contact center manager

Etihad

<div>
 Synopsis
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 The Contact Center Performance Manager for the Dedicated Premium Team will oversee a specialized team focused on providing exceptional service to our highest-value guests. This role ensures that both in-house and outsourced team members deliver outstanding service, maintain high levels of guest satisfaction, and uphold our brand standards.
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 <br/>
 Accountabilities
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 <ul>
  <li>
   Oversee daily operations of the dedicated premium team within the contact center, managing both in-house and outsourced teams to ensure exceptional service.
  </li>
  <li>
   Define and uphold high-performance standards and service criteria specifically tailored to high-value guest interactions.
  </li>
  <li>
   Track and analyse team performance against key KPIs, with a strong emphasis on service quality and guest satisfaction.
  </li>
  <li>
   Conduct regular training sessions and workshops to elevate team skills and optimize service delivery.
  </li>
  <li>
   Implement clear and effective communication protocols to ensure smooth coordination between in-house teams and outsourced partners.
  </li>
  <li>
   Handle escalated cases from high-value guests, providing prompt resolutions that align with premium service standards.
  </li>
  <li>
   Analyse performance data to identify trends, anticipate needs, and drive strategic improvements.
  </li>
  <li>
   Prepare comprehensive reports on team performance, guest feedback, and operational challenges for senior management review.
  </li>
  <li>
   Cultivate a collaborative environment between in-house and outsourced teams to ensure seamless communication and service continuity.
  </li>
  <li>
   Develop and implement strategies to enhance the Net Promoter Score (NPS) for this premium guest segment, driving initiatives that strengthen guest satisfaction and loyalty.
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   <br/>
  </li>
 </ul>
 Education &amp; Experience
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 <ul>
  <li>
   Degree level education preferred, or equivalent.
  </li>
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   Minimum of 7 years customer service experience
  </li>
  <li>
   3+ years of management experience in an inbound/outbound Contact Center (essential)
  </li>
  <li>
   Experience in customer service &amp; in travel sector
  </li>
  <li>
   Six Sigma Green Belt (Black Belt is an advantage)
  </li>
  <li>
   COPC implementation leader
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  About Etihad Airways
  <br/>
  <br/>
 </strong>
 Etihad Airways, the national airline of the UAE, was formed in 2003 and quickly went on to become one of the world&rsquo;s leading airlines. From its home in Abu Dhabi, Etihad flies to passenger and cargo destinations in the Middle East, Africa, Europe, Asia, Australia and North America. Together with Etihad&rsquo;s codeshare partners, Etihad&rsquo;s network offers access to hundreds of international destinations. In recent years, Etihad has received numerous awards for its superior service and products, cargo offering, loyalty programme and more. All this ties into Etihad&rsquo;s ambitious Journey 2030 strategy. The airline plans to double its fleet size and triple the number of customers over the next six years as it sets out to be the airline everyone wants to fly!
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 To learn more, visit etihad.com
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 <strong>
  Recruitment Fraud Alert
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  <br/>
 </strong>
 Beware of fraudulent job offers from individuals or organizations claiming to represent the Etihad group. We will never ask for personal information, bank details, or payment during the recruitment process. Interviews are conducted face-to-face or via video/telephone before any formal offer. If you are asked for money, please treat it as fraudulent.
</div>


