Customer Care Representative I
Have a passion for helping others? Like to make a difference? Our call center truly helps our members solve problems!!
Your Talent. Our Vision. At Simply Healthcare, a proud member of the Anthem, Inc. family of companies, it’s a powerful combination and the foundation upon which we’re creating greater care for our members, greater value for our customers, and greater health for our communities. We are a Florida licensed health maintenance organization that serves individuals enrolled in Medicaid and/or Medicare programs, Join us and together we will drive the future of health care. This is an exceptional opportunity to do innovative work that means more to you and those we serve.
What will my day look like?
We have amazing customers and when they need help with anything – they contact you! You may assist a customer to find the right doctor for them or their family, solve a claim concern, or help them understand their benefits. Every time a customer calls with a question or concern, you guide them through.
Here’s what a typical day may look like:
Most of your time is on the phone helping members and using computer-based resources to help retrieve information. Don’t like reading off scripts? We don’t either. We help you deliver excellent service to our members without needing a script.
You are the caring problem solver for our members
Maintaining a positive relationship with our members to help them with whatever challenges they are facing
Look at data to help advise our members on the next course of action
Place follow-up calls or emails routinely
Participate in various projects to help you grow in your career path in the fast-paced healthcare industry
What will my first year look like?
You’ll start off with an extensive training program where you’ll be provided all the information you need
Training includes working in the actual call center area to help you succeed right away
Once you leave training and join your team and manager, you will take calls that best match your skill sets
If you want to grow, our managers give you opportunities to increase your skill sets and take more complex calls
You, your team and your manager will share goals, customer feedback and metrics to help you reach all of our goals weekly
Our call center helps people with real healthcare challenges and you’ll get the opportunity to help people after your training
We offer a competitive bi-weekly salary as well as an incentive plan – which if you are successful in your role, will be paid on a quarterly basis
We offer education reimbursement assistance and an opportunity to earn your degree through our College for America program
This role is truly the backbone of our organization and gives you a true opportunity for growth within a Fortune 40 company
Minimum experience or requirements:
What qualifications do I need to have?
Excited and passionate about helping solve problems - you don’t need to have a healthcare background to apply
Be curious about our members needs with a sincere satisfaction in providing high level of service
A strong communicator with good listening and computer skills and the ability to be empathetic and helpful.
Easy to work with and a positive attitude toward resolving different challenges throughout the day
Enthusiasm to work with customers on complex issues and a desire to finding resolutions
Anthem, Inc. is ranked as one of America’s Most Admired Companies among health insurers by Fortune magazine and is a 2017 DiversityInc magazine Top 50 Company for Diversity. To learn more about our company and apply, please visit us at antheminc.com/careers. EOE. M/F/Disability/Veteran.
Apr 18, 2019
Full time
Customer Care Representative I
Have a passion for helping others? Like to make a difference? Our call center truly helps our members solve problems!!
Your Talent. Our Vision. At Simply Healthcare, a proud member of the Anthem, Inc. family of companies, it’s a powerful combination and the foundation upon which we’re creating greater care for our members, greater value for our customers, and greater health for our communities. We are a Florida licensed health maintenance organization that serves individuals enrolled in Medicaid and/or Medicare programs, Join us and together we will drive the future of health care. This is an exceptional opportunity to do innovative work that means more to you and those we serve.
What will my day look like?
We have amazing customers and when they need help with anything – they contact you! You may assist a customer to find the right doctor for them or their family, solve a claim concern, or help them understand their benefits. Every time a customer calls with a question or concern, you guide them through.
Here’s what a typical day may look like:
Most of your time is on the phone helping members and using computer-based resources to help retrieve information. Don’t like reading off scripts? We don’t either. We help you deliver excellent service to our members without needing a script.
You are the caring problem solver for our members
Maintaining a positive relationship with our members to help them with whatever challenges they are facing
Look at data to help advise our members on the next course of action
Place follow-up calls or emails routinely
Participate in various projects to help you grow in your career path in the fast-paced healthcare industry
What will my first year look like?
