contact center manager

Positive Impact Health Centers

<div>
 Job Type
 <br/>
 <br/>
 Full-time
 <br/>
 <br/>
 <strong>
  Description
  <br/>
  <br/>
 </strong>
 <strong>
  Are you seeking a career with a growing company, a place where you can make an impact in the community? Then Positive Impact Health Centers is the company for you.
  <br/>
  <br/>
 </strong>
 <strong>
  What makes us different? We offer our employees the following:
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   1 Health Wellness day per quarter
  </li>
  <li>
   Parental Leave
  </li>
  <li>
   Free parking at our locations/bus line accessibility
  </li>
  <li>
   Competitive Salary &amp; Benefits
  </li>
  <li>
   Automatic 3% Safe Harbor &amp; 2% Profit Sharing (Retirement Program)
  </li>
  <li>
   100% allotted for benefit elections for employees, 50% allotted for benefit elections for employees' spouse/dependents
  </li>
  <li>
   Credit Union
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Positive Impact Health Centers
 </strong>
 (PIHC) is a community leader in providing HIV prevention, care and treatment services. The PIHC model of care assures that individuals with HIV have access to medical, pharmacy, dental, behavioral health, and social services, providing the best opportunity for patients to achieve high-quality health outcomes.
 <br/>
 <br/>
 <strong>
  JOB SUMMARY:
 </strong>
 The Medical Contact Center Manager will build and lead our patient access and communication hub. This role will oversee the launch, daily operations, and continuous improvement of our first contact center, ensuring patients experience timely, compassionate, and efficient support at every touchpoint. The Manager will lead and develop a high-performing team, implement best-in-class workflows and technologies, and partner closely with clinical and administrative departments to optimize scheduling, patient inquiries, and overall access to care. The ideal candidate combines strong leadership, operational expertise, and a patient-centered mindset to drive performance, quality, and an exceptional patient experience.
 <br/>
 <br/>
 <em>
  <strong>
   This position description should not be interpreted as all-inclusive. It is intended to identify the major responsibilities and requirements of this position. The incumbents may be requested to perform job-related responsibilities and tasks other than those stated in this position description.
   <br/>
   <br/>
  </strong>
 </em>
 <strong>
  Requirements
  <br/>
  <br/>
 </strong>
 <strong>
  ESSENTIAL FUNCTIONS:
  <br/>
  <br/>
 </strong>
 <strong>
  Duties And Responsibilities
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Conducts Quality Assurance activities (e.g., call monitoring, guidance, database analysis) which focuses on the continuous development of the consistency in compliance and accuracy of both verbal and written communications.
  </li>
  <li>
   Utilizes tools to monitor patient calls and ensures team is providing excellent customer service.
  </li>
  <li>
   Demonstrates the ability to organize, manage and prioritize assigned work tasks
  </li>
  <li>
   Delivers efficient time management strategies when performing medical information activities following all required legal compliance standards.
  </li>
  <li>
   Ensures new hire training is comprehensive, up to date and completed within defined timelines, resulting in an employee&rsquo;s ability to work independently.
  </li>
  <li>
   Responsible for providing quality customer support through active listening, patience, empathy, and problem-solving skills even through complex situations
  </li>
  <li>
   Monitors call volume and related activities on a consistent basis; provides management with periodic reports to facilitate staffing/process decisions.
  </li>
  <li>
   Facilitates and assists team with key projects for the group and coordinates with interdisciplinary partners as required.
  </li>
  <li>
   Collaborates with other departments, including clinical staff, IT, and administrative teams, to streamline processes and enhance overall efficiency; Participate in interdisciplinary meetings and committees to drive process improvements and enhance patient outcomes.
  </li>
  <li>
   Oversee the day-to-day operations of the medical contact center, including managing incoming calls, emails, and other forms of communication.
  </li>
  <li>
   Lead and manage a team of contact center agents, providing guidance, support, and training as needed.
  </li>
  <li>
   Develop and implement policies, procedures, and protocols to ensure the highest quality of service delivery.
  </li>
  <li>
   Utilize strong leadership abilities to foster a positive work environment and promote teamwork and collaboration among contact center staff.
  </li>
  <li>
   Monitor and evaluate contact center performance metrics, such as call volume, response times, and customer satisfaction, and implement strategies for continuous improvement.
  </li>
  <li>
   Ensure compliance with HIPAA regulations and other relevant healthcare standards and guidelines.
  </li>
  <li>
   Handle escalated patient inquiries and complaints in a professional and timely manner.
  </li>
  <li>
   Provide regular reports and updates to senior management on contact center performance and key metrics.
  </li>
  <li>
   Stay informed about developments in healthcare technology, communication systems, and contact center best practices, and make recommendations for implementation as appropriate.
  </li>
  <li>
   Supervise, mentor, and empower a team of contact center agents to deliver high-quality service to patients and healthcare providers. Provide ongoing training, coaching, and performance feedback to ensure the team meets or exceeds performance goals.
  </li>
  <li>
   Manage all aspects of the medical contact center, including call routing, appointment scheduling, patient triage, and follow-up communication. Monitor call volume, response times, and service levels to ensure optimal performance and patient satisfaction.
  </li>
  <li>
   Champion a patient-centered approach to care delivery, ensuring that all interactions with patients and their families are conducted with empathy, professionalism, and respect. Address patient inquiries, concerns, and complaints promptly and effectively, escalating issues as needed to achieve resolution.
  </li>
  <li>
   Develop and implement strategic plans and initiatives to optimize the efficiency and effectiveness of the medical contact center operations.
  </li>
  <li>
   Maintain strict confidentiality guidelines, regarding all clients, conversations , referrals of work and information, based on PIHC&rsquo;s policies and procedures.
  </li>
  <li>
   Other duties as assigned
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Knowledge, Skills, And Abilities
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Excellent communication, interpersonal, and conflict resolution skills, with a demonstrated ability to interact effectively with diverse stakeholders.
  </li>
  <li>
   Experienced in working with culturally diverse populations
  </li>
  <li>
   Must have strong computer system skills.
  </li>
  <li>
   Must have ability to work in a fast-paced environment and attention to detail
  </li>
  <li>
   Ability to work as a team member and lead the Contact Center Team.
  </li>
  <li>
   Proficiency in Microsoft Office Suite and other relevant software applications.
  </li>
  <li>
   Experience with call center technologies and relevant EHR databases.
  </li>
  <li>
   Flexible, and detail-oriented, with a positive attitude, and a strong ability to multitask, prioritize projects, and communicate at all levels within the company.
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Minimum Qualifications
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Professional degree or certification in nursing, public health administration, health care administration, business administration, or related field
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Experience
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Minimum of five (5) years of clinical experience in various healthcare settings
  </li>
  <li>
   Prefer at least two (2) years of experience in a leadership or management role within a contact center or customer service environment.
  </li>
  <li>
   Maintain current licensure, as well as current CPR
   <br/>
   <br/>
  </li>
 </ul>
 Salary Description
 <br/>
 <br/>
 $55,000 - $70,000
</div>