Contact Center Manager - Premium

American 1 Credit Union

<div><div><div><p><b>We are growing and looking for a Contact Center Regional Managers. Do you have experience with:</b></p><ul><li><b>
Management in a Contact Center/Virtual Branch</b></li><li><b>
Leadership and coaching manager</b></li><li><b>
Hiring and employee development</b></li></ul><p><b>
If so, we invite you to consider a career at American 1 Credit Union. Below are more details before you decide to apply:</b></p><ul><li><b>
Position: Regional Manager</b></li><li><b>
Location: On-site in Jackson Michigan</b></li><li><b>
Starting salary: $96,072 based on experience and qualifications</b></li><li><b>
Benefits start on day one: Health, Dental, Vision, Responsible Time Off</b></li><li><b>
All offers of employment are contingent upon background screens</b></li></ul><p></p><p>
The Contact Center Regional Manager is responsible for taking the lead in creating the best member experiences through all of credit union&rsquo;s contact center departments by providing leadership, direction, coaching and accountability to the Department Managers who oversee day to day operations in their departments. The leadership influence includes hiring, employee development, lending, product sales coaching, project support and member growth. The Contact Center Regional Manager is dedicated to working with the Branch Operations Leadership team to create and sustain a culture that is filled with people who are Focused, Engaged, Trustworthy, Humbly Confident and driven to Achieve. The Contact Center Regional Manager works collaboratively with the entire Branch Operations Leadership team and support departments to assure that our team is optimally engaged and fulfilled in their work and, as a result, the member experience is superior, and goals are achieved.</p><p>
 <b>Essential Job Functions</b></p><ul><li><b>
Lead, Manage and Accountability</b>: Committed to leading and managing in a way that creates an environment in which accountable employees thrive and non-accountable people choose to leave. Lead Department Managers in performance, coaching, and development of themselves and their employees. This includes hiring, training, developing, and performance management. Effectively uses people analyzer to find right people, right seats.</li><li><b>
Branch Operations Leadership Team Collaboration:</b> Collaborate with the Branch Operations Leadership team in all discussions relevant to the American 1 culture, branch operation processes and overall member experience. Participates supporting team and executing the credit union&rsquo;s short- and long-term goals and objectives and communicates such goals and objectives to department managers.</li><li><b>
Focus on Purpose/Mission:</b> Focused on credit union purpose and mission statement of creating financial wellness in our community through everyday banking.</li><li><b>
Accountability Measurement and Coaching:</b> Ensures region&rsquo;s department goals and performance are aligned with organizational scorecard and business plan. Monitor, manage, and report on branch operation goals for membership, scorecard metrics and reports to VP of Branch Operations.</li><li><b>
Employee Recruitment and Retention:</b> Works with department managers to ensure that their teams are staffed with team members that are engaged, embrace and demonstrate our core values, fulfilled in their work, properly trained and receiving regular feedback on performance.</li><li><b>
Diversity, Equity, and Inclusion:</b> Committed to building and supporting a culture that is inclusive for all.</li><li><b>
Leadership Growth Support:</b> Supports managers in assessment, reporting, coaching, training, and improvement plan recommendations for the team members as needed.</li><li><b>
Team Visibility and Support:</b> Supports managers by checking in and building employee relationships. Resolves escalated concerns of credit union members and/or employees with a goal of retaining membership and employees. Serves as a back-up for department managers in their absence.</li><li><b>
Core Process, Policy and Procedure Review and Recommendations:</b> Responsible for following and coaching to all branch operations core processes, policies, and procedures. Makes recommendations to VP of Branch Operations when appropriate. Assures team is following all processes, policies, and procedures, including policies and procedures for customer identification and all BSA requirements</li><li><b>
Community Advocate:</b> Serves as a representative of the credit union within the institution, actively visible at credit union events, and supporting creating relationships within the region.</li></ul><p>
 <b>Competencies Required</b></p><ul><li><b>
People Focused</b> <b>and Strong Communication</b>: Empathetically seek understanding of what members and employees require and expect and use available resources, policies, and opportunities in their best interest without compromising institutional core values and core focus.</li><li><b>
Achiever, Initiative and Goal Driven:</b> The employee drives for results and success, is committed to their job, sets high standards of performance, pursues aggressive goals, and works hard to achieve them, displays a high level of effort and commitment to work, and takes ownership. Apply new ways of thinking; create new ideas. Plans work and carries out tasks without detailed instructions; makes constructive suggestions; prepares for problems or opportunities in advance; undertakes additional responsibilities; responds to situations as they arise with minimal supervision; creates novel solutions to problems.</li><li><b>
Focused, Decision Making and Problem Solving</b> : Has a strong sense of urgency about proactively solving problems and getting work done; gain support by collaborating effectively for ideas, proposals, projects and solutions, take initiative; make and/or facilitate decisions considering impact on others and/or the credit union; reach sound decisions and exercises good judgment based on balanced consideration of facts, priorities, and alternatives; make decisions in agreed upon time frame; take initiative to identify and resolve problems; demonstrate ability to examine existing problems/issues in new ways.</li><li><b>
Leadership, Management and Accountability</b>: Demonstrate institutional responsibility, administrative skill, as well as a commitment to and a vision for public service; ability to achieve positive outcomes by encouraging, supporting, coaching, developing and mentoring others. Committed to leading the company by strategically thinking about the business and managing effectively by working in the business.</li><li><b>
Engaged, Collaborative and Strategic Thinking:</b> The capacity to create an achievable vision for the future by engaging and collaborating with executive team and all employees, to foresee longer-term developments, to envision options (and their probable consequences), to select sound courses of action, to rise above the day-to-day detail, to challenge the status quo.</li><li><b>
Trustworthy, Reliability and Confidentiality</b>: Personally responsible; completes work in a timely, consistent manner; works hours necessary to complete assigned work; is regularly present and punctual; arrives prepared for work; is committed to doing the best job possible; keeps commitments. Able to keep all information obtained confidential including member, employee, and credit union information. Ensures core process, policies and procedures are followed.</li></ul><p><b>
Key Accountability Items:</b></p><ul><li>
Lead, Manage and Accountability</li><li>
Region Hiring, Training, Developing, and Performance Management</li><li>
Communicate and align all on credit union objectives, strategies, and projects to impact member experience</li><li>
Confirm compliance of credit union policies, process, sales, and service metrics</li><li>
Monitor, manage and report region scorecard performance to provide growth in performance of all institution products and services</li></ul><p>
 <b>Requirements:</b></p><ul><li>
Bachelor&rsquo;s degree preferred</li><li>
Minimum 3 years at a management level and demonstrated strong leadership and communication skills</li></ul><p>
 <b>The Ideal Candidate:</b></p><ul><li>
Excellent verbal and written communication skills</li><li>
Working knowledge of PC applications such as Microsoft Office</li><li>
Ability to work independently or as a collaborative member of a team</li><li>
Ability to direct other team members and coach others</li><li>
Knowledge of credit union products, services, policies, core processes and procedures</li><li>
Ability to provide supervisory leadership of professional- and intermediate-level staff</li><li>
Demonstrated member-focused strategy skills</li><li>
Demonstrated skill in gathering, reporting, and summarizing trends in data</li><li>
Ability to express oneself clearly and articulately both orally and in writing</li><li>
Ability to make decisions and take initiative in problem resolution</li><li>
Ability to exercise tact and responsibility with handling confidential information</li></ul><p>
 <i>NOTE: The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.</i></p></div></div></div>