You’ll start off with an extensive training program where you’ll be provided all the information you need
Training includes working in the actual call center area to help you succeed right away
Once you leave training and join your team and manager, you will take calls that best match your skill sets
If you want to grow, our managers give you opportunities to increase your skill sets and take more complex calls
You, your team and your manager will share goals, customer feedback and metrics to help you reach all of our goals weekly
Our call center helps people with real healthcare challenges and you’ll get the opportunity to help people after your training
We offer a competitive bi-weekly salary as well as an incentive plan – which if you are successful in your role, will be paid on a quarterly basis
We offer education reimbursement assistance and an opportunity to earn your degree through our College for America program
This role is truly the backbone of our organization and gives you a true opportunity for growth within a Fortune 40 company
Minimum experience or requirements:
What qualifications do I need to have?
Excited and passionate about helping solve problems - you don’t need to have a healthcare background to apply
Be curious about our members needs with a sincere satisfaction in providing high level of service
A strong communicator with good listening and computer skills and the ability to be empathetic and helpful.
Easy to work with and a positive attitude toward resolving different challenges throughout the day
Enthusiasm to work with customers on complex issues and a desire to finding resolutions
Anthem, Inc. is ranked as one of America’s Most Admired Companies among health insurers by Fortune magazine and is a 2017 DiversityInc magazine Top 50 Company for Diversity. To learn more about our company and apply, please visit us at antheminc.com/careers. EOE. M/F/Disability/Veteran.
Let me tell you about an artificial intelligence (AI) company that you probably have never heard of, but you will. As a matter of fact, this company is the world’s largest independent AI company and it’s headquartered in the Boston area. We operate at the intersection of customer experience and AI – two of today’s hottest and most dynamic industries.
Interactions’ mission is to create amazing customer experiences by advancing AI technology that understands and engages on a human level. The human element of what we do not only relates to how we differentiate our AI technology, more importantly, it informs and guides our focus on our most valuable asset, our employees. We endeavor to create opportunities for our employees to advance their skills, their interests, their passions, their careers and their lives. Like all companies, we’re not perfect, but we are committed to continually improving our employee value proposition, one that centers on competitiveness, flexibility and an appreciation for individuality.
For prospective employees, if that sounds challenging and exciting, we’d love to talk to you.
To support our continued growth, Interactions is hiring an Associate Quality Specialist. The Associate Quality Specialist is responsible for designing and creating quality assessment sets. The Associate Quality Specialist is responsible for identifying opportunities to improve application performance and revenue by increasing transaction completion rates as well as analyzing accuracy trends and certifying utterances for quality sets that will lead to accuracy improvement.
Responsible for the certification and assembly of call quality sets that aid in the assessment of application accuracy and identify opportunities to increase transaction completion rates.
Work with Quality Manager on the refresh of quality sets.
Analyze quality set performance for improvement opportunities.
Assist in development and implementation of quality systems and procedures.
Communicate with Client Services to maintain application best practices.
Take necessary actions to ensure clarification and accuracy to all call handling questions.
Provide quality oversight to multiple support groups.
Accurately track quality trends and recommend training and mentoring, as well as any other quality related activities.
Requirements:
High School Diploma or equivalent.
Up to three years relevant experience.
Strong written and oral communication skills.
Must possess excellent analytical, planning and organizational skills.
Proficient in Microsoft Office Suite.
Must be dependable and self-motivated and have the ability to work independently with minimal supervision.
Demonstrated ability to be a “team player” and “lead by example”.
Ability to work in team environment.
Ability to work a flexible schedule. May include day, evening shifts. (weekend flexibility when necessary)
Demonstrated attention to detail and a strong focus on accuracy in grammar and spelling.
Ability to work on multiple projects with varying timelines and priorities.
Ability to diagnosis trends in data accuracy.
Ability to handle sensitive and confidential information.
Ability to prioritize work assignments.
