call center analyst

NuAxis Innovations

<div><div><p><b>We are a federal IT company on a mission to make customer experience (CX) the center of every government solution.</b></p><p><b>
Technology is our Passion. People are our Purpose.</b></p><p>
We know tech, but we love people. NuAxis is home to thinkers and feelers; engineers and artists. We work hard and support each other along the way. Teamwork is more than just a buzzword for us, it&rsquo;s a state of mind.</p><p>
We believe happy employees do amazing work, so join our team NOW! We are currently seeking a talented and motivated <b>Call Center Analyst - HR Desk</b> for a Full-Time position.</p><p><b>
Job Summary:</b></p><p>
We are currently seeking a Human Resources Service Center Analyst (HR - SCA) for a full-time position. This role is largely responsible for providing remote customer support for Federal Government systems and applications. Support for these systems is primarily provided over the phone and through electronic communications such as email and fax. We are looking for a highly competent, customer service-oriented, and motivated individual to fill this role.</p><p><b>
Essential Functions:</b></p><ul><li><p>
Some of the primary responsibilities of this role include:</p></li><li><p>
Handling incoming phone requests from customers</p></li><li><p>
Handling incoming electronic requests (Chat, Email, and Fax) from customers</p></li><li><p>
Creating, tracking, and resolving Human Resources (HR) application incidents and service requests.</p></li><li><p>
Fulfilling customer requests in a timely manner to meet Service Level Agreements (SLAs)</p></li><li><p>
Researching customer requests to ensure accurate information and resolutions are provided</p></li><li><p>
Escalating customer requests that cannot be handled at the Service Center to the appropriate support team</p></li><li><p>
Using customer service skills to clarify customer issues and requests to ensure proper resolution or escalation</p></li><li><p>
Creating, updating, and retiring service center knowledge documentation</p></li><li><p>
Attend and participate in team meetings to surface and discuss process improvements and service offering changes</p></li></ul><p><b>
Education:</b></p><ul><li><p>
High school diploma or equivalent. Bachelor's Degree preferred.</p></li><li><p>
HDI Analyst Certification (e.g. CSA, SCA, DST, etc.) - required within 90 business days of hire</p></li></ul><p><b>
Knowledge Requirements:</b></p><ul><li><p>
Critical thinking skills</p></li><li><p>
Active listening skills and effective communication strategies</p></li><li><p>
Enterprise ticketing application experience - BMC Remedy Service Management experience preferred</p></li><li><p>
Human Resource application support experience preferred</p></li></ul><p><b>
Experience:</b></p><p>
Two (2) + years of customer service experience. Service desk or call center experience preferred.</p><p><b>
Does this opportunity sound like a fit for you? If so, join our talent community and click to apply now!!</b></p><p><b>
Our Profile:</b></p><p>
We are an IT company with a unique mission&mdash;to make people the center of every federal IT solution. Our technologists have always gone the extra mile to help our federal clients succeed. And over the years, we saw a growing disconnect in how federal IT initiatives were built and managed. Time after time, programs failed because the focus was on the tools and products and not the people using them. <b>Learn More</b><b>.</b></p><p>
NuAxis is an Equal Opportunity Employer. Employment is contingent upon successful completion of a background investigation. <b>Learn More</b> about our Benefits and Culture!</p></div></div><p></p>