Contact Center Manager

Sukoon Insurance

<div>
 <p>
  <strong>
   Job Summary:
  </strong>
 </p>
 <ul>
  <li>
   Efficiently lead the Contact Centre&rsquo;s team to continuously improve Customer Service &amp; Production through consistent delivery of superior customer experience.
  </li>
  <li>
   Support the Contact Centre Head in ensuring adherence to Contact Center Service Standards / SOP&rsquo;s and Department Objectives.
  </li>
 </ul>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Job Accountabilities:
  </strong>
 </p>
 <ul>
  <li>
   Lead the call centre by developing, implementing and reviewing call centre processes for inbound and outbound operations and related responsibilities and tasks;
  </li>
  <li>
   Drive customer satisfaction by ensuring timely resolution of customer queries and complaints, building relations and gaining credibility, through continuous monitoring of call centre KPIS;
  </li>
  <li>
   Training &amp; Coaching: Maintaining high product knowledge level for all team members resulting is efficient call handling , sales and conversion ratio .
  </li>
  <li>
   Updating team members on Process changes, new product release &amp; system changes.
  </li>
  <li>
   Ensure consistency in adherence to the call centre guidelines, underwriting guidelines and operational procedures;
  </li>
  <li>
   Accountable for direct sales in the consumer lines of business;
  </li>
  <li>
   Ensure consistency in adherence to the call centre guidelines, underwriting guidelines and operational procedures;
  </li>
  <li>
   Quality Scores : Maintaining high call quality standards through daily guidance , buddy training &amp; calls monitoring.
  </li>
  <li>
   Set and measure performance targets for speed, efficiency, sales and quality;
  </li>
  <li>
   Manage the daily running of the call center, including sourcing equipment, effective resource planning and implementing call center strategies and operations;
  </li>
  <li>
   Set and measure performance targets for speed, efficiency, sales and quality;
  </li>
  <li>
   Monitor random calls to improve quality, minimize errors and track call center agent performance;
  </li>
  <li>
   Organize staffing, including shift patterns and the number of staff required to meet demand;
  </li>
  <li>
   Forecast and analyze data against budget figures on a weekly and/or monthly basis;
  </li>
  <li>
   Manage the complaint management function and ensure adherence to all DHA/HADD laws on complaint handling.
  </li>
  <li>
   Support team development through periodic review, mentoring, counseling, and feedback.
  </li>
 </ul>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Key Performance Indicators (KPIs):
  </strong>
 </p>
 <ul>
  <li>
   CC abandoned rate
  </li>
  <li>
   GPW production
  </li>
  <li>
   Team&rsquo;s Product knowledge
  </li>
  <li>
   GPW Production
  </li>
  <li>
   Team&rsquo;s Quality scores
  </li>
  <li>
   Service Excellency &amp; Complaint Management
  </li>
  <li>
   Team&rsquo;s Data Capture &amp; Accuracy
  </li>
  <li>
   MIS &amp; Reporting
  </li>
  <li>
   Initiative
  </li>
 </ul>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Skills Required:
  </strong>
 </p>
 <ul>
  <li>
   Proven experience as call center manager or similar position.
  </li>
  <li>
   Knowledge of performance evaluation and customer service metrics .
  </li>
  <li>
   Solid understanding of reporting and budgeting procedures.
  </li>
  <li>
   Experience in basic financial analysis (cost-effectiveness, cost-benefit etc.).
  </li>
  <li>
   Proficient in MS Office and call center equipment/software programs.
  </li>
  <li>
   Outstanding communication and interpersonal skills.
  </li>
  <li>
   Excellent organizational and leadership skills with a problem-solving ability.
  </li>
  <li>
   Positive and patient.
  </li>
  <li>
   Certified Call Center Manager (e.g. CCCM) or equivalent qualification is a plus.
  </li>
 </ul>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Education, Experience and Formal/Professional Qualifications:
  </strong>
 </p>
 <ul>
  <li>
   Graduate of any bachelor&rsquo;s degree
  </li>
  <li>
   5 years experience in Insurance / Finance industry
  </li>
  <li>
   5 years experience in Call Center /Customer service team lead role
  </li>
 </ul>
 <p>
 </p>
</div>