Interested candidates, please submit your resume directly to sdurden@interactions.com
Apr 10, 2019
Full time
Let me tell you about an artificial intelligence (AI) company that you probably have never heard of, but you will. As a matter of fact, this company is the world’s largest independent AI company and it’s headquartered in the Boston area. We operate at the intersection of customer experience and AI – two of today’s hottest and most dynamic industries.
Interactions’ mission is to create amazing customer experiences by advancing AI technology that understands and engages on a human level. The human element of what we do not only relates to how we differentiate our AI technology, more importantly, it informs and guides our focus on our most valuable asset, our employees. We endeavor to create opportunities for our employees to advance their skills, their interests, their passions, their careers and their lives. Like all companies, we’re not perfect, but we are committed to continually improving our employee value proposition, one that centers on competitiveness, flexibility and an appreciation for individuality.
For prospective employees, if that sounds challenging and exciting, we’d love to talk to you.
To support our continued growth, Interactions is hiring an Associate Quality Specialist. The Associate Quality Specialist is responsible for designing and creating quality assessment sets. The Associate Quality Specialist is responsible for identifying opportunities to improve application performance and revenue by increasing transaction completion rates as well as analyzing accuracy trends and certifying utterances for quality sets that will lead to accuracy improvement.
Responsible for the certification and assembly of call quality sets that aid in the assessment of application accuracy and identify opportunities to increase transaction completion rates.
Work with Quality Manager on the refresh of quality sets.
Analyze quality set performance for improvement opportunities.
Assist in development and implementation of quality systems and procedures.
Communicate with Client Services to maintain application best practices.
Take necessary actions to ensure clarification and accuracy to all call handling questions.
Provide quality oversight to multiple support groups.
Accurately track quality trends and recommend training and mentoring, as well as any other quality related activities.
Requirements:
High School Diploma or equivalent.
Up to three years relevant experience.
Strong written and oral communication skills.
Must possess excellent analytical, planning and organizational skills.
Proficient in Microsoft Office Suite.
Must be dependable and self-motivated and have the ability to work independently with minimal supervision.
Demonstrated ability to be a “team player” and “lead by example”.
Ability to work in team environment.
Ability to work a flexible schedule. May include day, evening shifts. (weekend flexibility when necessary)
Demonstrated attention to detail and a strong focus on accuracy in grammar and spelling.
Ability to work on multiple projects with varying timelines and priorities.
Ability to diagnosis trends in data accuracy.
Ability to handle sensitive and confidential information.
Ability to prioritize work assignments.
Interested candidates, please submit your resume directly to sdurden@interactions.com
Let me tell you about an artificial intelligence (AI) company that you probably have never heard of, but you will. As a matter of fact, this company is the world’s largest independent AI company and it’s headquartered in the Boston area. We operate at the intersection of customer experience and AI – two of today’s hottest and most dynamic industries.
Interactions’ mission is to create amazing customer experiences by advancing AI technology that understands and engages on a human level. The human element of what we do not only relates to how we differentiate our AI technology, more importantly, it informs and guides our focus on our most valuable asset, our employees. We endeavor to create opportunities for our employees to advance their skills, their interests, their passions, their careers and their lives. Like all companies, we’re not perfect, but we are committed to continually improving our employee value proposition, one that centers on competitiveness, flexibility and an appreciation for individuality.
For prospective employees, if that sounds challenging and exciting, we’d love to talk to you.
To support our continued growth, Interactions is hiring a Response Center Analyst - Tier I who is a member of the Interactions Response Center Team, and is responsible for comprehensive Incident Management, as well as initial diagnosis and basic issue remediation. The Response Center Analyst - Tier I works in concert with the Interactions Response Center Tier 2 team, as well as other Interactions technical teams, to provide a seamless support experience for Interactions’ Clients.
The Interactions Response Center operates 24x7.
Job Responsibilities:
Work directly with clients through phone, email, chat, and ticket management system to resolve incidents.
Monitor alerts from various service and infrastructure monitoring systems.
Respond to issues of all sizes, from major outages to minor alerts, conduct initial triage and resolve or reach out as needed.
Incident coordination, including sending alerts to other technical operations teams based on the size and scope of incidents.