Contact Center Regional Manager

TVS Motor Company

<div>
 <p>
  <strong>
   <u>
    Job Purpose
   </u>
  </strong>
 </p>
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  <br/>
 </p>
 <p>
  The Lead &ndash; Contact Centre Operations is responsible for
  <strong>
   institutionalising the Voice of the Customer
  </strong>
  within TVS Motor Company and enabling
  <strong>
   effective, scalable problem resolution
  </strong>
  through strong customer listening, contact centre governance, and insight-led escalation.
 </p>
 <p>
  The role functions as the
  <strong>
   central authority for customer interactions and feedback
  </strong>
  , ensuring customer inputs are captured accurately, analysed rigorously, and translated into clear, actionable problem statements for the organisation.
 </p>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   <u>
    Key Responsibilities:
   </u>
  </strong>
 </p>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Customer Listening &amp; Contact Centre Operations Governance
  </strong>
 </p>
 <p>
  <strong>
   Quality Assurance &amp; Input Integrity
  </strong>
 </p>
 <p>
  <strong>
   Insights, Escalation &amp; Closure Governance
  </strong>
 </p>
 <p>
  <strong>
   Contact Centre Partner &amp; Ecosystem Management
  </strong>
 </p>
 <p>
  <strong>
   Team Leadership &amp; Capability Building
  </strong>
 </p>
 <p>
  <strong>
   Stakeholder Collaboration
  </strong>
 </p>
 <p>
  <strong>
   Innovation &amp; Digital Enablement in Customer Listening
  </strong>
 </p>
</div>


