identify and relate technical issues in a clear and concise manner. Acts as a primary point of contact for internal customer inquiries/requests, responsible for clarifying and clearly understanding client/business objectives, strategies and needs. Provide reporting and analytics on contact center utilization
Process Improvement/ Optimization - Researches/gathers business requirements, performs business intelligence assessments/analysis; communicates findings/trends/relevant information effectively and proposes options/solutions; coordinates internal resources as needed and communicates progress/results. Responsible for facilitating clear understanding of all customer/business processes and procedures, goals/objectives and drivers in order to effectively define business solutions
Coaching and Mentoring - The team lead is expected to provide feedback and assistance regarding customer issues and escalations as well as to provide timely communication and documentation of conversations to appropriate supervisor
Works across teams to enhance quality assurance excellence throughout the business as appropriate. Identifies areas for improvement and with leadership, peers, or others implements initiatives improving overall capability and efficiency. Ensures results of root cause analyses are addressed. Maintains awareness of the state of the industry and evaluates emerging developments that may benefit the organization
Bachelor's degree in Business, Management, or related degree; or equivalent related work experience
Requires 3-5 years experience in contact center environment. Preferred experience in software or high growth environment
Requires strong self-motivation, business acumen, customer service, consulting and interpersonal/ relationship development skills
Requires strong organizational skills including effectively handling multiple assignments and leading multiple projects/initiatives simultaneously and prioritizing work effectively
Requires ability to function within ambiguity and help bring clarity and/or resolution to complex situations and issues
Requires experience effectively identifying, researching, and coordinating the resources necessary to troubleshoot/diagnose business issues; possesses ability to probe, research and gain knowledge and understanding of internal and external business and data flow processes
Requires exceptional oral and written communication skills, including articulating ideas and information; possesses ability to collaborate effectively with personnel at all levels including various levels of management, staff, vendors, and clients

Manager Call Center Operations Resume Examples & Samples

Plans, coordinates, integrates and supervises activities of the Regional Appointment Call Center to attain the highest degree of member satisfaction. Resolves complex or escalated issues. Develops and communicates call center systems service standards and policies and procedures. Ensures compliance with applicable regulations and standards (e.g., PCMH and NCQA)
Ensures highest level of telephone service with trained staff. Monitors quality of service and trends. Maintains quality standards, and ensures optimal work flow. Develops and implements plans/projects to improve operational efficiency and effectiveness while maintaining high productivity. Participates in the strategic planning and governance of call center operations
Performs cost/benefit analysis and assesses call volume and service levels to make informed strategic and operational decisions. Establishes and assures adherence to budgets, schedules, work plans, and performance requirements. Reviews reports to spot trends and data for system enhancements and improvements
Leads the Call Center management team to develop strategic plan to achieve call center goals and objectives that include operational accountabilities for quality, finance, access, service, and integration. Develops analysis and recommendations to leadership
Partners with department heads, managers, chiefs of service, and physicians-in-charge to achieve performance excellence
Hires, trains, supervises, counsels, disciplines, and terminates assigned staff as appropriate
Communicates goals, objectives, accountabilities, priorities, and authority parameters to assigned staff
Minimum five (5) years of call center, appointment, or business operations experience
Minimum two (2) years of management experience
Minimum two (2) years of financial management, program development, project management, or quality management experience
Master's degree in Healthcare, Hospital, Business or Public Administration, or related field preferred

Call Center Operations Supervisor Resume Examples & Samples

Provide daily leadership to ensure productivity and quality service goals are met
Supervise staff of 20-25 Service Associates and other staff as assigned
Create and deliver Performance Development Plans. Complete merit review according to Merit Promotion Policy
Aids in projecting call volume to assure appropriate staffing levels
Calculate daily, weekly and monthly reporting structure to assure goals are met and action plans formulated
Coach and mentor employees based on feedback received through the call monitoring process
Demonstrates highly effective spoken communications skills by delivering formal (classroom) and informal (monthly one-on-one's) presentations in a manner that builds confidence and demonstrates competence
Assist in providing ongoing training and retraining of the staff through topic specific in-services
Respond to questions and concerns respective to both internal and external customers with demonstrated ability to manage irate and difficult calls
As directed, conduct quality call monitoring reviews and provide timely feedback
Monitor and run Symposium reports for real-time and daily review and provide written analysis of trends
Work with the Call Center Operations Community Manager in recruitment, hiring, training, monitoring, coaching, counseling, disciplining and evaluation of staff
Use systems data to monitor performance; schedule staff to meet call volume; motivate staff to meet, sustain, and surpass performance goals; act as a resource to team members, assisting team members during peak periods; monitor quality of service and track service issues
Establish effective and trusting relationships with medical office facility leaders
Monitor payroll and non-payroll expenditures to ensure compliance within budgetary guidelines
Oversee revisions and approval of staff Time System to ensure accuracy of bi-weekly payroll
Provide oversight and report monitoring for the Kana messaging system
Take calls as needed
Minimum one (1) year of using call routing, IVR or CRM related technology to manage goals and targets
Minimum one (1) year of experience in lead role position in a customer service high call volume environment
Minimum one (1) year of experience in lead role position in a customer service high call volume environment, health care preferred
Bachelor's degree and five (5) years of related business experience preferred
Platform teaching skills (five (5) - ten (10) students) preferred