Call Center Analyst - HR Desk

Delivery Hero

<div><b>Company Description</b><p><br>
talabat is part of the Delivery Hero Group, the world&rsquo;s pioneering local delivery platform, our mission is to deliver an amazing experience&mdash;fast, easy, and to your door. We operate in over 70+ countries worldwide. Headquartered in Berlin, Germany. Delivery Hero has been listed on the Frankfurt Stock Exchange since 2017 and is part of the MDAX stock market index.</p><b><br>
Job Description</b><p><b><br>
WHO ARE WE?</b></p><p><b>
Since launching in Kuwait in 2004, talabat, the leading on-demand food and Q-commerce app for everyday deliveries, has been offering convenience and reliability to its customers. talabat&rsquo;s local roots run deep, offering a real understanding of the needs of the communities we serve in eight countries across the region.</b></p><p><b>
We harness innovative technology and knowledge to simplify everyday life for our customers, optimize operations for our restaurants and local shops, and provide our riders with reliable earning opportunities daily.</b></p><p><b>
Here at talabat, we are building a high performance culture through engaged workforce and growing talent density. We're all about keeping it real and making a difference. Our 6,000+ strong talabaty are on an awesome mission to spread positive vibes. We are proud to be a multi great place to work award winner.</b></p><p></p><p><b><br>
ROLE SUMMARY</b></p><p><b>
RTM Analyst is responsible for ensuring that operations are performing according to key call center performance metrics such as service level, adherence, absenteeism, utilization, AHT, FTE, occupancy, Tardiness &amp; conformance. Handling real-time and historical data.</b></p><p></p><p><b><br>
WHAT&rsquo;S ON YOUR PLATE?</b></p><ul><li><p><b>
Executes plans and ensures effective implementation of schedules.</b></p></li><li><p><b>
Administers Call Center Agents&rsquo; scheduling.</b></p></li><li><p><b>
Uses over and under rules to minimize the gap between actual arrival patterns and forecasted patterns.</b></p></li><li><p><b>
Reconciles daily attendance with agents' schedules and time in/out reporting in coordination with the Team leader.</b></p></li><li><p><b>
Creates and delivers daily, weekly, and monthly WFM reports. - Communicate changes to scheduling to ensure suitable daily resource coverage.</b></p></li><li><p><b>
Maintains a running report of attendance records.</b></p></li><li><p><b>
Schedules measures for continuous improvement, including making recommendations to improve scheduling efficiency and team member satisfaction.</b></p></li><li><p><b>
Provides analytical support to operations and proposes recommendations or solutions to enhance efficiency as needed.</b></p></li><li><p><b>
Facilitates daily operations updates.</b></p></li><li><p><b>
Manages non-productive time request process, ensuring activities are planned without impacting SLAs - Perform any additional related tasks.</b></p></li></ul><p></p><p><b><br>
WHAT DID WE ORDER?</b></p><ul><li><p><b>
Bachelor degree in Business or any relative</b></p></li><li><p><b>
Proficiency in MS Office software. Good Business Writing Skills.</b></p></li><li><p><b>
Good Presentation Skills.</b></p></li><li><p><b>
Attention to Detail</b></p></li><li><p><b>
Ability to handle Multiple Tasks, </b><b>Problem-Solving and Analytical Skills</b></p></li><li><p><b>
Professional Experience: 1 Year of work Experience in the call center industry.</b></p></li><li><p><b>
B1-B2 in the English proficiency.</b></p></li></ul></div><p></p>