Contact Center Operations Manager

Southern Company

<div><p><b>IT Supervisor &ndash; Contact Center &amp; My Account</b></p>
<p><b>JOB SUMMARY</b></p>
<p>This position is responsible for the GAS Contact Center, and My Account technology group within the customer technology pillar for Southern Company Gas applications used by GAS Distribution Operations for our state regulated Local Distribution Companies (LDCs). This includes full software development lifecycle of end-to-end Contact Center, and My Account technology program and project delivery, and Contact Center, and My Account technology production support and maintenance. This leader will drive a seamless Contact Center, and My Account delivery that will deliver technology that increases innovation and efficiency. This leader will ensure the GAS Contact Center, and My Account roadmap and technology portfolio align with the overall GAS Technology Delivery strategy, roadmap and goals including ensuring GAS Contact Center, and My Account Technology is simplified and readily supported. This role is responsible for ensuring operational excellence through continuous metric driven improvement providing highly reliable and high-quality technology solutions and support through appropriate design and highly engaged customer service. This position collaborates across Technology Organization (TO) leadership to ensure effective delivery. This leader is responsible for 10 - 14 IT (Information Technology) professionals, including ten (10) employees plus approximately four (4) contractors across various geographic locations. This position is responsible for managing a $1M - $5M annual technology budget with responsibility for a project portfolio of $1M &ndash; $5M.</p>
<p>The position requires business and technology acumen to drive solutions, support and progress that ensure the continued success of the portfolio. This leader influences through active participation in customer activities, and leverages business and technical resources from across the organization to ensure the timely delivery and support of effective business solutions. The position is responsible for the successful implementation and execution of new solution development. This leader will leverage current products for new solutions, influence consolidation and application rationalization. This position will influence simplification of solutions to minimize customization and improve supportability. This leader will also be responsible for the thought leadership on technology direction and decisions based on emerging technologies, industry trends, best practices, and sound business processes for certain business partners. This includes defining and supporting investments that enable the achievement of business objectives and advance the company&rsquo;s capabilities to provide a competitive advantage. This position is responsible for promoting and supporting the realization of what is possible with technology. In close partnership with GAS Business Operations Technology Services (BOTS), this position supports GAS business partners on the Customer Operations Technology Advisory Committee.</p>
<p>This position reports to the Director, GAS Customer Technology.</p>
<p><b>MAJOR JOB RESPONSIBILITIES</b></p>
<ul><li><div>Applies leadership and strategic thinking to a diverse set of opportunities and challenges, serving as a true strategic partner and enabler of all facets of Southern Company Gas.</div></li>
<li><div>
Partners with business leaders across the organization and works closely with the technology organization to ensure resources and strategies are aligned to current and future needs of the business.</div></li>
<li><div>
Support and implements a comprehensive Customer Experience (CX) technology roadmap in the Contact Center and My Account area for the supported business.</div></li>
<li><div>
Drives innovation and leverages technology to create value and transform the business.</div></li>
<li><div>
Establishes and maintains excellent working relationships and partnerships with leadership throughout Southern Company Gas and external vendors and suppliers.
</div></li><li><div>Designs technology solutions that are common where possible and custom where it counts.</div></li>
<li><div>
Drives and simplicity of design to ensure highly available systems where needed and maintainability of the ecosystem.</div></li>
<li><div>
Creates an overall technology budget and manages financial performance.
</div></li><li><div>Hires, develops, rewards, and retains a highly qualified and diverse technology leadership team.</div></li>
<li><div>
Establishes and enforces appropriate technology and business policies, practices, and processes.</div></li>
<li><div>
Acts as a student of business and technology, anticipating future needs and directional shifts in both the technology and energy industries.</div></li>
<li><div>
Creates an environment that fosters accountability, innovation, and engagement at all levels.
</div></li></ul><p><b>JOB REQUIREMENTS</b></p>
<p><b>Education</b></p>
<ul><li>A degree in Computer Science or a related field is required. An advanced degree is desirable.</li>
</ul>
<p><b>Experience and Knowledge</b></p>
<ul><li><div>10 or more years of experience in IT, with at least 5 years of experience managing multiple, medium-to-large- sized and cross-functional teams.