Manager, Call Center Operations Resume Examples & Samples

Maintains adequate systems for scheduling and staffing including reports and analysis
Directs and monitors adequate staffing levels to meet quality and budget standards
Assists Director to establish center budgets
Ensures operations delivery of client requirements as per contractual agreement specifically around sales and
Monitors and directs maintenance of standard operational procedures
Identifies operating opportunities for continuous improvement and efficiencies
College Degree or course completion and equivalent experience
Thorough understanding of Call Center operations, principles and metrics
Minimum 5 years of Call Center experience including at least 3 years in an operations management capacity
Demonstrated experience analyzing and resolving customer service and client issues
Knows, understands and appropriately applies the technical skills, methods and processes required for the position
Keeps current with trends and developments in the BPO and Call Center field
Able to clearly present information through the spoken word including able to write clearly and effectively present ideas and to document activities
Previous experience meeting and exceeding the needs of internal and external customers by delivering high quality services

Mercer Marketplace Call Center Operations Supervisor Resume Examples & Samples

Continuously communicates with each team member, promoting and encouraging a positive team atmosphere. Addresses team issues promptly. Maintains a file of documentation for each employee, giving appropriate feedback and counseling when necessary
Coaches and coordinates the development of the staff
Assists in preparation of budgets and supports revenue and budget goals
Monitors processes and procedures for efficiency and implement changes
Minimum three years insurance related experience
Ability to manage and coordinate heavy and uneven work loads
Ability to manage multiple assignments and projects

Optumcare Manager of Clinical Call Center Operations Resume Examples & Samples

Lead and develop staff
Current unrestricted RN license in State of Maryland
5+ years RN level professional experience
3+ years leadership, supervisory, or management experience
BSN degree
Ability to manage multiple complex, concurrent projects
Planning and organizational skills to demonstrate leadership and initiative
Proficient with Microsoft Word, Excel, Outlook, PowerPoint
Ability to travel up to 25%
Mandatory certifications: URAC approved Case Management certification within two years of assuming the position
Case Management experience
Experience in managed care, call center, or telephonic care environments is a plus
Experience managing a large staff to manager ratio

Call Center Operations & Business Analyst Resume Examples & Samples

At least two years' hard lines retail management experience that includes P&L, staff supervision, shrink control and payroll
A valid driver's license for the travel you'll be doing
Minimum of a high school diploma/GED ( a bachelor's degree in a business, agriculture or related field is desirable)
Proven communication and leadership skills
Ability to relocate within your district if necessary
Perform and execute principle responsibilities
Process information / merchandise through system and POS Register system
Communicate effectively with team members and customers
Read, write, and count to accurately complete all documentation
Freely access all areas of the store including selling floor, side lot, stock area and register area
Operate and use all equipment necessary to run a store such as a dolly, hand-truck, forklift, computer and cash register
Squat, bend, stoop and climb ladders
Move and transfer merchandise generally weighing 0 -- 50 pounds throughout the store
Work varied hours, days, night and weekends as business dictates, plus six days a week during peak seasons in the spring and fall
Work a minimum of 52 hours per week
Stand and walk for long periods of time often up to four hours straight without a break
Travel to other store locations and to company functions

Agent Call Center Operations Salesus Resume Examples & Samples

Maximizing opportunities to confirm room, dinner and show reservations sales
Inputting room, restaurant and show reservations in the appropriate computer systems
Providing callers with necessary confirmation
Handling reservations for amenities such as golf, spa and salon, or nightlife at Wynn Las Vegas and Encore as needed