Coordinator RTM

Oak Street Health, part of CVS Health

<div><p>We&rsquo;re building a world of health around every individual &mdash; shaping a more connected, convenient and compassionate health experience. At CVS Health&reg;, you&rsquo;ll be surrounded by passionate colleagues who care deeply, innovate with purpose, hold ourselves accountable and prioritize safety and quality in everything we do. Join us and be part of something bigger &ndash; helping to simplify health care one person, one family and one community at a time.</p><p></p><p><b>
Company: Oak Street Health</b></p><p><b>
Title: Senior Analyst, Strategy - Sales Call Center</b></p><p><b>
Location: 525 W. Monroe, Chicago IL</b></p><p></p><p>
Oak Street Health&reg;, a part of CVS Health, helps older adults stay healthier and live fuller lives through our 230 centers across 27 states. Our value-based care model helps us consistently deliver better patient experiences and outcomes.</p><p>
As a <b>Senior Analyst, Strategy - Sales Call Center</b> you will play a critical role in supporting our Oak Street Health patients, providers and business by:</p><p></p><p><b>
Role Description</b><b>:</b></p><p><b>
As a Senior Analyst, Strategy in the Sales Call Center, your role will be to provide programmatic support by conducting analyses, owning high visibility reports, and assisting with strategic conversations. As a Senior Analyst, a core skill will also be working cross functionally across teams and communicating with a diverse set of team members and leadership.</b></p><p><b>
Core Responsibilities</b><b>:</b></p><ul><li><p><b>
Drive strategic analyses &amp; develop data-driven insights</b></p><ul><li><p><b>
Build and analyze large-scale datasets to identify trends, connect operational action to financial impact, and surface key insights for improving patient outcomes and engagement</b></p></li><li><p><b>
Communicate analytical insights clearly across various levels of the organization, from regional leadership to C-suite level executives</b></p></li></ul></li><li><p><b>
Own reporting to support workstreams</b></p><ul><li><p><b>
Co-produce reporting structures with business owners that display the highest impact metrics that are most actionable and accessible for end users</b></p></li><li><p><b>
Maintain high-visibility tools and dashboard to enable field and central leaders to better understand programmatic KPI performance</b></p></li></ul></li><li><p><b>
Technology implementation and troubleshooting</b></p><ul><li><p><b>
Collaborate with IT to lead troubleshooting for major technology systems, including CRM (Salesforce) and telephony system (CXOne and Five9)</b></p></li><li><p><b>
Support leadership with implementing new technologies to support agents and supervisors that will improve performance</b></p></li></ul></li><li><p><b>
Manage key sales enablement initiatives</b></p><ul><li><p><b>
Administer monthly sales incentive program in collaboration with sales leadership, Finance and HR</b></p></li><li><p><b>
Administer quarterly team restructuring to optimize performance against major KPIs</b></p></li><li><p><b>
Identify ongoing process improvement opportunities to streamline workload and automate standard processes</b></p></li></ul></li><li><p><b>
Other duties as assigned</b></p></li></ul><p></p><p><b>
Essential Qualifications</b><b>:</b></p><ul><li><p><b>
Education: Bachelor's degree preferred</b></p></li><li><p><b>
Experience: 2-4 years prior relevant experience</b></p></li><li><p><b>
Proficiency in Excel and Google Suite required</b></p></li><li><p><b>
Interest, experience, and/or passion for healthcare and value based care</b></p></li><li><p><b>
Experience leveraging data / analytics to solve problems</b></p></li><li><p><b>
Effective and flexible team player</b></p></li><li><p><b>
High level of organization and attention to detail</b></p></li><li><p><b>
Experience collaborating on multiple projects simultaneously</b></p></li><li><p><b>
Analytical and strategic thinker who is intellectually curious</b></p></li><li><p><b>
Quick learner comfortable ambiguity and imperfect data</b></p></li><li><p><b>
Strong written and verbal communication skills</b></p></li><li><p><b>
Interest in actively seeking feedback to empower professional development</b></p></li><li><p><b>
US work authorization</b></p></li><li><p><b>
Someone who embodies being &ldquo;Oaky&rdquo;</b></p></li></ul><p></p><p><b>
Preferred Qualifications</b><b>:</b></p><ul><li><p><b>
Experience in management consulting, banking or call center analytics preferred</b></p></li><li><p><b>
Experience with other data analytics tools (e.g., Alteryx, DataIku), data visualization tools (e.g., Tableau, PowerBI), and/or SQL a plus</b></p></li><li><p><b>
Experience with call center technologies, including CRM (Salesforce), telephony systems (CXOne, Five9) and Speech Analytics tools (Qualtrics)</b></p></li></ul><p></p><p><b>
Bring Your Heart to CVS Health</b></p><p><b>
Every one of us at CVS Health shares a single, clear purpose: Bringing our heart to every moment of your health. This purpose guides our commitment to deliver enhanced human-centric health care for a rapidly changing world. Anchored in our brand &mdash; with heart at its center &mdash; our purpose sends a personal message that how we deliver our services is just as important as what we deliver. Our Heart At Work Behaviors&trade; support this purpose. We want everyone who works at CVS Health to feel empowered by the role they play in transforming our culture and accelerating our ability to innovate and deliver solutions to make health care more personal, convenient and affordable.</b></p><p><b>
We strive to promote and sustain a culture of diversity, inclusion and belonging every day. CVS Health is an affirmative action employer, and is an equal opportunity employer, as are the physician-owned businesses for which CVS Health provides management services. We do not discriminate in recruiting, hiring, promotion, or any other personnel action based on race, ethnicity, color, national origin, sex/gender, sexual orientation, gender identity or expression, religion, age, disability, protected veteran status, or any other characteristic protected by applicable federal, state, or local law.</b></p><p></p><p><b>
Anticipated Weekly Hours</b></p>
40<p></p><p><b>
Time Type</b></p>
Full time<p></p><p><b>
Pay Range</b></p><p>
The typical pay range for this role is:</p><p></p>
$46,988.00 - $112,200.00<p></p><p>
This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls. The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors. This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above.</p><p><br>
Our people fuel our future. Our teams reflect the customers, patients, members and communities we serve and we are committed to fostering a workplace where every colleague feels valued and that they belong.</p><p></p><p><b>
Great benefits for great people</b></p><p></p><p>
We take pride in our comprehensive and competitive mix of pay and benefits &ndash; investing in the physical, emotional and financial wellness of our colleagues and their families to help them be the healthiest they can be. In addition to our competitive wages, our great benefits include:</p><ul><li><p><b>
Affordable medical plan options,</b> a <b>401(k) plan </b>(including matching company contributions), and an <b>employee stock purchase plan</b>.</p></li><li><p><b>
No-cost programs for all colleagues </b>including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching.</p></li><li><p><b>
Benefit solutions that address the different needs and preferences of our colleagues</b> including paid time off, flexible work schedules, family leave, dependent care resources, colleague assistance programs, tuition assistance, retiree medical access and many other benefits depending on eligibility.</p></li></ul><p></p><p>
For more information, visit https://jobs.cvshealth.com/us/en/benefits</p><p></p>
We anticipate the application window for this opening will close on: 03/26/2026<p></p><p>
Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.</p></div>