Acquire and maintain knowledge of all components of the Interactions platform.
.
Qualifications:
High School Diploma.
1+ year experience in a NOC or technical support position.
Ability to triage multiple issues simultaneously and work well under pressure.
Ability to problem-solve.
Demonstrated ability to manage issues through completion, including engagement of appropriate internal or Client resources, and knowing when to seek help.
Excellent written and oral communication skills.
Ability to learn new technical concepts quickly.
Basic understanding of networking and telephony, virtualization, storage, monitoring, and Linux.
Must be dependable, self-motivated, and have the ability to work independently with minimal supervision.
Flexible working hours (weekends).
Must be able to obtain and maintain Public Trust Security Clearance (requires US Citizenship).
Shift is Wednesday - Friday 8am-5pm; Saturday - Sunday 7am-4pm EST
Interested candidates, please submit your resume directly to recruiting@interactions.com
Apr 10, 2019
Full time
Let me tell you about an artificial intelligence (AI) company that you probably have never heard of, but you will. As a matter of fact, this company is the world’s largest independent AI company and it’s headquartered in the Boston area. We operate at the intersection of customer experience and AI – two of today’s hottest and most dynamic industries.
Interactions’ mission is to create amazing customer experiences by advancing AI technology that understands and engages on a human level. The human element of what we do not only relates to how we differentiate our AI technology, more importantly, it informs and guides our focus on our most valuable asset, our employees. We endeavor to create opportunities for our employees to advance their skills, their interests, their passions, their careers and their lives. Like all companies, we’re not perfect, but we are committed to continually improving our employee value proposition, one that centers on competitiveness, flexibility and an appreciation for individuality.
For prospective employees, if that sounds challenging and exciting, we’d love to talk to you.
To support our continued growth, Interactions is hiring a Response Center Analyst - Tier I who is a member of the Interactions Response Center Team, and is responsible for comprehensive Incident Management, as well as initial diagnosis and basic issue remediation. The Response Center Analyst - Tier I works in concert with the Interactions Response Center Tier 2 team, as well as other Interactions technical teams, to provide a seamless support experience for Interactions’ Clients.
The Interactions Response Center operates 24x7.
Job Responsibilities:
Work directly with clients through phone, email, chat, and ticket management system to resolve incidents.
Monitor alerts from various service and infrastructure monitoring systems.
Respond to issues of all sizes, from major outages to minor alerts, conduct initial triage and resolve or reach out as needed.
Incident coordination, including sending alerts to other technical operations teams based on the size and scope of incidents.
Acquire and maintain knowledge of all components of the Interactions platform.
.
Qualifications:
High School Diploma.
1+ year experience in a NOC or technical support position.
Ability to triage multiple issues simultaneously and work well under pressure.
Ability to problem-solve.
Demonstrated ability to manage issues through completion, including engagement of appropriate internal or Client resources, and knowing when to seek help.
Excellent written and oral communication skills.
Ability to learn new technical concepts quickly.
Basic understanding of networking and telephony, virtualization, storage, monitoring, and Linux.
Must be dependable, self-motivated, and have the ability to work independently with minimal supervision.
Flexible working hours (weekends).
Must be able to obtain and maintain Public Trust Security Clearance (requires US Citizenship).
Shift is Wednesday - Friday 8am-5pm; Saturday - Sunday 7am-4pm EST
Interested candidates, please submit your resume directly to recruiting@interactions.com
: Let me tell you about an artificial intelligence (AI) company that you probably have never heard of, but you will. As a matter of fact, this company is the world’s largest independent AI company and it’s headquartered in the Boston area. We operate at the intersection of customer experience and AI – two of today’s hottest and most dynamic industries.
Interactions’ mission is to create amazing customer experiences by advancing AI technology that understands and engages on a human level. The human element of what we do not only relates to how we differentiate our AI technology, more importantly, it informs and guides our focus on our most valuable asset, our employees. We endeavor to create opportunities for our employees to advance their skills, their interests, their passions, their careers and their lives. Like all companies, we’re not perfect, but we are committed to continually improving our employee value proposition, one that centers on competitiveness, flexibility and an appreciation for individuality.