</div></li><li><div>Comprehensive knowledge of information technology with an extensive understanding of application development technologies and methodologies.
</div></li><li><div>Broad knowledge of contact center software and business functions.</div></li>
<li><div>
Experience establishing and defining a comprehensive Contact Center, and My Account and roadmap that meets the strategic and operational objectives of the business.
</div></li><li><div>Broad knowledge of the utility business functions and an understanding of how the Technology Organization adds value to these organizations.
</div></li><li><div>Building strong leadership teams and high performing organizations.
</div></li><li><div>Leading and operating in a fast paced, real-time operational environment with changing business dynamics.
</div></li><li><div>Experience with Waterfall and Agile delivery.
</div></li><li><div>Broad understanding of System Development Lifecycle (SDLC).
</div></li><li><div>Solid foundation in information Technology Infrastructure Library (ITIL).
</div></li></ul><p><b>Skills</b></p>
<ul><li><div>The ability to lead and manage through change. Recognized as a change agent.</div></li>
<li><div>
Knowledgeable about current and future technology trends with the ability to scout and deploy industry-changing technology.</div></li>
<li><div>
Outstanding credibility and demonstrated ability to build strong relationships within the company and industry, and with vendors/ suppliers.
</div></li><li><div>Demonstrated ability to influence key stakeholders and lead through influence.</div></li>
<li><div>
Team player with a collaborative approach to drive solutions for the good of Southern Company.</div></li>
<li><div>
Proven ability to drive efficiency through effective technology management.</div></li>
<li><div>
Ability to operate successfully in a regulated environment with an understanding and appreciation of risk, compliance, corporate policy and procedures, internal controls, and regulatory requirements.</div></li>
<li><div>
Demonstrated ability to connect the dots and apply sound business judgment.
</div></li><li><div>Ability to attract top talent and build high-performing teams. Demonstrated ability to lead, motivate and develop employees and future leaders.
</div></li><li><div>Recognized as an outstanding people manager with the ability to delegate responsibility effectively.</div></li>
<li><div>
Excellent oral and written communication skills, including communicating complex technical topics to various audiences.</div></li>
<li><div>
Excellent customer service skills that exhibit initiative and follow-through to meet customer commitments.</div></li>
<li><div>
Ability to synthesize large amounts of information, determine solutions, and make quality and timely decisions.</div></li>
</ul>
<p><b>About Southern Company</b></p>
<p>Southern Company (NYSE: SO ) is a leading energy provider serving 9 million customers across the Southeast and beyond through its family of companies. Providing clean, safe, reliable and affordable energy with excellent service is our mission. The company has electric operating companies in three states, natural gas distribution companies in four states, a competitive generation company, a leading distributed energy solutions provider with national capabilities, a fiber optics network and telecommunications services. Through an industry-leading commitment to innovation, resilience and sustainability, we are taking action to meet customers' and communities' needs while advancing our goal of net-zero greenhouse gas emissions by 2050. Our uncompromising values ensure we put the needs of those we serve at the center of everything we do and are the key to our sustained success. We are transforming energy into economic, environmental and social progress for tomorrow. Our corporate culture has been recognized by a variety of organizations, earning the company awards and recognitions that reflect Our Values and dedication to service. To learn more, visit www.southerncompany.com .</p>
<p>Southern Company invests in the well-being of its employees and their families through a comprehensive total rewards strategy that includes competitive base salary, annual incentive awards for eligible employees and health, welfare and retirement benefits designed to support physical, financial, and emotional/social well-being. This position may also be eligible for additional compensation, such as an incentive program, with the amount of any bonus/awards subject to the terms and conditions of the applicable incentive plan(s). A summary of the benefits offered for this position can be found here https://seo.nlx.org/southernco/pdf/SOCO-Benefits.pdf . Additional and specific details about total compensation and beneﬁts will also be provided during the hiring process.</p>
<p>Southern Company is an equal opportunity employer where an applicant's qualifications are considered without regard to race, color, religion, sex, national origin, age, disability, veteran status, genetic information, sexual orientation, gender identity or expression, or any other basis prohibited by law.</p>
<p>Job Identification: 17199</p>
<p>Job Category: Information Technology</p>
<p>Job Schedule: Full time</p>
<p>Company: Southern Company Services</p></div>