Sr Analyst, Sales Call Center

TELUS Digital

<div><p><b>Description</b><br>
</p><br>
Position Overview:<br>
As a Real Time Analyst, you will use your expertise to monitor and analyze real-time and intraday operations performance. You will verify attendance and produce intraday reporting to ensure service level agreements are met. The ideal candidate will possess strong analytical skills, a working knowledge of contact center operations, and the ability to thrive in a fast-paced environment.<br>
<br>
Specific Responsibilities May Include:<ul><li><br>
Monitor real-time metrics (attendance &amp; schedule adherence, average handle time, automatic call distribution, talk time, after call work) to ensure proper staffing levels and compliance with the account's service level agreements</li><li><br>
Provide real-time performance reports (aux activities, hold time, after call usage) and post-mortem reports to Operations leaders in the established cadence</li><li><br>
Proactively communicate intraday challenges impacting service level agreements to Operations leaders in support of required actions</li><li><br>
Support communication with team leaders and frontline team members</li><li><br>
Verify attendance and maintain accurate staffing records</li><li><br>
Analyze intraday performance data and identify trends or anomalies</li><li><br>
Collaborate with Operations leadership to address service level risks</li><li><br>
Produce timely and accurate reporting to support operational decision-making</li><li><br>
Perform other duties and assignments as directed</li></ul><br>
<p></p>
Required Experience, Skills &amp; Competencies:<ul><li><br>
8+ months of work experience in a contact center environment</li><li><br>
High school degree</li><li><br>
C1 Proficiency in English language (oral/written)</li><li><br>
Working knowledge of contact center operations and real-time monitoring</li><li><br>
Analytical and problem-solving skills</li><li><br>
Ability to work in a fast-paced environment</li><li><br>
Ability to solve problems in straightforward situations, analyzing possible solutions from experience, judgment, and precedents</li></ul><br>
<p></p>
Preferred Experience, Skills &amp; Competencies:<ul><li><br>
Workforce management experience</li><li><br>
Knowledge of real-time monitoring and reporting systems</li><li><br>
Familiarity with contact center-specific software and applications</li><li><br>
Experience with performance reporting tools and dashboards</li><li><br>
Basic knowledge of business planning and scheduling principles</li></ul><br>
<p></p>
TELUS Values:<br>
TELUS recognizes and embraces the importance of values in our ever-changing workplace. To be successful, all applicants must demonstrate behaviors that are reflective of our values:<ul><li><br>
We passionately put our customers and communities first</li><li><br>
We embrace changes and innovate courageously</li><li><br>
We grow together through spirited teamwork</li></ul><br>
<p></p>
At TELUS, we are committed to diversity and equitable access to employment opportunities based on ability.<br>
<p></p><br>
<br>
<br>
<b>About Company:</b><br>
<br>
TELUS Digital is the customer experience transformation partner to the world's most admired brands. Our diverse team weaves data, technology, and human ingenuity to deliver differentiated customer journeys, drive operational effectiveness, and scale AI solutions with meaningful value and positive impact.<br>
<br>
We craft real-world solutions in the moments that matter, from customer acquisition to lifelong loyalty. Enabled by our global reach - spanning 78,000 experts in 33 countries - and deep industry expertise, we help over 600 organizations make the customer experience feel effortless.<br>
<br>
Our solutions span Data &amp; AI, Digital Experience &amp; IT, CX Management and Trust &amp; Safety. At the core of our innovation is Fuel iX&trade;, an enterprise-grade generative AI platform that helps clients safely access and optimize leading LLMs to scale their own AI from pilot to production.<br>
<br>
<b>Equal Opportunity Employer Statement</b><br>
<br>
At TELUS Digital, we are proud to be an equal opportunity employer and are committed to creating a diverse and inclusive workplace. All aspects of employment, including the decision to hire and promote, are based on applicant's qualifications, merits, competence and performance without regard to any characteristic related to diversity.</div>