For prospective employees, if that sounds challenging and exciting, we’d love to talk to you.
To support our continued growth, Interactions is hiring an Operations Analyst (OA) is responsible for translating data into meaningful and actionable insights to make informed strategic and tactical decisions. The role will use disparate data sources to spot meaningful trends and patterns. The OA independently produces insightful operations analytics and performance reporting, considering external factors, client specific priorities, overall program key performance indicators (KPI’s), and service level agreements (SLA’s). You must be a flexible thinker, proactive, and a good communicator. You must be comfortable with big data sets and have the ability to recognize relationships within a dynamic service environment.
Develops creative and innovative ways to answer critical business questions by augmenting existing data assets. Leverages technical expertise and data story-telling abilities to transform the business requirements into impactful and efficient analytic solutions.
Works extensively with business leaders and technical experts to document business requirements and develop high quality data solutions.
Looks for opportunities where BI tools can improve business results and/or understanding business data/trends.
Stays current on business intelligence and data visualization trends and related technical skillsets. Seeks ways to implement new solutions into reporting and business processes.
Communicates effectively with leaders and management on project status and new work assignments.
Requirements:
Bachelor’s Degree.
A minimum of 3 + years of relevant experience.
Experience with design, management, and implementation of business solutions, applications, systems or products.
Strong written and verbal communication, including technical writing skills.
Ability to establish and maintain positive and effective work relationships with coworkers, clients, members, providers and customers
Interested candidates, please submit your resume directly to sdurden@interactions.com .
Apr 10, 2019
Full time
: Let me tell you about an artificial intelligence (AI) company that you probably have never heard of, but you will. As a matter of fact, this company is the world’s largest independent AI company and it’s headquartered in the Boston area. We operate at the intersection of customer experience and AI – two of today’s hottest and most dynamic industries.
Interactions’ mission is to create amazing customer experiences by advancing AI technology that understands and engages on a human level. The human element of what we do not only relates to how we differentiate our AI technology, more importantly, it informs and guides our focus on our most valuable asset, our employees. We endeavor to create opportunities for our employees to advance their skills, their interests, their passions, their careers and their lives. Like all companies, we’re not perfect, but we are committed to continually improving our employee value proposition, one that centers on competitiveness, flexibility and an appreciation for individuality.
For prospective employees, if that sounds challenging and exciting, we’d love to talk to you.
To support our continued growth, Interactions is hiring an Operations Analyst (OA) is responsible for translating data into meaningful and actionable insights to make informed strategic and tactical decisions. The role will use disparate data sources to spot meaningful trends and patterns. The OA independently produces insightful operations analytics and performance reporting, considering external factors, client specific priorities, overall program key performance indicators (KPI’s), and service level agreements (SLA’s). You must be a flexible thinker, proactive, and a good communicator. You must be comfortable with big data sets and have the ability to recognize relationships within a dynamic service environment.
Develops creative and innovative ways to answer critical business questions by augmenting existing data assets. Leverages technical expertise and data story-telling abilities to transform the business requirements into impactful and efficient analytic solutions.
Works extensively with business leaders and technical experts to document business requirements and develop high quality data solutions.
Looks for opportunities where BI tools can improve business results and/or understanding business data/trends.
Stays current on business intelligence and data visualization trends and related technical skillsets. Seeks ways to implement new solutions into reporting and business processes.
Communicates effectively with leaders and management on project status and new work assignments.
Requirements:
Bachelor’s Degree.
A minimum of 3 + years of relevant experience.
Experience with design, management, and implementation of business solutions, applications, systems or products.
Strong written and verbal communication, including technical writing skills.
Ability to establish and maintain positive and effective work relationships with coworkers, clients, members, providers and customers
Interested candidates, please submit your resume directly to sdurden@interactions.com .
: Let me tell you about an artificial intelligence (AI) company that you probably have never heard of, but you will. As a matter of fact, this company is the world’s largest independent AI company and it’s headquartered in the Boston area. We operate at the intersection of customer experience and AI – two of today’s hottest and most dynamic industries.