Manager, Call Center Operations Resume Examples & Samples

2+ years call center experience
Ability to lead and partner successfully with teams, management and client
High level of integrity, judgment and follow through
Strong coaching, people, and leadership skills

Manager of Call Center Operations Resume Examples & Samples

Responsible for the performance of roughly 100 team members and their supervisors
Build team unity within and without the department
Conduct regular employee reviews, provide discipline when necessary, mentor up-and-coming employees to reach their highest capabilities
Resolve escalated member complaints
Assist in the creation of innovative programs and initiatives that support the department’s goals and vision
Provide a bridge of communication between the Member Services Department and other departments
Establish strategic goals and action plans to provide better service to members
Develop and enforce the Member Services Department policies and procedures
Ensure team operates efficiently according to member and company measures
Align team goals with company goals and accomplish established goals
Manage team to reach established department KPIs, such as Customer Satisfaction, Quality, Productivity, etc
Foresee upcoming organizational needs and implement department improvements
Have excellent project management skills
Manage an area of company conventions
Have a professional demeanor
Demonstrate innovation, good judgment, and problem-solving skills when making decisions
Proven ability to analyze and improve work processes and policies
Bachelor’s degree in related field from a four-year college or university or equivalent combination of education and experience
Minimum of 1 year contact center leadership experience
Experience in Direct Sale/ Multi- Level Marketing industry helpful but not required

Director, Call Center / Operations Technology Resume Examples & Samples

Serve as expert on all access points that both a backend agent as well as a member has in the customer journey with Weight Watchers
Articulate business needs through Business Requirement Documents that seek to create efficient processes rather than simply copy what is done today
Work closely with product and technical teams in design and operationalization of a product that meets both internal and external needs
Attention to detail to knit together complex processes and experiences across field and contact center
Ensure projects stay on time and on budget
Work closely with operational teams to ensure readiness of documentation that assists agents in being able to support member’s in their journey
Communicate status to leadership team, and summarize for action leadership decisions
Assist in creation of leadership dashboard
Engage business leaders and interpret their business needs into solid business/technology requirements
Progressive, passionate, agile, forward thinking ways of collaborating and implementing across a geographically diverse workforce

Regional Call Center Operations Supervisor Resume Examples & Samples

Supervises the daily workflow and scheduling of inbound patient service specialists
Helps to create KPIs for the call center
Analyses data and analyzes reports for key metrics
Monitors individual performance through the daily review and analysis of operational reports and performance
Conducts quality monitoring to ensure accuracy of information provided to patients and quality of customer service
Receives and resolves customer complaints in a timely and courteous manner
Makes informed decisions in conjunction with the Senior Director
Critical thinker, able to solve problems in a creative and compliant manner
Serves as a technical subject matter expert and trains, coaches and develops employees
Sets the example for excellent customer service and consistently providing the optimal patient experience
Administers counseling and corrective actions for employees as needed. Maintains appropriate progressive discipline logs and partners with Human Resources on facilitating the termination process when needed
Supports staffing needs by screening, interviewing and selecting new employees for current job vacancies
Participates in strategic initiatives and projects
Supports and facilitates departmental change management
Performs all other related duties as assigned
5+ years of call center experience
3+ years of experience in a call center supervisory capacity
Advanced proficiency in Microsoft Office applications to include Word, Excel, PowerPoint and Outlook
Previous experience in a healthcare in a call center setting
Understanding of databases, web based applications and call center communication networks
Critical/creative thinking with the ability to exercise sound judgment in the resolution of escalated issues
Ability to appropriately work with highly confidential information

HDI Senior Manager Call Center Operations Resume Examples & Samples

25%-Provide effective leadership, associate's engagement, and development of teams that drive dept performance towards achievement of quality standards and performance metrics. Ensure priorities align with objectives and goals
25%-Aggressively identify and address performance deficiencies by developing and executing performance improvement plans; training and coaching strategies
25%-Maintain and report on service level standards and manage department and manage operations within budget. Provide actionable insight to business partners on customer trends and opportunities to drive customer satisfaction through improvements. Manage special projects and technology improvements
20%-Analyze data to identify and implement process improvements which seek to increase team efficiency and effectiveness
5%-Responsible for appropriate selection, termination, performance appraisal, and professional development of assigned staff