Call Center Real Time Analyst

City of Detroit

<div><div><div><div><div><b>Salary</b><div>
</div></div></div><div><div>$53,600.00 - $80,400.00 Annually</div>
</div></div><div><div><div><b>Location
</b></div></div><div></div><div><div>DWSD -735 Randolph Detroit MI 48226, MI</div>
</div></div></div><div><div><div><div><b>Job Type</b></div>
</div><div><div>Classified- Regular (DWSD Only)</div>
</div></div><div><div><div><b>Job Number</b></div>
</div><div><div>KC-032026-502061</div>
</div></div></div><div><div><div><div><b>Department</b></div>
</div><div><div>Water Department</div>
</div></div><div><div><div><b>Opening Date</b></div>
</div><div><div>03/18/2026</div>
</div></div></div><div><div><div><div><b>Closing Date</b></div>
</div><div><div>3/20/2026 11:59 PM Eastern</div>
</div></div><div><div><div><b>Bargaining Unit
</b></div></div><div><div>9031-Non Union Appointees (DWSD)</div></div></div></div></div>
<br><div><div><div><h2 class="jobSectionHeader"><b>Description</b></h2></div>
<div><p><i>This is not a Civil Service Position. DWSD employees are subject to provisions of Court Orders entered in United States District Court, Eastern District of Michigan, Southern Division, Case No. 77-71100 with regard to certain terms and conditions of employment. DWSD does not honor reversion rights for internal candidates.</i><br>
<br>
<b>Applicants for open positions at the Detroit Water and Sewerage Department must be authorized to work for ANY employer in the U.S. The Detroit Water and Sewerage Department is unable to sponsor or take over sponsorship of an employment Visa at this time.</b></p><div><b><br>
SUMMARY:</b></div><div>
The Workforce Optimization Analyst is responsible for real time monitoring of service levels and site performance during the day to ensure effective management of the incoming and outgoing phone, chat, appointment setting, dispatching and email volume for Detroit Water and Sewerage Department (DWSD) Customer Service Call Center.</div><div></div><div><b><br>
ESSENTIAL JOB FUNCTIONS:</b></div><ul><li>
Tactical planning and historical trend analysis to ensure call center achieves key performance indicators on a daily and interval basis.</li><li>
Data analysis to achieve service level objectives, improve efficiencies and deliver exceptional customer service</li><li>
Monitor, adjust and optimize human resource utilization real-time to meet operational and business objectives.</li></ul><div></div><div><b><br>
RELATED JOB FUNCTIONS:</b></div><ul><li>
Realign resources to optimize coverage and service based on skill set and priority</li><li>
Communicate with front-line leaders to ensure they have the data needed to address staffing needs</li><li>
Monitor real-time service levels, average speed of answer using WFM and Real-Time Adherence software and telephony/routing reporting, to ensure all call center agents are complying and service levels are met</li><li>
Responsible for assisting in the daily efforts to provide outstanding customer experience by performing real-time management to service level and agent performance in an omni-channel contact center environment</li><li>
Keep up to date with technology and infrastructure</li><li>
Facilitate meetings</li><li>
Set priorities</li><li>
Recommend and ensure DWSD policies and procedures are followed</li><li>
Improve schedules for efficient use of resources to achieve service level goals</li><li>
Initiate schedule adjustments based on real-time monitoring of inbound and outbound queues for variances to forecasts</li><li>
Process real-time schedule requests</li><li>
Review and approve agent time off and schedule change requests</li><li>
Provide support for ad-hoc requests and projects</li><li>
Provide daily/intraday performance reports to Leadership</li><li>
Monitor WFM systems performance</li><li>
Collaborate with multiple teams to identify opportunities to further optimize performance</li><li>
Performs any other related duties as required or assigned</li></ul><div></div><div><br>
Perform related work duties as assigned.</div></div><br>
<p></p>
<div><h2 class="jobSectionHeader"><b>Examples of Duties</b></h2></div>
<p></p><div><div><b>Knowledge of:</b></div><br>
<div></div><ul><li>
Will be responsible for tactical planning and historical trend analysis to ensure the call center achieves key performance indicators on a daily and interval basis.</li><li>
Key responsibilities will include operational, procedural, and data analysis to achieve service level objectives, improve efficiencies, and deliver exceptional customer experience.</li><li>
This position is accountable for monitoring, adjusting, and optimizing staff levels for real-time staffing needs to meet operational and business objectives.</li><li>
Demonstrates Decision Making/ Complex Problem Solving- proactively gather the right data from appropriate sources, probe/consider all of the facts, considers other perspectives; conduct root cause analysis; refer to long term plans and goals; prioritize key factors; act decisively, promptly and confidently.</li></ul><ul><li>
Advanced skills using Microsoft Excel as well as workforce management software, such as IEX, Bright Pattern and Aspect in a business environment</li><li>
Ability to prioritize and meet tight deadlines</li><li>
Compiles Analytical Metrics</li><li>
Proactively identify risks, and opportunities around business performance</li><li>
Realign resources to optimize coverage and service based on skill set and priority</li><li>
Communicate with front-line leaders to ensure they have the data needed to address staffing</li><li><div><b>
KNOWLEDGE OF</b><b>:</b></div><ul><li>
Operating procedures</li><li>
Safe work practices</li><li>
Advanced skills using Microsoft Excel, Google sheets, workforce management software (ex. IEX), and contact center applications (ex. BrightPattern and Aspect) in a business environment</li><li>
Industry standards within the water and sewerage industry or related field</li><li>
Federal, State and local regulatory guidelines</li></ul></li><div></div><li><div><b><br>
SKILL TO</b><b>:</b></div><div><ul><li>
Workforce Management Software</li><li>
Data Analysis</li><li>
Forecasting</li><li>
Scheduling</li><li>
Reporting</li><li>
Problem-solving</li><li>
Critical thinking</li><li>
Use advanced technology</li><li>
Analyze and make decisions consistent with department policy</li></ul></div></li></ul></div><br>
<p></p>
<div><h2 class="jobSectionHeader"><b>Minimum Qualifications</b></h2></div>
<p></p><div><div><b>KNOWLEDGE OF</b><b>:</b></div><ul><li>