Manager, Call Center

BTI Solutions

<div>Call Center Operations Manager AO7177465<div>
Top skills:<br>
<ul><li>Process Improvement</li><li>Vendor Management</li><li>Business Analysis</li></ul><br>
Schedule: Fully onsite<br>
<br>
KEY RESPONSIBILITES/REQUIREMENTS:<br>
<br>
Position Summary<br>
The Operations Manager will lead initiatives to enhance customer experience and streamline operational processes within the Care+ team of the MX organization. This role will focus on identifying inefficiencies, implementing process improvements, and ensuring seamless customer interactions across all touchpoints.<br>
This role is a vendor and customer-facing role and requires problem-solving and strong communication skills.<br>
<br>
Roles &amp; Responsibility<br>
<ul><li>Develop and execute strategies to improve customer experience metrics and optimize operational efficiency</li><li>Leverage NPS results, Medallia survey data and KPI results to provide actionable insights and drive process improvements</li><li>Collaborate with cross-functional teams to ensure alignment on customer experience goals and operational objectives</li><li>Analyze and document current processes, identify bottlenecks, and implement solutions to optimize workflows</li><li>Case-manage customer escalations</li><li>Act as main point of contact for Call Center BPO and Third-Party Administrator</li><li>Lead training and development programs to enhance team capabilities in customer experience and process improvement</li></ul><br>
Minimum Qualifications<br>
<ul><li>Bachelor's degree in Business Administration, Operations Management, or a related field.</li><li>5 years of experience in operations management or a related role.</li><li>Proven track record of improving customer experience and operational processes.</li><li>Strong analytical skills with the ability to interpret data and make data-driven decisions.</li><li>Excellent communication and leadership skills.</li></ul><br>
Preferred Qualifications<br>
<ul><li>Experience in the mobile device protection industry.</li><li>Familiarity with process improvement methodologies such as Lean or Six Sigma.</li><li>Experience managing cross-functional teams in a fast-paced environment.</li></ul></div><p></p><h1 class="jobSectionHeader"><b>
Why work at BTI?</b></h1><p></p><p>
We&rsquo;re committed to creating a workplace where employees feel valued, supported, and empowered to grow. Our team benefits from competitive compensation, comprehensive health and wellness offerings, and opportunities for professional development. We are proud to be an equal opportunity employer and make all employment decisions without regard to race, color, religion, sex (including pregnancy, sexual orientation, and gender identity), national origin, age, disability, genetic information, veteran status, or any other legally protected status.</p><p></p><p>
We comply with all applicable federal, state, and local employment laws, including those related to fair hiring practices, pay transparency, workplace safety, and reasonable accommodations. We are dedicated to maintaining an inclusive environment where everyone has the opportunity to succeed and contribute meaningfully.</p></div>