Interactions’ mission is to create amazing customer experiences by advancing AI technology that understands and engages on a human level. The human element of what we do not only relates to how we differentiate our AI technology, more importantly, it informs and guides our focus on our most valuable asset, our employees. We endeavor to create opportunities for our employees to advance their skills, their interests, their passions, their careers and their lives. Like all companies, we’re not perfect, but we are committed to continually improving our employee value proposition, one that centers on competitiveness, flexibility and an appreciation for individuality.
For prospective employees, if that sounds challenging and exciting, we’d love to talk to you.
The Customer Service Representative/Command Center Specialist (CSS) is responsible for ensuring that Technology Center (iCenter) resources are effectively utilized to deliver against targeted service level objectives while controlling operational costs and managing to strategic goals. The CSS monitors, manages, and adapts the intraday plan to account for deviances in demand or staffing levels. The CSS performs trending and root-cause analysis to explain service level variances as well as manage issues related to telephony, technology, and other events impacting operational performance. This is a 2nd shift role with a schedule of 3:30pm to 11:30pm and can sit in either our Indianapolis, IN or Austin, TX offices.
Ensure that all iCenter resources are effectively utilized to provide optimum service levels in all skill groups across all sites.
Analyze current workloads to ensure sufficient coverage in all skill groups across all sites.
Manage outsourced call volume to ensure service levels are met, while meeting contractual obligations without service impairments.
Make scheduling decisions such as shifting schedules or authorizing overtime to cover staffing deficiencies.
Manage shrinkage nationally by communicating with each site to ensure offline activities are coordinated and do not negatively impact staffing.
Make staffing recommendations to Operations Management based on analysis of real time performance.
Coordinate non-production activities across all sites while managing service level objectives.
Communicate with local Resource Planning teams to ensure training deadlines are met.
Deliver and communicate national objectives to local Resource Planning teams on a daily basis.
Develop initiatives list for the process improvements based on opportunities, stakeholder requests and business objectives.
Log and track events that impact demand and determine sustainability.
Analyze the strength of the relationship among independent and dependent variables.
Use sound business and technical judgment; understand drivers, validates assumptions, and data accuracy to provide clear, concise and accurate statistical reporting.
Keep abreast of current developments and trends in current clients’ delivery and is able to use this knowledge to help contribute to the development of a business case to address major issues and recommend a course of action to mitigate risk.
Execute escalation plan based on current staffing needs and communicating changes to all sites and stakeholders using appropriate channels of communication. (chat, email, phone)
Serve as leader during real-time crisis management, lead the team to resolution while limiting the downside impacts to the caller.
Requirements:
High School Diploma or equivalent.
Up to three years call center experience.
Strong written, verbal, and listening communication skills; ability to drive and effectively communicate change.
Strong attention to detail and ability to multi-task.
Knowledge of call center dynamics, including staffing, queues and KPI's.
Capable of structured problem solving and root cause analysis.
Strong technical and analytical skills.
Critical thinking skills with a focus on innovation and efficiency.
Proficiency in Microsoft Office with an emphasis on Excel.
Demonstrated ability to operate with discretion and independent judgment. Ability to act with a sense of urgency to ensure both internal and external customers are served in a timely fashion.
Pluses:
Multi-center experience desirable.
Experience as an Analyst, Planner or Forecaster within a Call Center – Resource Planning environment.
Experience in real time management.
Knowledge of contact center technologies ACD platforms (Avaya CMS, Genesys) and WFM tools (Aspect eWFM; Total-view (IEX), Blue Pumpkin, or AC2).
Customer Service or Call Center Representative experience a plus.
Interested candidates, please submit your resume directly to sdurden@interactions.com .
Apr 10, 2019
Full time
: Let me tell you about an artificial intelligence (AI) company that you probably have never heard of, but you will. As a matter of fact, this company is the world’s largest independent AI company and it’s headquartered in the Boston area. We operate at the intersection of customer experience and AI – two of today’s hottest and most dynamic industries.