Call Center Operations Specialist Resume Examples & Samples

Develop processes, procedures and methodologies that result in accurate and timely forecasts that can be used for both short and long-term budget and staff/capacity planning; both detail and executive review levels
Develop and maintain sophisticated forecasting and capacity models, and develop tools and techniques that enhance the quality and accuracy of the forecast
Constant analysis of current staffing and efficiencies comparing them to current staffing requirements. Advise management of necessary changes in staffing requirements
Provide clear concise statistical reporting of workforce management results and trends for the work groups. Confidently makes presentations to small and mid-sized audiences
Conducts weekly monitors determined by call center management
Creates Training based on New Hire and Refreshment of policy/procedures
Recommends changes as needed in processes, standards, and documentation procedures
Openly communicates issues to management, using lines of authority appropriately
Must easily work in multiple systems at once; expert at navigating tools, websites, etc
Develops rapport with a variety of people and adjust to their communication style accordingly
Works independently and adapts quickly and resourcefully to changing situations and business needs
Contributes to team effort by accomplishing related tasks as needed
Performs special projects and other duties as assigned by management as required
Optimal SLs based on staffing and scheduling
Monitor proper knowledge of all bank products and services
Implementation of Process Improvement
Makes good, timely decisions in defined situations with interdependencies or multiple factors to consider
Asks questions and collects information to gain an accurate understanding of possible alternatives before making a decision
Ability to apply situational critical thinking skills to resolve customer complaints quickly and accurately
Demonstrate ability to multi-task in a dynamic work environment
Demonstrate the ability to coach and document effectively
Two+ years call center workforce management experience preferred
Two+ years experience working with various call center data sources (IVR, ACD, WFM) preferred
Experience with Quality Monitoring Programs preferred
Strong analytical skills, adept in data mining, data analysis and data presentation, preferred
Strong PowerPoint skills
Strong quantitative skills, possesses advance Excel skills
Must be results-oriented and self-directed

District Manager of Call Center Operations Resume Examples & Samples

Ensuring escalated customer satisfaction issues are met and are in line with customer service standards and metrics
Coordinates prospective business with the Business Development team
Maintains compliance standards with contracts
Helps drive revenue growth
Maintains a working knowledge of Medicare and Medicaid
Implements activities designed to attract, develop and retain a diverse work team
Ensures action plans are implemented to meet service and productivity goals
Develops and maintains strong customer relationships for each contract
Works with leadership in providing help to underperforming locations
Responsible for process improvement, staff management and coaching
Drives other projects as requested by Sr. Leadership

National Call Center Operations Lead-wealth Management Operations Resume Examples & Samples

Responsible for the leadership of the Workforce Management function which includes but is not limited to, forecasting and capacity planning, scheduling, and Intraday or real time coordination of resources and volume
Responsible for both long and short term forecasting for call volume and/or any other contact volume that is supported by the team
Responsible for scheduling of skilled staff based on historical and anticipated volume arrival patterns factoring for location and line of business constraints
Responsible for coordinating off phone activities in a manner that benefits the call arrival pattern and ensures activity details are communicated to appropriate teams and/or lines of business
Responsible to plan and coordinate vacation bids and schedule bids as needed
Responsible to oversee the Intraday or real time call volume and adjust staff as necessary to ensure Service Level targets are met
Responsible to understand the impact of call volume anomalies, work with operations management to determine root cause, and when the impact is significant, the position is responsible for escalating to appropriate leadership
Responsible to maintain current and accurate agent skill set inventory and coordinate and plan recruiting and new hire training as appropriate to ensure staffing levels meet volume requirements
When necessary, this position is responsible to act as a business continuity contact for their team/position in their location
Responsible to work with the metrics team to ensure key performance measures are designed to promote staff efficiency. As needed participate in policy discussions with Human Resources and Operations Management to drive accountability of efficiency targets
Responsible for the administration or share of the administration of the workforce management tool. Also responsible to ensure team members and frontline managers are trained to use the system as appropriate
Responsible for the employee development including the career development of team with in this positions responsibility as well as functional knowledge development to ensure that key functions are resilient to staffing disruptions
At least 5 years scheduling/ Workforce management experience preferred
5 plus years managing others and/or managing workforce management functions
Proactive proven leader who is detail oriented and understands how to effectively manage multiple deliverables and competing priorities
Proven ability to meet deadlines with accuracy
Strong verbal, written, and presentation skills
Able to work with minimal supervision
Demonstrated ability to quickly learn new systems and processes
Proficiency in Microsoft including Excel, Access, and PowerPoint
Experience working with Technology counterparts to implement enhancements to existing technology or new technology would be preferred but not required
Experience working in the financial services industry
Bachelor's Degree in mathematics, finance, general business, accounting or related field. Equivalent work experience may be substituted for educational requirements