Call Center Operations Manager AO7177465

<div>Overview:
<div><b>
Application Deadline:</b> Ongoing until positions are filled.</div><div>
to apply, please visit the TP Careers site at https://www.tp.com/en-us/careers.</div><div></div><div><b><br>
About TP</b></div><div>
TP is a leading global provider of digital business services. We partner with the world's most prominent brands to optimize operations through advanced technology and sustainable business practices. With a global workforce of 500,000 across 300 languages, we are a force for good in our communities and for our clients.</div><div></div><div><b><br>
Benefits of working with TP include</b></div><div>
TP offers benefits to you and your family. Eligible team members can take advantage of our comprehensive health benefits, which may include medical, vision, and dental.</div><div>
We invest in and prioritize the mental health and well-being of our team members by providing resources, including Employment Assistance Programs, space in the form of health and personal time off (HPT), and leave programs as eligible.</div><div>
We offer benefits and tools to help our team members and their families for their financial future. This includes offering competitive 401(K) plans, life insurance, supplemental medical coverage, critical care insurance, pet insurance, FSA plans, and retailer discounts.</div><div></div><div><b><br>
Career Growth and Culture</b></div><div>
At TP, we prioritize a culture of inclusion and diversity where every employee feels valued. We provide a platform for limitless career advancement, fostering an environment where ambition and high performance lead to long-term success.</div><div>
TP is committed to supporting those who serve. We welcome applications from active-duty service members, veterans, and military families.</div><div></div><div><b><br>
Equal Opportunity Employer</b></div><div>
TP is an Equal Opportunity Employer. We do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.</div><div>
If you require reasonable accommodation during the application process, please contact us at 877-877-3944 or contact us here. Please note, this contact channel is not a means to apply for or inquire about a position and we are unable to respond to non-accommodation-related requests.</div><br>
<div></div>
Responsibilities:
<div><b>
Your Responsibilities</b></div><ul><li>
Develop and implement operational practices that establish positive employer-employee-client relationships and promote high levels of employee morale.</li><li>
Manage compliance and reporting for all center operations including call volume forecasting and staffing, client service commitments, budget, forecasted hours versus actual hours, payroll, etc.</li><li>
Oversee day-to-day contact center operations and business planning, ensuring staff safety, physical site security, human resource development, operational efficiency and service quality excellence.</li><li>
Through demonstrated individual performance; promote the highest standards of ethical and professional conduct.</li><li>
Thrive as a team player in a fast-paced, high-energy, change-oriented environment.</li><li>
Continue liaison efforts with Account Management, Quality Assurance, Training, Recruiting, WFM, IT and the Client</li><li>
Performs other related duties and assignments as required.</li></ul>
Qualifications:
<div><b>
Qualifications</b></div><ul><li>
Sales leadership</li><li>
Bachelor&rsquo;s degree from an accredited college or university or equivalent work experience</li><li>
Two to three years of contact center management experience.</li><li>
Currently a supervisor or above with excellent TOPS implementation skills</li><li>
Experience managing programs with varying service objectives, agent skill requirements and technical solutions.</li><li>
Strong verbal, listening, and written communications skills required</li><li>
Excellent attendance history is required.</li><li>
Some travel may be required</li><li>
Must have proficiency in Microsoft Office functions including extended Outlook functions and complex Excel functions</li><li>
Experience managing multiple programs concurrently is a plus.</li><li>
Experience with strategic development and implementation specifically with operating policies and procedures, and work process improvements.</li><li>
Excellent verbal and oral communication skills.</li></ul><div></div><div><b><br>
Soft Skills</b></div><ul><li>
Process Excellence</li><li>
Collaboration</li><li>
Communication</li><li>
Emotional Intelligence</li><li>
Open-Mindedness</li><li>
Critical Thinking</li><li>
Solution Orientation</li><li>
Entrepreneurship</li><li>
AI Proficiency</li><li>
Data Literacy</li></ul><div></div><div><b><br>
Be Part of Our TP Family</b></div><div>
It is our mission to always provide an environment where our employees feel valued, inspired, and supported, so that they can bring their best selves to work every day. We believe that when employees are happy and healthy, they are more productive, creative, and engaged. We are committed to providing a workplace that is conducive to happiness and a healthy work-life balance. We also believe that to be our best selves, we need to be surrounded by people who are positive, supportive, and challenging. We are committed to creating a culture of inclusion and diversity, where everyone feels welcome and valued.</div></div><div></div>