Operating procedures</li><li>
Safe work practices</li><li>
Advanced skills using Microsoft Excel, Google sheets, workforce management software (ex. IEX), and contact center applications (ex. BrightPattern and Aspect) in a business environment</li><li>
Industry standards within the water and sewerage industry or related field</li><li>
Federal, State and local regulatory guidelines</li></ul><div></div><div><b><br>
SKILL TO</b><b>:</b></div><div><ul><li>
Workforce Management Software</li><li>
Data Analysis</li><li>
Forecasting</li><li>
Scheduling</li><li>
Reporting</li><li>
Problem-solving</li><li>
Critical thinking</li><li>
Use advanced technology</li><li>
Analyze and make decisions consistent with department policy</li></ul></div><div></div><div><b><br>
ABILITY TO</b><b>:</b></div><ul><li>
Demonstrate decision making/complex problem solving</li><li>
Proactively gather the right data from appropriate source</li><li>
Probe/consider all the facts, other perspectives</li><li>
Conduct root cause analysis</li><li>
Prioritize key factors</li><li>
Act decisively, promptly and confidently</li><li>
Refer to long-term plans and goals</li><li>
Prioritize and meet deadlines</li><li>
Analyze with attention to detail, timeliness and accuracy</li><li>
Effectively utilize appropriate security and safety equipment and procedures</li><li>
Communicate effectively, both verbally and in writing with internal and external customers</li><li>
Understand and follow verbal and written instructions</li><li>
Establish, build and maintain effective working relationships</li><li>
Communicate frequently with team members and other units across the Department about process, equipment or potential problems</li><li>
Work with advanced technology and departmental applications</li><li>
Learn new software and procedures</li><li>
Make work processes more effective and efficient</li><li>
Maintain regular and reliable attendance</li><li>
Work with minimal supervision</li><li>
Sit or stand the entire workday viewing a computer monitor</li></ul></div><br>
<p></p>
<div><h2 class="jobSectionHeader"><b>Supplemental Information</b></h2></div>
<div><p>REQUIRED EDUCATION AND EXPERIENCE (position requirements at entry)</p><ul><li>
3+ years of Workforce Management experience in an omnichannel, skill-based contact center environment required.</li><li>
Experience with Workforce Management software including forecasting, scheduling, performance tracking, and reporting and contact center applications (ex. BrightPattern and Aspect)</li></ul><div></div><div><b><br>
ESSENTIAL REQUIREMENTS</b></div><div></div><div><b><br>
Physical Requirements:</b></div><div>
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential duties of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties.</div><div></div><div><b><br>
Environmental Working Requirements</b>:</div>
Work is performed in an office or plant environment with exposure to computer screens and noise.<br>
Other Requirements: Valid Michigan Driver&rsquo;s License<div>
Ability to work irregular hours, to commute to DWSD facilities and work sites, and respond to after-hour emergencies and on-call responses.</div><div></div><div><br>
This title is a non-Civil Service and at-will position. The organization may, in its sole discretion, fill this position on a full-time basis. The organization may in its sole discretion utilize a contract of employment, &ldquo;direct hire&rdquo;, or other process to fill the Position within this Title. Incumbency in a position within this title does not create a property right or expectation for the incumbent. The presence of this title or the position within this title does not in any way restrict the organization&rsquo;s sole discretion to utilize independent contractors or other means to provide for the performance of this work</div></div></div></div><p></p>
<br><p></p><div><div><div><div><div><b>EMPLOYMENT BENEFITS</b></div></div><div><div><div><div><div><div>The City of Detroit offers a competitive and comprehensive employee benefit package. We pride ourselves on the longevity of our employees. Part of the reason for the low turnover rate is the exceptional benefit package listed below. Benefits include, but are not limited to the following:<br>
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<b>HEALTH</b><ul> <li><b>Medical - </b>Eligible for hospital, surgical, and prescription drug benefits. </li><li><b>Dental</b> </li><li><b>Vision</b></li></ul><b>INSURANCE</b><ul><li><b> </b><b>Life Insurance - </b>Optional group insurance available to employee and their family. The City pays 60% of premium for first $12,500 of employee life insurance. Employee may purchase, at own expense, life insurance for spouse and each dependent. </li><li><b>Long-Term Disability Insurance (Income Protection Plan) - </b>The City offers disability insurance through payroll deductions for persons who become disabled and who are not yet eligible for a service retirement.</li></ul><b>PAID TIME OFF</b><ul> <li><b>Sick Leave</b> </li><li><b>Vacation</b> </li><li><b>Holidays</b></li></ul><b>OTHER LEAVE BENEFITS</b><br>
The City also has the following paid and unpaid leaves; funeral leave, Family and Medical Leave, jury duty, military duty leave, unpaid personal leave,<br>
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<b>RETIREMENT BENEFITS</b><br>
<b>City Employees Retirement System</b><br>
As a regular City employee you automatically become a member of the General Retirement System. This entitles you to a retirement allowance after:<br>
<ul><li>Completion of thirty (30) years of service;</li><li>At age sixty (60) if you have at least ten (10) years of service, or </li><li>At age sixty-five (65) with eight (8) years of service.</li><li>In the event of disability, other eligibility rules apply);</li><li>An early, actuarially reduced, retirement is offered after you have attained at least twenty-five (25) years of service;</li><li>Employees are vested after ten (10) years of service, regardless of age. </li></ul><br>
<b>ADVANCEMENT OPPORTUNITIES - </b>Employees have many opportunities for growth and career advancement throughout all City departments and divisions.<br>
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<b><i>Have a successful career with the City of </i></b><b><i>Detroit</i></b><b><i>. Always remember that you are a part of a team with a common Vision of delivering excellent service to the citizens of the City of </i></b><b><i>Detroit</i></b><b><i>.</i></b></div></div></div></div></div></div></div></div></div><p></p>