Interactions’ mission is to create amazing customer experiences by advancing AI technology that understands and engages on a human level. The human element of what we do not only relates to how we differentiate our AI technology, more importantly, it informs and guides our focus on our most valuable asset, our employees. We endeavor to create opportunities for our employees to advance their skills, their interests, their passions, their careers and their lives. Like all companies, we’re not perfect, but we are committed to continually improving our employee value proposition, one that centers on competitiveness, flexibility and an appreciation for individuality.
For prospective employees, if that sounds challenging and exciting, we’d love to talk to you.
The Customer Service Representative/Command Center Specialist (CSS) is responsible for ensuring that Technology Center (iCenter) resources are effectively utilized to deliver against targeted service level objectives while controlling operational costs and managing to strategic goals. The CSS monitors, manages, and adapts the intraday plan to account for deviances in demand or staffing levels. The CSS performs trending and root-cause analysis to explain service level variances as well as manage issues related to telephony, technology, and other events impacting operational performance. This is a 2nd shift role with a schedule of 3:30pm to 11:30pm and can sit in either our Indianapolis, IN or Austin, TX offices.
Ensure that all iCenter resources are effectively utilized to provide optimum service levels in all skill groups across all sites.
Analyze current workloads to ensure sufficient coverage in all skill groups across all sites.
Manage outsourced call volume to ensure service levels are met, while meeting contractual obligations without service impairments.
Make scheduling decisions such as shifting schedules or authorizing overtime to cover staffing deficiencies.
Manage shrinkage nationally by communicating with each site to ensure offline activities are coordinated and do not negatively impact staffing.
Make staffing recommendations to Operations Management based on analysis of real time performance.
Coordinate non-production activities across all sites while managing service level objectives.
Communicate with local Resource Planning teams to ensure training deadlines are met.
Deliver and communicate national objectives to local Resource Planning teams on a daily basis.
Develop initiatives list for the process improvements based on opportunities, stakeholder requests and business objectives.
Log and track events that impact demand and determine sustainability.
Analyze the strength of the relationship among independent and dependent variables.
Use sound business and technical judgment; understand drivers, validates assumptions, and data accuracy to provide clear, concise and accurate statistical reporting.
Keep abreast of current developments and trends in current clients’ delivery and is able to use this knowledge to help contribute to the development of a business case to address major issues and recommend a course of action to mitigate risk.
Execute escalation plan based on current staffing needs and communicating changes to all sites and stakeholders using appropriate channels of communication. (chat, email, phone)
Serve as leader during real-time crisis management, lead the team to resolution while limiting the downside impacts to the caller.
Requirements:
High School Diploma or equivalent.
Up to three years call center experience.
Strong written, verbal, and listening communication skills; ability to drive and effectively communicate change.
Strong attention to detail and ability to multi-task.
Knowledge of call center dynamics, including staffing, queues and KPI's.
Capable of structured problem solving and root cause analysis.
Strong technical and analytical skills.
Critical thinking skills with a focus on innovation and efficiency.
Proficiency in Microsoft Office with an emphasis on Excel.
Demonstrated ability to operate with discretion and independent judgment. Ability to act with a sense of urgency to ensure both internal and external customers are served in a timely fashion.
Pluses:
Multi-center experience desirable.
Experience as an Analyst, Planner or Forecaster within a Call Center – Resource Planning environment.
Experience in real time management.
Knowledge of contact center technologies ACD platforms (Avaya CMS, Genesys) and WFM tools (Aspect eWFM; Total-view (IEX), Blue Pumpkin, or AC2).
Customer Service or Call Center Representative experience a plus.
Interested candidates, please submit your resume directly to sdurden@interactions.com .
Company Overview:
Spectrum is America’s fastest growing TV, internet and voice company. We’re committed to integrating the highest quality service with superior entertainment and products. Spectrum is at the intersection of technology and entertainment, facilitating essential communications that connect 24 million residential and business customers in 41 states. Our commitment to serving customers and exceeding their expectations is the bedrock of Spectrum’s business strategy and it’s the philosophy that guides our 90,000 employees.