Contact Center Assistant Operations Manager

Truliant Federal Credit Union

<div><p>Truliant&rsquo;s mission is to improve lives by putting our members first, providing great service and straightforward financial solutions. Our core values of Member Focus, Service, Guidance, Relationships, and Community define how we interact with members to fulfill our mission of improving lives and providing a foundation on which we conduct ourselves.</p><p></p><p>
Our Promise to Our Teammates: Truliant strives to provide all teammates with an enjoyable place to work where they feel valued, empowered and rewarded for all that they do.</p><p></p><div><b>
Purpose of the Job</b></div><div><div><div><div><div><div><div><div><div><p>
The Vice President Contact Center provides strategic and operational leadership for Truliant&rsquo;s omni‑channel contact center, with a strong focus on AI‑enabled member experience, digital engagement, and operational efficiency.</p><p></p><p>
This role is responsible for setting and executing the future‑state vision of the contact center across voice, web chat, email, and SMS, while ensuring an exceptional, consistent, and secure member experience. A key priority of this position is leading the adoption of artificial intelligence to enhance agent performance, improve member satisfaction, optimize capacity, and reduce cost to serve, while ensuring responsible, compliant, and transparent use of AI technologies.</p><p></p><p>
As a member of the Senior Management Team (SMT), the VP plays a critical role in advancing Truliant&rsquo;s mission of meeting the financial needs of its member‑owners through scalable, data‑driven, and technology‑enabled service delivery.</p><p></p><p><b>
Essential Functions and Responsibilities</b></p><ul><li><p>
Serves as a member of the Senior Management Team (SMT), contributing to enterprise strategy and long-term planning related to member experience, service delivery, and digital transformation.</p></li><li><p>
Defines and executes the contact center vision and roadmap, aligning people, process, technology, and data with overall member access and growth strategies.</p></li><li><p>
Establishes governance, policies, and performance frameworks to ensure regulatory compliance, operational resilience, data security, and ethical AI use.</p></li><li><p>
Leads the design, implementation, and optimization of AI capabilities, including virtual assistants, agent assist tools, intelligent routing, predictive analytics, and automation.</p></li><li><p>
Manages the transition from voice-first to digital-first member interactions while ensuring seamless escalation to live agents.</p></li><li><p>
Partners with IT, Digital, Data, Risk, and Compliance teams to deploy AI technologies that improve efficiency while maintaining trust and transparency.</p></li><li><p>
Defines and monitors success metrics for AI and operational performance, including containment, handle time, quality, productivity, and member satisfaction.</p></li><li><p>
Oversees day-to-day contact center operations across all channels, ensuring service levels, quality standards, and KPIs are consistently achieved.</p></li><li><p>
Drives performance across key metrics, including service level, member satisfaction, quality, productivity, attrition, digital adoption, first contact resolution, and cost to serve.</p></li><li><p>
Leverages analytics and insights to optimize staffing models, scheduling, workflows, and channel mix.</p></li><li><p>
Ensures a consistent, high-quality, bilingual (English/Spanish) member experience across all contact center touchpoints.</p></li><li><p>
Provides executive oversight of contact center platforms and partners, including Genesys Cloud CX and its AI and analytics capabilities.</p></li><li><p>
Manages vendor relationships, including evaluation, negotiation, and contract oversight to support scalability, innovation, and cost efficiency.</p></li><li><p>
Stays current on emerging technologies, AI trends, and best practices to continuously improve performance and member outcomes.</p></li><li><p>
Develops and manages the contact center budget, including operating expenses, technology investments, and vendor costs.</p></li><li><p>
Owns financial and operational performance, identifying risks, barriers, and opportunities while ensuring ROI and long-term sustainability.</p></li><li><p>
Builds and leads a high-performing leadership team, driving change management and successful adoption of new technologies and processes.</p></li><li><p>
Fosters a culture of continuous improvement, accountability, and member-centricity while overseeing workforce planning, hiring, performance management, and employee development.</p></li></ul><p></p><p><b>
Other Duties and Responsibilities</b></p><ul><li><p>
Perform additional duties and special projects as assigned.</p></li></ul><p></p><p><b>
Knowledge, Skills, and Abilities