Call Center Operations Resume Examples & Samples

Leads and develops product support or solution(s) planning over entire lifecycle, including conformance to pricing strategies, end-to-end service delivery and sales readiness and associated processes Represents services on product or solution core teams and provides service requirements into product development stages/phases, e.g., Product warranty support and cost analysis, and Service Product Marketing content/collateral
Performs business analysis, identifies root cause, and develops recommendations/ solutions to drive business improvements
Works across regions/geographies and WW teams to develop and/or implement new/enhanced services, solutions, or programs and associated processes to meet emerging customer/market needs and fuel profitable growth
Responsible for revenue and margin contribution for a set of (more than one) solutions or services
Utilizes in-depth understanding of customer business and complex requirements to develop business case, validate the solution, and demonstrate services added value
Utilizes technical and business skills to lead complex cross- functional activities that drive continuous growth of the services business
Provides mentoring and guidance to peers and lower level employees
Typically 8+ years to establish proven track record in Service Business Management
Basic experience in one of the related disciplines of delivery, solution architecting or business planning prior to taking business management role
Medium to high knowledge of IT and services industry
In-depth knowledge of company organization and policies, HPS services offerings, end to end processes, tools, and routes to market
Problem detection and analysis of root cause
Proven ability to lead teams to achieve results, exercise independent judgment and handle unique situations to accomplish goals in tight time frames
Demonstrated skills in planning and financial analysis
Medium level of planning, project management and change management skills. Project and change management training and certification as appropriate
Good presentation skills. Ability to influence different functions, geographies, and the ability to build strong consensus. Impacts internal and external clients on WW basis

Director, Call Center Operations Resume Examples & Samples

Provide leadership to operations teams across several sites focusing on attainment of service objectives related to CSR performance, best practice definition and commitment to operational excellence
Establish Award Fee Targets/Goals and develop corresponding strategy and process to exceed expectations
Coordinate activities across the network as they relate to Policy, Process and Procedural adherence to ensure consistency and standards are met
Evaluate and/or manage new initiatives and business opportunities from current and prospective customers if asked by senior management
Ensure alignment of site resources and activities are mapped on a project schedule; appropriately managed per the defined timelines and within budget constraints
Document progress and drive results through direct and indirect reports
Confirm all SLA targets and operational metrics are consistently met and/or exceeded
Manage Audits. Risks, ISO, Policy, etc
Develop reoccurring reports and presentations required by senior leadership and/or CMS
Examples include; White Papers, MBRs, QBRs, Weekly Status Reports
Travel to contact center locations and customer sites will be required
May be required to work holidays
10-12 years of related program management experience
Deep call center knowledge from an agent perspective
Proven leadership in a 1000+ user environment
Multi-location management experience
Inbound and outbound call center experience desired
Six Sigma certification desired

Manager Call Center Operations Resume Examples & Samples

Bachelor's degree in business administration, management, and/or health administration is required
3 to 5 years of experience in call center operations, preferably in a healthcare environment is required
3 years of management (leadership) experience is required
1 to 2 years of healthcare operations experience particularly related to ambulatory or clinic throughput and work flow
Patient Access knowledge is preferred
Understanding of call center infrastructure and technologies is preferred
Project management skills is preferred