Multi-Tenant Sales Representative:
Are you a self-starter, with a passion for success, great people skills, and a willingness to learn? This is an exciting opportunity to enter the technology and entertainment world as part of Spectrum. We offer exceptional career mobility and combined with our superior products, reputation for service, and the more than 12 million potential new customers within our network's reach, makes now a great time to join us!
At Spectrum, we value our employees and recognize outstanding individual contributions. As part of our Spectrum Multi-Tenant Sales team, you will be rewarded for your performance AND receive a steady salary. The more you sell, the closer you become to realizing an unlimited earning potential!
This is the ideal role for the individual who enjoys being on the go and out of the office, where you will have the opportunity to "own your day" every day, while meeting new people and educating them on all the great services and products Spectrum provides. Self-motivated, independent and goal-oriented individuals find the freedom, entrepreneurial nature and unlimited earning potential of this role very appealing.
Benefits Include:
Guaranteed base salary plus commission
Comprehensive benefits package including medical, dental, and vision
401(k) plan with company match
Free and discounted Spectrum cable services
Career advancement opportunities
Fun & competitive work environment
An opportunity to grow your career at one of America’s top corporations
Qualified candidates will have:
Experience in a customer service or sales role; sales experience a plus
Willingness to work flexible hours, including-evenings and weekends
Valid driver’s license, car insurance, a satisfactory driving record and use of a reliable personal vehicle
Motivation to sell door to door in assigned areas / properties.
Ability to work outdoors in adverse weather conditions
Engaging communication skills to build relationships with property managers and prospective customers
EOE Race/Sex/Vet/Disability
Charter is an equal opportunity employer that complies with the laws and regulations set forth in the following EEO Is the Law poster: http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf
Charter is committed to diversity, and values the ways in which we are different.
Apr 08, 2019
Full time
Company Overview:
Spectrum is America’s fastest growing TV, internet and voice company. We’re committed to integrating the highest quality service with superior entertainment and products. Spectrum is at the intersection of technology and entertainment, facilitating essential communications that connect 24 million residential and business customers in 41 states. Our commitment to serving customers and exceeding their expectations is the bedrock of Spectrum’s business strategy and it’s the philosophy that guides our 90,000 employees.
Multi-Tenant Sales Representative:
Are you a self-starter, with a passion for success, great people skills, and a willingness to learn? This is an exciting opportunity to enter the technology and entertainment world as part of Spectrum. We offer exceptional career mobility and combined with our superior products, reputation for service, and the more than 12 million potential new customers within our network's reach, makes now a great time to join us!
At Spectrum, we value our employees and recognize outstanding individual contributions. As part of our Spectrum Multi-Tenant Sales team, you will be rewarded for your performance AND receive a steady salary. The more you sell, the closer you become to realizing an unlimited earning potential!
This is the ideal role for the individual who enjoys being on the go and out of the office, where you will have the opportunity to "own your day" every day, while meeting new people and educating them on all the great services and products Spectrum provides. Self-motivated, independent and goal-oriented individuals find the freedom, entrepreneurial nature and unlimited earning potential of this role very appealing.
Benefits Include:
Guaranteed base salary plus commission
Comprehensive benefits package including medical, dental, and vision
401(k) plan with company match
Free and discounted Spectrum cable services
Career advancement opportunities
Fun & competitive work environment
An opportunity to grow your career at one of America’s top corporations
Qualified candidates will have:
Experience in a customer service or sales role; sales experience a plus
Willingness to work flexible hours, including-evenings and weekends
Valid driver’s license, car insurance, a satisfactory driving record and use of a reliable personal vehicle
Motivation to sell door to door in assigned areas / properties.
Ability to work outdoors in adverse weather conditions
Engaging communication skills to build relationships with property managers and prospective customers
EOE Race/Sex/Vet/Disability
Charter is an equal opportunity employer that complies with the laws and regulations set forth in the following EEO Is the Law poster: http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf
Charter is committed to diversity, and values the ways in which we are different.