</b></p><ul><li><p>Must have a sound understanding of standard concepts, practices, procedures, regulations, and compliance requirements within a member contact center environment, as well as services offered by the credit union.</p></li><li><p>
Must have knowledge of regulatory expectations related to member communications, data privacy, consumer protection, and operational risk.</p></li><li><p>
Must have the proven ability to balance exceptional member experience with operational performance and financial outcomes.</p></li><li><p>
Must be able to lead and motivate teams and foster a culture of accountability, engagement, and continuous improvement.</p></li><li><p>
Must have a deep understanding of modern contact center operations, omni‑channel service delivery, and digital member experience.</p></li><li><p>
Must have strong knowledge of web chat, conversational AI, virtual agents, agent assist tools, intelligent routing, analytics, and workflow automation.</p></li><li><p>
Must have the ability to apply technology effectively to financial products and service delivery to improve efficiency, scalability, and member outcomes.</p></li><li><p>
Must possess the ability to communicate, initiate, and lead change, maintaining a positive attitude while explaining and supporting organizational decisions, directions, and procedures.</p></li><li><p>
Must have strong project management and multi‑tasking skills, with the ability to manage multiple initiatives concurrently and meet time‑sensitive deadlines.</p></li><li><p>
Must be flexible and able to shift resources and priorities as business needs evolve.</p></li><li><p>
Must have excellent communication skills in English, both verbal and written.</p></li><li><p>
Must possess superior interpersonal skills and the ability to work effectively with diverse personalities at all organizational levels, including executive leadership and the Board of Directors.</p></li><li><p>
Must be tactful, mature, flexible, and compassionate leadership style.</p></li><li><p>
Must have strong financial acumen, including budgeting, forecasting, and ROI analysis.</p></li><li><p>
Must be resourceful, well organized, and detail‑oriented.</p></li><li><p>
Must have good reasoning abilities and sound judgment.</p></li><li><p>
Must have the ability to make recommendations and resolve problems using judgment consistent with standards, practices, policies, procedures, and applicable laws and regulations.</p></li><li><p>
Must be able to maintain confidentiality at all times.</p></li><li><p>
Should possess a strong commitment to providing excellent service to Truliant&rsquo;s members and employees.</p></li></ul><p></p><p><b>
Physical Requirements</b></p><ul><li><p>
Ability to work in a general office environment.</p></li><li><p>
Prolonged periods of sitting and computer use.</p></li><li><p>
Occasional standing, walking, bending, and lifting (up to 10 pounds).</p></li><li><p>
Moderate travel as required.</p></li></ul><p></p><p><b>
Education and Background</b></p><ul><li><p>
Bachelor&rsquo;s degree in Business, Finance, Technology, or a related field required; Master&rsquo;s degree or advanced degree preferred.</p></li><li><p>
Minimum of 7&ndash;10 years of progressive leadership experience in contact center, customer experience, or digital service environments.</p></li><li><p>
Prior senior leadership experience required.</p></li><li><p>
Must have experience with consultative sales management processes and practices.</p></li><li><p>
Must have demonstrated experience leading AI adoption or digital transformation in a contact center or customer experience environment.</p></li><li><p>
Must have a proven track record of product, process, or technology development and implementation.</p></li><li><p>
Experience with Genesys Cloud CX and related AI capabilities preferred</p></li><li><p>
Experience with AI‑enabled contact center platforms, digital channels, vendor management, and large‑scale transformation initiatives strongly preferred.</p></li></ul></div></div></div></div></div></div></div></div></div><p></p><p>
If you have a passion for member service and would like to invest in a meaningful career with opportunity for growth, we encourage you to apply to Truliant!</p><p></p><p>
As a member of the Truliant family, you will enjoy the following full time benefits:</p><ul><li>
No-cost employee Medical, dental, vision coverage</li><li>
Prescription benefits (including mail order)</li><li>
Paid holidays and Paid Time Off (PTO)</li><li>
401(k) plan with contribution matching</li><li>
Paid community involvement volunteers hours</li><li>
Paid group life Insurance</li><li>
Teammate loan discounts</li><li>
Tuition reimbursement</li><li>
Short and long-term disability</li><li>
Health &amp; Wellness program</li><li>
Teledoc (physician video conferencing)</li><li>
Onsite fitness facilities or health club reimbursement</li><li>
Employee Assistance Program (EAP)</li><li>
Medical flexible spending account</li><li>
Dependent care flexible spending account</li></ul></div>