Call Center Operations Tech Resume Examples & Samples

Identify and coordinate real time phone/non phone activities such as corporate events, meetings, training, and special projects. All activities must be tracked and placed strategically to ensure an accurate view of staffing availability at all times
Coordinate with all levels of leadership as well as other departments on a regular basis and as needed to manage outages, call spikes, company events, etc, to assure required non phone activities are properly prioritized and scheduled within acceptable time frames
Ability to identify changes in call volume and adjust resources accordingly to meet the service level goals
Optimize schedules as resource requirements change
Create and maintain all contact center schedules, to include, reviewing and responding to all schedule update requests, and last minute changes
Provide adhoc reporting and/or analysis as requested
Provide real time evaluate, audit, and process various forms of data linked to the call center performance
Proactively makes recommendations on staffing to maximize KPI's
May act as internal escalation point for issue/outage management as it relates to staffing or systems related to staffing
Analyze – determine appropriate time for re-forecasts throughout the day to allow for appropriate shifts in workload and calls based upon volume, available staff and other business influences
Assist with analysis to interpret operational trends and aid in creating recommendations for possible improvement strategies
Develop and provide reports related to forecasting, scheduling, service level and agent performance
Analyze all applicable data to provide an in depth staffing proposal for budget preparation
Track absenteeism patterns to determine impact on forecasting and scheduling
Research, negotiate, train, implement, and maintain new technology or upgraded technology as needed for workforce based systems
Utilize various software packages to extract, compile and present strategic recommendations in professional formats
Create and deliver executive level presentations to provide insight to
Must have 3 years experience in the BCBSKS contact center and have an understanding of statistical analysis. Or, must have 3 years experience working in a contact center with an understanding of both workforce processes and statistical analysis
Must have excellent communication skills and interpersonal skills necessary to effectively interact with others
Math aptitude required
Advanced knowledge of Windows based software required with strong proficiency in Word and Excel spreadsheet applications is required. Knowledge of Access a plus
Demonstrated ability to handle visual monitoring and data entry simultaneously
Strong attention to detail with strategic thinking and planning skills required
Knowledge of BCBSKS multiple lines of business to understand call center structure is preferred
Experience with WFM applications and working with call routing strategies preferred
Experience with contact center tools such as Avaya APC, Verint, Workforce Management, and Speech Analytics tools is preferred
Exceptional analytical and problem solving skills
Strong ability to develop and communicate business recommendations to all levels of management, including executive level audience
Strong project management skills and the ability to work tight deadlines
The ability to learn all aspects of testing and responsible for retesting and working with vendor/IS until desired results are accomplished
The ability to work in a fast paced environment where errors are visible and could affect the caller's or reps experience

VP of Call Center Operations Resume Examples & Samples

Develops and aligns workforce strategies to address key business plans and facilitate organizational change initiatives
Collaborates with executive management to build the call center operations strategy and infrastructure in a rapid-growth environment
Reviews and updates/rebuilds Key Performance Indicators and key metrics that will support continuous improvement and growth for employees, managers, and the Company
Works with executive management to meet consistent service levels, client objectives, and optimize agent efficiency/occupancy
Responsible for driving and reporting all statistical data in addition to bringing creative operational ideas that will increase productivity
Reviews and updates/rebuilds the quality assurance process
Implements and reviews policies, procedures, and operating structure of the call center. Ensures policies and procedures are adhered to on a daily basis
Monitors and analyzes call center volume and coordinates even distribution of work tasks among Inside Sales Coordinators based on workload. Oversees scheduling for call center employees
Reports on business metrics to key business partners, measuring results and monitoring service quality, and providing timely and actionable feedback
Ensures operations staff implements solutions that improve customer service, increase technical expertise, enhance the quality of work, and increase efficiency
Ensures Call Center Supervisors are listening to calls to assess customer service levels and provides feedback and remediation plans as necessary. Monitors calls to assess customer service delivery across the Company
Responsible for meeting call center operational standards, maintaining employee service levels, and improving quality of service
Oversees the management of the Inside Sales Coordinators and support staff, including hiring, training, retention, and succession planning. Monitors employee performance, including annual salary reviews, vacation and sick time, and formal disciplinary actions, as required
Mentors Call Center Supervisors to further develop their management and business acumen skills
Handles escalated customer issues to ensure the problem is addressed in a professional and timely manner
Leads collaboration efforts with other departments and external vendors to identify and resolve system or process issues before those issues impact service
Maintains professional and technical knowledge; remains familiar with a variety of the field's concepts, practices, and procedures
Bachelor's degree in Business or related field required
Seven (7) to ten (10) years of related call center experience
Previous sales leadership experience in the development of inbound, outbound, and online sales programs, training, procedures, and philosophies
Real estate sales experience preferred
Thorough understanding of customer service, call center core processes and total quality management philosophies and practices
Excellent leadership and time management skills
Ability to lead a multi-functional, cross-organizational work team(s)
Demonstrated coaching skills and proven ability to manage and lead others
Ability to establish priorities and handle multiple assignments concurrently with minimal direction in an evolving work environment
Excels at building partnerships and working as a team
Experienced project and organizational skills
Proficiency in Microsoft Office suite of products
Strong oral and written communications skills

Call Center Operations Service Delivery Manager Resume Examples & Samples

Health & Welfare and Defined Benefits administration, required
Experienced working in a fast paced call center environment, required
Strong leadership/management experience, required
MS Office (intermediate), required
Siebel, preferred
Advanced knowledge of CMS Supervisor and Verint