IT Supervisor - Contact Center & My Account

inDrive

<div>
 <p>
  <strong>
   Department:
  </strong>
  Global Customer Support
 </p>
 <p>
  <strong>
   Location:
  </strong>
  Egypt
  <br/>
  <br/>
 </p>
 <strong>
  Description
  <br/>
  <br/>
 </strong>
 to be added
 <br/>
 <br/>
 <strong>
  Key Responsibilities
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Oversee the performance of the customer support team across all channels (chat, email, and calls if needed), including shift seniors.
  </li>
  <li>
   Conduct regular one-on-one meetings, provide feedback, and mentor team members.
  </li>
  <li>
   Ensure achievement of key service KPIs.
  </li>
  <li>
   Monitor service quality and analyze customer inquiries.
  </li>
  <li>
   Handle customer requests and support the team with complex and escalated cases.
  </li>
  <li>
   Recruit, onboard, and train new agents.
  </li>
  <li>
   Ensure compliance with schedules, discipline, and internal regulations.
  </li>
  <li>
   Analyze operational metrics and prepare performance reports.
  </li>
  <li>
   Work on process optimization and keep customer support scripts up to date.
   <br/>
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Skills, Knowledge &amp; Expertise
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   At least 2 years of experience as a Manager/Supervisor in customer service or a contact center.
  </li>
  <li>
   Strong team management skills, including regular feedback, mentoring, and performance control.
  </li>
  <li>
   Experience working with service metrics, confident Excel skills, and strong analytical abilities.
  </li>
  <li>
   Fluency in Arabic and English is required.
  </li>
  <li>
   Excellent written and verbal communication skills.
  </li>
  <li>
   Ability to multitask, stress resilience, and strong attention to detail.
  </li>
  <li>
   Experience working with stakeholders and cross-functional teams.
   <br/>
  </li>
 </ul>
</div>