Workforce Optimization Analyst (Internal employees only)

UnitedHealth Group

<div><p><i>This position is National Remote. You'll enjoy the flexibility to telecommute* from anywhere within the U.S. as you take on some tough challenges.</i></p><p><b>
Optum Insight </b>is improving the flow of health data and information to create a more connected system. We remove friction and drive alignment between care providers and payers, and ultimately consumers. Our deep expertise in the industry and innovative technology empower us to help organizations reduce costs while improving risk management, quality and revenue growth. Ready to help us deliver results that improve lives? Join us to start<b> Caring. Connecting. Growing together.</b></p><p>
A <b>Production Supervisor Analyst (PSA) </b>within the Optum Financial Contact Center (OFCC):<br>
This role is a vital component, and directly supports the supervisory team for the Resolution Experience Team (RET). PSAs are responsible for: Executing projects and initiatives, building and analyzing reports, managing call escalations, performing research inquires, handling inbound and outbound calls (outreach), maintaining Queue and Real-Time Adherence (RTA) support, assisting Customer Service Representative Leads via Help Desk/Chat support, along with coaching and presentation management.</p><p>
This position is full time Monday - Friday. Employees are required to have flexibility to work any of our 8-hour shift schedules during our normal business hours of 11:30am - 08:00pm CST. Mandatory overtime is required during peak season (first few weeks of January) - may require weekend and evenings, per business need.</p><p>
We offer 5 weeks of on-the-job training during an 8‑hour shift, scheduled between 8:00 AM and 8:00 PM CST.</p><p><br>
</p><p><b>Primary Responsibilities:</b></p><ul><li>
Manage daily, weekly, monthly, and quarterly deliverables: perform and audit agent call listening sessions, present call calibrations for Quality Assurance</li><li>
Solid working knowledge of how to execute on project deliverables in a fast-paced environment</li><li>
Prepares and presents information to leadership for next steps and decision making; provide explanations and information to Operations</li><li>
Capture, analyze, organize, and prioritize business requirements for moderately complex technical projects</li><li>
Handle inbound/outbound calls to support Service Levels and Operational Performance; assist with inbound calls queues due to increased call volume</li><li>
Execute outreach campaigns to improve customer satisfaction</li><li>
Create reports and present team results by using AI and analytical tools; NPS and Customer Experience focused</li><li>
Coach Tier 1 agents on Performance Metrics; manage KPI performance</li><li>
Responsible for owning projects and ensuring they meet deadlines</li><li>
Prepare and present monthly business reviews, including creating presentation decks using Microsoft PowerPoint</li></ul><p><br>
</p><p>You'll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.</p><p><b>
Required Qualifications:</b></p><ul><li>
High School Diploma / GED</li><li>
Must be 18 years of age OR older</li><li>
Familiarity with computer and Windows PC applications, which includes the ability to navigate and learn new and complex computer system applications</li><li>
Experienced in monitoring and meeting key performance indicators (KPIs)Experience working in a call center or handling a high volume of customer service inquiries</li><li>
Intermediate experience in creating professional Microsoft PowerPoint decks and presenting to stakeholders and leadership</li><li>
Intermediate experience with Microsoft Excel (data entry, sort / filter, and work within tables)</li><li>
Ability to attend training for the first five weeks during an 8‑hour shift, scheduled between 8:00 AM and 8:00 PM CST</li><li>
Ability to work any of our 8- hour shifts between 11:30AM - 08:00PM CST, Monday - Friday. Mandatory overtime is required during peak season (first few weeks of January) - may require weekend and evenings, per business need</li></ul><p><br>
</p><p><b>Preferred Qualifications:</b></p><ul><li>
2+ years of customer service experience analyzing and solving customer problems OR 2+ years of experience in an office setting environment using the telephone and computer as the primary instruments to perform job duties</li><li>
1+ years of call center experience</li><li>
Experienced in First Call Resolution (FCR), with a focus on identifying and addressing the root causes of customer issues</li><li>