Vice President Contact Center

UNC Charlotte

<div><div><div>General Information
</div><p></p><div><div><div><div><b>Vacancy Open to</b></div> <div>All Candidates</div>
</div><br>
<div><div><b>Employment Type</b></div> <div>Permanent - Full-time</div>
</div><br>
<div><div><b>If time-limited, note appointment end date</b></div>
</div><br>
<div></div><div><div><b>Hours per week</b></div> <div>40</div>
</div><br>
<div><div><b>Months per year</b></div> <div>12</div>
</div><br>
<div><div><b>Position Number</b></div> <div>009570</div>
</div><br>
<div><div><b>NC Salary Grade Equivalency</b></div> <div>NC02</div>
</div><br>
<div><div><b>Classification Title</b></div> <div>Admin Support Associate - Journey</div>
</div><br>
<div><div><b>Working Title</b></div> <div>FM 311 Customer Service Center Liaison</div>
</div><br>
<div><div><b>Salary Range</b></div> <div>$33,540 - $42,779</div>
</div><br>
<div><div><b>Anticipate Hiring Range</b></div> <div>$33,540 - $39,745</div>
</div><br>
<div><div><b>FLSA Status</b></div> <div>Non Exempt</div>
</div><br>
<div><div><b>Division</b></div> <div>Business Affairs</div>
</div><br>
<div><div><b>Department</b></div> <div>Facilities Management (Adm)</div>
</div><br>
<div><div><b>Work Unit</b></div> <div>Facilities Management AVC</div>
</div><br>
<div><div><b>Work Schedule</b></div>
<div>REMOTE position 11:00 am &ndash; 8:00 pm; Tuesday &ndash; Saturday with a possibility of shift change to include Sundays and/or PRN hours as deemed necessary. The incumbent must reside within a commutable 100-mile radius of campus.</div>
</div><br>
<div><div><b>Primary Purpose of Position</b></div>
<div>This position serves as a FM 311 Customer Service Center Liaison &ndash; with responsibility for monitoring the FM 311 Customer Service Center phone lines and providing timely responses to customer inquiries via phone, email, or chat. Additionally, this position will assist with the creation and closing of work order requests.</div>
</div><br>
<div><div><b>Minimum Education/Experience</b></div>
<div><b>Required Minimum Qualifications:</b><br>
<br>
Graduation from high school, or an equivalent combination of education and experience.<br>
<br>
Note: Some state job postings state you can qualify by an &lsquo;equivalent combination of education and experience.&rsquo; If that language appears above, then you may qualify through EITHER years of education OR years of directly related experience, OR a combination of both.</div>
</div><br>
<div><div><b>Essential Job Duties</b></div>
<div><div>The Administrative Support Associate provides support to the Facilities Operations unit. Duties include, but are not limited to:</div><ul>
<li>Answer phone calls, enter accurate data, maintain spreadsheets, and perform other professional requirements in an office setting.</li>
<li>Work with all personality types to accomplish business needs.</li>
<li>Build and maintain effective, productive customer relations.</li>
<li>Interact with customers, supervisors, and others from multiple departments.</li>
<li>Develop and maintain effective working relationships with others to encourage and support communication and teamwork.</li>
<li>Communicate with management to obtain an understanding of the organization&rsquo;s mission and objectives.</li>
<li>Maintain a high level of service aptitude and program knowledge.</li>
<li>Independently make decisions using sound professional judgement, in accordance with established policies and procedures.</li>
<li>Demonstrate respectful, courteous professionalism and integrity at all times.</li>
</ul></div>
</div><br>
<div><div><b>Other Work Responsibilities</b></div>
<ul><li>Maintain accurate information logs and forms, which include work requests.</li>
<li>Resolve customer issues by adhering to established Facilities Operations policies and procedures.</li>
<li>Perform other related duties as assigned and/or delegated.</li>
</ul>
</div><br>
<div><div><b>Departmental Preferred Experience, Skills, Training/Education</b></div>
<ul><li>Administrative support experience preferred.</li>
<li>Ability to multitask and remain calm and composed in high-stress situations. Ability to foster and create an atmosphere of teamwork.</li>
<li>Effective skills in verbal, written, and interpersonal communications, and the ability to follow written and verbal instructions.Ability to effectively communicate the English language (reading, writing, interpretation, and comprehension).</li>
<li>Computer literacy is required, with knowledge and skills in Google Chrome, Microsoft Office Suite, and a willingness to learn new programs.</li>
<li>Valid driver&rsquo;s license. Administrative Support Specialist may operate assigned vehicles on and/or off campus and must possess, maintain, or obtain a valid driver&rsquo;s license upon appointment to the position. Selected candidate must have the mental and physical capabilities to perform the essential functions of the position with or without reasonable accommodations.</li>
</ul>
</div><br>
<div><div><b>Necessary Licenses or Certifications</b></div>
</div><br>
<div></div><div><div><b>Work Location</b></div> <div>FM - Finance and Business Operations</div>
</div><br>
<div><div><b>Posting date</b></div> <div>06/11/2026</div>
</div><br>
<div><div><b>Closing date</b></div> <div>06/18/2026</div>
</div><br>
<div><div><b>Proposed Hire Date</b></div> <div>07/01/2026</div>
</div><br>
<div><div><b>Contact Information</b></div>
</div><br>
<div></div><div><div><b>Special Notes to Applicants</b></div>
<ul><li>Please include the supervisor&rsquo;s name and contact information in the job application.</li>
<li>The finalist will be subject to a Criminal Background Check and/or a Motor Vehicle Report</li>
<li>The Search Committee will not contact references without first verifying permission with the<br>
finalist.</li>
<li>Please ensure your application reflects the knowledge, skills, abilities, and experiences to support your answers to the supplemental questions.</li>
<li>Do not write &lsquo;see resume&rsquo; on your application when completing the job duties section.</li>
<li>UNC Charlotte Benefits Information: https://hr.charlotte.edu/benefits/benefits-overview/</li></ul></div></div></div></div></div>