Call Center Operations Supervisor Resume Examples & Samples

3 or more year’s previous bank leadership and operations experience preferably in a call center/customer service center environment
3 or more years supervising staff
Knowledgeable in basic business accounting procedures
Customer Service experience with business banking products
Knowledge of Jack Henry Banking Software
Extensive background on Windows and Microsoft Office programs
Demonstrated leadership, team building, and supervisory skills
In-depth knowledge of operational processes, policies and regulations
Proven ability to motivate staff in the areas of sales, service and quality
Detail oriented and well organized with a strong focus on customer satisfaction
Ability to handle multiple tasks simultaneously. Willingness to work in a busy team environment and handle changing priorities
Ability to handle personnel and supervision duties following bank policies and maintaining a positive working environment
Knowledge of federal and state laws and regulations relating to deposit accounts and operations
Supervise call center operations, including developing and recommending the implementation of policies and procedures on systems and the flow of information
Ensure productivity meets or exceeds service and quality standards; assists Department Manager in designing and modifying programs to increase productivity and quality
Engages in the typical responsibilities of a supervisor requiring planning, evaluating, organizing, integrating and controlling
Works closely with Department Manager to develop, coach, and/or mentor subordinate staff
Responsible for completing performance evaluations and recommending promotions, salary increases, terminations, and disciplinary actions for staff
May intercede on telephone calls with difficult clients and/or calls requiring in-depth knowledge of the organization’s products or services
This position will be supervising staff that may work extended hours and up to 7 days a week. Flexible work shifts and hours is required

Call Center Operations Lead Resume Examples & Samples

PCP changes for new and existing members are completed correctly, on a daily basis, and in a timely manner
Reports are accurate and timely
Employees are kept up-to-date with any new information
New employees are able to function productively
Complaints/Grievance reports are accurate and thorough before submittal to Supervisor/Manager
Community events are attended and information provided in a thorough, professional manner
Changes in procedures or policy are communicated to member services staff timely
All training materials and manuals are kept up to date
Customer satisfaction is achieved and maintained
Prompt identification and communication of issues promotes opportunities for process improvements and increased effectiveness and efficiency

Manager, Call Center Operations Resume Examples & Samples

10 years of experience
Bachelor’s Degree in Business, Operations, Communications, Engineering or Project Management
Other bachelor’s degree with strong, proven operations, communications and/or project management expertise
In depth and hands-on experience developing and managing customer facing call center operations
Demonstrate proactive problem solving capability and have sound judgment
Proven customer focus and orientation
Partner relations/ management – develop partner relations, negotiate, and hold partners accountable to key metrics to improve customer experience
Knowledge of CRM management systems
Project management – ability to manage teams to achieve organizational objectives
Influencing and negotiation skills – collaborate with cross-functional teams to influence program development, marketing/ promotion, and ongoing program design and execution, based on current program metrics/ analysis
Integration – joining people, processes or systems to achieve common goals
Analytical and conceptual thinking – using logic and reason, creative and strategic
Communication skills – interpersonal, presentation and written
Marketing and/or marketing research expertise – ability to gather and analyze qualitative, quantitative feedback and KPI data to assess program success
Computer proficiency – skilled in the use of office and project management software
Program training support for internal and external audiences
Team leadership skills
People.- Recruiting, hiring, career path, quality, rewards & Recognition
Technology- Assess the capabilities of the call center technology to optimize processes
MBA, Master’s or equivalent
Previous experience within the electric vehicle or EV charging industry
Knowledge and understanding of EV charging network operations

Call Center Operations Data Analyst Resume Examples & Samples

Develop and provide standard and ad hoc reporting to internal NetSpend teams to monitor operational measures and service levels
Identify opportunities for cost reduction or efficiency gains through operational improvement, technology enhancements & process elimination
Identify, analyze and interpret trends or patterns in complex data sets
Locate and quantify new process improvement opportunities
2+ years of SQL query development (required)
2+ years’ experience working in a customer service environment required; call center operations experience preferred
Experience working with or in an outsource supplier organization
Perform as an individual contributor, and being the SME for the organization
Experience using Excel to create reporting for leadership. This is not just providing data, but providing analysis and understanding of data
Ability to manage multiple job tasks and projects at one time, under short deadlines
Able to focus in a fast paced, flexible environment
Ability to adapt to change
Ability to manage stress appropriately
As provided in NetSpend's Background Check policy, eligible candidates may be subject to drug, criminal history, and credit checks, which will be conducted and used in accordance with applicable local, state, and federal laws