Advanced Microsoft Excel experience - PivotTables and VLOOKUP for data analysis and reporting</li><li>
Experience using Miro boards for journey mapping and collaborative workflow design</li><li>
Experience using Glassbox or Jukebox tools to support post call survey systems and identify insights within digital user interactions</li></ul><p><br>
</p><p><b>Telecommuting Requirements:</b></p><ul><li>
Ability to keep all company sensitive documents secure (if applicable)</li><li>
Required to have a dedicated work area established that is separated from other living areas and provides information privacy</li><li>
Must live in a location that can receive a UnitedHealth Group approved high-speed internet connection or leverage an existing high-speed internet service</li></ul><p><br>
</p><p><b>Soft Skills:</b></p><ul><li>
Demonstrates strong grammar, spelling, and formatting skills in professional correspondence</li><li>
Speaks confidently and professionally with internal and external stakeholders</li><li>
Ability to handle escalations professionally and effectively, with a focus on de-escalating situations and resolving issues in a calm and solution-oriented manner</li></ul><p><br>
</p><ul><li>All employees working remotely will be required to adhere to UnitedHealth Group's Telecommuter Policy.</li></ul><p><br>
</p><div>Pay is based on several factors including but not limited to local labor markets, education, work experience, certifications, etc. In addition to your salary, we offer benefits such as, a comprehensive benefits package, incentive and recognition programs, equity stock purchase and 401k contribution (all benefits are subject to eligibility requirements). No matter where or when you begin a career with us, you'll find a far-reaching choice of benefits and incentives. The hourly pay for this role will range from $23.89 - $42.69 per hour based on full-time employment. We comply with all minimum wage laws as applicable.</div><div></div><div><b><i><br>
Application Deadline:</i></b><i> This will be posted for a minimum of 2 business days or until a sufficient candidate pool has been collected. Job posting may come down early due to volume of applicants.</i></div><p></p><p><i><br>
At UnitedHealth Group, our mission is to help people live healthier lives and make the health system work better for everyone. We believe everyone-of every race, gender, sexuality, age, location, and income-deserves the opportunity to live their healthiest life. Today, however, there are still far too many barriers to good health which are disproportionately experienced by people of color, historically marginalized groups, and those with lower incomes. We are committed to mitigating our impact on the environment and enabling and delivering equitable care that addresses health disparities and improves health outcomes - an enterprise priority reflected in our mission.</i></p><p></p><div><i><br>
UnitedHealth Group is an Equal Employment Opportunity employer under applicable law and qualified applicants will receive consideration for employment without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, or protected veteran status, or any other characteristic protected by local, state, or federal laws, rules, or regulations.</i></div><div></div><div><i><br>
UnitedHealth Group is a drug - free workplace. Candidates are required to pass a drug test before beginning employment.</i></div></div>

Production Supervisor Analyst

Next Gen Technologies Pvt Ltd

<p><b>Job Title:</b> QA Executive (Call Center &ndash; Night Shift)</p><p><b>Job Description:</b><br/>We are hiring a <b>QA Executive</b> for our call center night shift. The candidate will be responsible for monitoring calls, evaluating agent performance, and ensuring quality standards are maintained.</p><p><b>Key Responsibilities:</b></p><ul><li>Monitor live and recorded calls.</li><li>Evaluate agent performance and maintain QA scores.</li><li>Provide feedback and coaching to agents for improvement.</li><li>Prepare daily/weekly QA reports.</li><li>Ensure agents follow campaign guidelines and company policies.</li></ul><p><b>Requirements:</b></p><ul><li>Minimum <b>1 year experience in Call Center QA or relevant role</b>.</li><li>Good listening, analytical, and communication skills.</li><li>Ability to work in <b>night shift</b>.</li></ul><p>Location: NextGen Arcade, Old Airport Road, near Shah Khalid Stop, Rawalpindi</p><p><b>Salary:</b> <b>50K &ndash; 60K + Performance Bonus</b>.</p><p>Pay: Rs50,000.00 - Rs70,000.00 per month</p><p>Work Location: In person</p>

We are Hiring QA for call center

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