FM 311 Customer Service Center Liaison

Amazon Web Services

<div><h2 class="jobSectionHeader"><b>DESCRIPTION</b></h2><div>
Amazon Web Services | Cloud Economics<br>
Are you a customer-obsessed business development leader with a track record of building new strategic motions and translating complex financial models into executive decisions? Do you have the depth to quantify the ROI of AI-powered contact center transformation &mdash; and the influence to drive customer commitment at the C-suite level? Are you energized by designing the financial models and methodologies that become the standard for how AWS sells AI adoption at scale? Join the AWS Cloud Economics Connect team as a Senior Business Development Manager.<br>
<br>
As AWS and Amazon Connect continue to grow rapidly, we are seeking a Senior Business Development Manager to join the Cloud Economics Connect team. In this role, you will design, build, and own the financial models and methodologies that power Amazon Connect's AI adoption motion &mdash; creating the economic foundation that enables AWS field teams to articulate the value of Connect Customer AI with consistency, rigor, and scale.<br>
You will work directly with high-value Connect customers globally, partnering with cross-functional teams of AI Specialists, Customer Success Specialists, AI Architects, and Data Scientists who embed with customers in focused deployment cycles to compress time-to-value. Your models and methodologies will be the financial backbone of every customer engagement.<br>
<br>
Key job responsibilities<br>
<ul><li>Design and build the core financial models and ROI methodologies used across all Amazon Connect AI adoption engagements, establishing a repeatable, scalable framework for quantifying the business impact of transitioning into Amazon Connect Customer AI.</li><li>Develop customer-specific value hypotheses by assessing baseline contact center operations, AI optimization potential, and projected business outcomes &mdash; producing financial analyses that are rigorous enough to withstand CFO scrutiny and clear enough to drive executive alignment.</li><li>Build and continuously refine a suite of ROI tools, playbooks, and benchmarks that enable value conversations at scale &mdash; multiplying your methodology well beyond direct engagements.</li><li>Drive executive-level value presentations alongside AI Specialists, building alignment with customer CX and AI leadership on target-state economics, business objectives, and the financial bridge needed to close the gap between adoption and realized value.</li><li>Define the measurement framework for AI optimization impact &mdash; establishing the methodology for quantifying containment rates from agentic self-service, handle time reduction from agent assist, contact deflection, and cost-per-serviced-contact improvement across a diverse customer base.</li><li>Own the business development reporting framework, designing the metrics, models, and tracking methodology that measure program financial outcomes and inform product roadmap prioritization, program scaling, and executive business reviews.</li></ul><br>
A day in the life<br>
The Senior Business Development Manager on the Cloud Economics Connect team is the architect of the financial models and methodologies that drive Amazon Connect's AI adoption. On a given day, you might be designing a new ROI framework for a strategic Connect customer, pressure-testing financial models against revenue neutrality constraints, or sitting alongside an AI Specialist in a VP-level customer meeting to walk through the economics of an AI adoption roadmap you built. You turn contact center economics &mdash; containment rates, handle time reduction, cost-per-contact improvement, ARR impact &mdash; into financial models that are both analytically defensible and executively compelling. You think beyond the individual engagement &mdash; your goal is to build methodologies that scale, so that every AWS field team member can walk into a Connect AI conversation armed with the same rigor and confidence. You don't wait to be asked &mdash; you identify the gaps in how we measure and communicate value, build the models that close them, and set the standard for the team.<br>
<br>
About the team<br>
The Customer Experience specialist team helps customers learn about and adopt Amazon Connect. We are one of the fastest growing AWS services and a leader in the Contact Center as a Service (CCaaS) category. As an AI-powered cloud contact center, Amazon Connect delivers a rapid pace of innovation that enables companies to unlock bar raising experiences for customers and agents at lower cost.</div><h2 class="jobSectionHeader"><b>
BASIC QUALIFICATIONS</b></h2><ul><li>5+ years of Go-To-Market, Business Development, Sales, or Consulting experience</li><li>5+ years of working with Data &amp; AI related technologies, including, but not limited to, AI/ML, GenAI, Analytics, Database, and/or Storage experience</li><li>5+ years of working with Business Application Technologies, including, but not limited to End User Compute (EUC), Supply Chain, Contact Center as a Service, Consumer Data Applications, Encrypted Communications, and/or Communication Developer Services experience</li><li>5+ years of working with Core Cloud Technology Services, including, but not limited to Compute, Edge, Hybrid, Security, and/or Networking experience</li><li>5+ years of working with Enterprise Application Modernization and Migration technologies, including, but not limited to, Mainframe, Serverless, Containers, or Cloud Operations experience</li></ul><h2 class="jobSectionHeader"><b>
PREFERRED QUALIFICATIONS</b></h2><ul><li>Experience interpreting data and making business recommendations</li><li>Experience identifying, negotiating, and executing complex legal agreements</li><li>Experience with Contact Center technology transformation initiatives and the impact AI drivers</li><li>Deep understanding of cloud technologies, including public and hybrid cloud platforms.</li><li>Financial analysis spreadsheet skills and presentation (Powerpoint) creation/delivery skills</li></ul><br>
Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.<br>
<br>
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you&rsquo;re applying in isn&rsquo;t listed, please contact your Recruiting Partner.<p><br>
The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life &amp; AD&amp;D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits.</p><br>
USA, NY, New York - 162,700.00 - 220,200.00 USD annually<br>
USA, VA, Arlington - 147,900.00 - 200,100.00 USD annually<br>
USA, WA, Seattle - 147,900.00 - 200,100.00 USD annually</div><p></p>

Senior Business Value Specialist - Amazon Connect, Customer Experience

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