Call Center Operations Director Resume Examples & Samples

15years experience in contact center industry
10years experience as a Program Manager
Managed a Contact Center

Call Center Operations Supervisor Resume Examples & Samples

Overall customer satisfaction is achieved and maintained
Performance Measures are achieved, and in compliance with regulatory requirements
Achieves and maintains customer satisfaction
Appropriate and thorough documentation promotes customer service, and increases customer satisfaction
Complaints are researched and resolved within 48 hours
Assignment of new enrolled members is done on a daily basis
Members are appropriately assigned to PCPs
Achieve and maintain customer satisfaction
Appropriate and thorough documentation facilitates the development of departmental initiatives to increase effectiveness and efficiency across the department in coordination with development of process improvement efforts in identified areas
At least two (2) years customer relations / customer service background preferred
At least two (2) years supervisory experience
At least two (2) years call center experience

HDI Manager, Call Center Operations Resume Examples & Samples

25%-Provide effective leadership, associate development and engagement, and lead a team that drives call center performance towards achievement of quality standards and performance metrics. Ensure priorities align with objectives and goals
25%-Aggressively identify and address performance deficinecies by developing and executing performance improvement plans, training and coaching strategies
20%-Maintain and report on service level standards. Provide actionable insight to business partners and Senior Manager, Call Center Operations on customer trends and opportunities to drive lead improvement
20%-Analyze data to identify and implement process improvements which seek to increase associate efficiency and effectiveness. This may involve project work and technology improvements
10%-Responsible for appropriate selection, termination, performance management, and professional development of staff

Call Center Operations Support Manage Resume Examples & Samples

Identifies, plans for and develops strategies, services and activities to support current and future internal and external member/patient needs in an efficient, high quality, cost effective manner
Develops or reviews recommendations of others that support these requirements, prioritizes initiatives and assigns resources to those projects that are selected for implementation
Serve as the project leader for key strategic initiatives within SCPMG Call Center Services
Maintains a focus on customer service by providing policy and procedural direction to Analyst, Consultants and/or staff
Establishes and communicates customer service and performance standards, measures and goals that reflect industry best practices and best serve the needs of customers
Develops systems to monitor performance and takes corrective action when necessary
Participates and influence the planning, budgeting, and goal setting processes that establish performance targets
Identifies opportunities for improving customer service and/or reducing costs
Ensures systems are in place to optimize business operations
Develop, review and participate in long and short range forecasting exercises to ensure adequate staffing to support membership growth and call volume demands
Participates in preparing the long-range technology plan, evaluating and recommending new technologies to improve efficiency, cost effectiveness, customer service and/or the quality of the work environment at the call center
Actively participates in the design and ongoing management of the Quality and Training process which focuses on improving the member experience within SCPMG Call Center Services
Participates in the selection, evaluation and feedback processes for key personnel
Takes disciplinary action and terminates employees when necessary
In conjunction with the management team, determines the availability of and access to training programs, oversees program development, sets training and certification guidelines and establishes the linkages with compensation
Ensures that the performance management/staff development programs are executed throughout the call center on a timely basis
Establishes and maintains effective communications and cooperation with other KP departments and commercial customers to ensure alignment on customer service and other strategic issues
Represents the call center in meetings, negotiations and/or task force participation with internal and external customers, other KP functions, vendors and regulatory agencies
Supports labor relations' staff in handling workforce issues and labor negotiations
Minimum six (6) years of related technical leadership experience
Minimum six (6) years of demonstrated competency in call center leadership roles managing at least one of the following areas (Workforce Management, Training, Quality Assurance, Call Center Technology Services or Operations) or comparable experience
Minimum six (6) years of management experience in statistical analysis, finance, call center or business administration
Experience working with Call Center applications (e.g. Genesys, Aspect eWFM, NICE Call Recording, Intradiem)
Experience building and sustaining successful processes with a large call center organization
Experience managing large geographically disbursed teams within a call center setting of 1,500+ agents
Six Sigma, Lean, or similar process improvement/measurement experience preferred
Master's degree in mathematics/statistics, public health, or other related field preferred, OR six (6) years of experience in a directly related field
Intermediate or Advance proficiency in Statistical Analysis, with advanced skills in the use of Microsoft Excel, Access and other database management software preferred
Crystal Reports knowledge preferred