Customer Support Group Lead

Leader Communications Incorporated

<div><div><p><b>Position Summary</b></p></div><div><div><p><br>
The Contact Center Supervisor is responsible for overall project management of complex, multi-task contact center operations supporting high-volume inquiries from the general public across multiple communication channels. The UCC Supervisor ensures service quality, workforce management, operational efficiency, SLA compliance, and continuous service improvement within a structured federal IT environment. UCC Supervisor to oversee public-facing contact center operations supporting the USPTO Office of the Chief Information Officer (OCIO) Service Desk Operations Division (SDOD).</p><p></p><p><br>
Individual must be able to attain and maintain a valid U.S. Government Public Trust security clearance.</p></div></div><div><p><b><br>
Duties &amp; Responsibilities</b></p></div><div><div><br>
<ul><li>
Responsible for overall project management of complex, multi-task IT contact center operations.</li><li>
Plan, organize, and manage groups of employees engaged in technical and customer service duties.</li><li>
Provide administrative and technical direction to personnel and work without supervision.</li><li>
Possess corporate authority to recruit, hire, terminate personnel, and commit corporate resources in support of contract performance.</li><li>
Coordinate approved task orders and ensure that all services meet required schedules and/or production standards.</li><li>
Establish improved procedures and controls, where necessary, to ensure that all services meet schedule, production, and quality requirements.</li><li>
Provide customer representatives with the status and activities of personnel covered under the contract.</li><li>
Respond to administrative or technical requests from Government customer representatives.</li><li>
Apply continuous evaluation and control measures to ensure operational effectiveness and SLA compliance.</li><li>
Oversee Customer Service Representatives (CSRs) handling public inquiries via phone, email, and web-based platforms.</li><li>
Ensure compliance with approved scripts, knowledge articles, and email response templates.</li><li>
Monitor Automated Call Distribution (ACD), Interactive Voice Response (IVR), and Customer Relationship Management (CRM) systems.</li><li>
Manage documentation and case tracking within CRM platforms.</li><li>
Oversee workforce forecasting, call pattern monitoring, and real-time schedule adjustments.</li><li>
Ensure compliance with UCC training program modules and onboarding requirements.</li><li>
Conduct quality assurance reviews and trend analysis to identify operational improvement opportunities.</li><li>
Collaborate with Government stakeholders to enhance automation capabilities, including AI-enabled virtual agent solutions.</li></ul><p></p><p><i><br>
This job description in no way states or implies that these are the only duties to be performed by this employee. He or she will be required to follow any other instructions and to perform any other duties requested by his or her supervisor</i></p></div></div><div><p><b><br>
Education &amp; Experience Requirements</b></p></div><div><div><br>
<ul><li>
Education (Required); BA/BS in Computer Science, Engineering, Mathematics, Business, Management, or equivalent</li><li>
Five (5) years of experience in a high-volume contact center supporting the general public.</li><li>
Clearance Requirement: Ability to successfully obtain and maintain a Tier 1 Investigation (Low Risk).</li>
One or more Help Desk Institute (HDI) certifications or formal training from the International Customer Management Institute (ICMI) or similar organization<br>
<li>
</li></ul></div></div><br>
<p></p><div><p><b>Skill &amp; Certification Requirements</b></p></div><div><div><br>
<ul><li>
Demonstrated experience managing multi-channel customer support operations including phone, email, and web-based platforms.</li><li>
Experience overseeing workforce management, SLA adherence, and performance reporting within a structured service environment.</li><li>
Contact center operations management</li><li>
Customer Relationship Management (CRM) systems (Salesforce or similar)</li><li>
Automated Call Distribution (ACD) and Interactive Voice Response (IVR) systems</li><li>
SLA tracking and performance reporting</li><li>
Workforce management and call pattern monitoring tools</li><li>
Quality assurance and customer service best practices</li><li>
Public-facing customer service leadership</li><li>
Team supervision and performance management</li><li>
Operational oversight of high-volume environments</li><li>
Workforce forecasting and scheduling optimization</li><li>
Quality assurance and continuous improvement</li><li>
Strong written and verbal communication skills</li><li>
Ability to work independently without supervision</li><li>
Personnel must possess excellent communication skills (e.g., excellent written and verbal communication skills acquired via customer service work).</li><li>
Excellent verbal communication skills include the ability to establish a professional rapport with customers; be a good listener and obtain required information; see things from another person's perspective; express knowledge in a clear, simple manner; explain technical matters to non-technical people; and be able to uphold the interests of the USPTO and convince others by making valid and relevant points in a professional manner.</li><li>
Excellent written communication skills includes ensuring text is accurate and is expressed in clear, straightforward manner.</li><li>
Personnel must possess administrative and project management skills.</li><li>
The USPTO uses Microsoft Project Professional for all project management needs and Microsoft SharePoint for documentation version control and repository needs.</li><li>
Staff should be skilled with these tools to electronically update project plans and upload documents to our EMS</li><li>
LCI is an Equal Opportunity Employer/ Veterans/ Disabled</li></ul><p>
If you are an individual with a disability or a disabled veteran and need a reasonable accommodation to apply to a position please contact HR by phone at (405) 622-2200 or by email at hr@lcibest.com.</p></div></div></div>

Contact Center Supervisor

VNS Health

<div><b>Overview</b><br>
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This contact center agent, fully remote position provides efficient and courteous consumer service via various contact center technologies, such as chat, inbound/outbound calls, email, web, etc., to determine needs and to facilitate timely and appropriate services. Provides timely and effective customer service to prospective, external consumers and internal staff in accordance with departmental and VNS Health standards. Displays VNS Health's care and commitment to its members and patients by creating a positive consumer experience to include empathy, integrity, and agility.<br>
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<p><b>What We Provide</b></p><ul><li><p>
Referral bonus opportunities
</p></li><li><p>Generous paid time off (PTO), starting at 20 days of paid time off and 9 company holidays</p></li><li><p>
Health insurance plan for you and your loved ones, Medical, Dental, Vision, Life and Disability
</p></li><li><p>Employer-matched 401k retirement saving program</p></li><li><p>
Personal and financial wellness programs
</p></li><li><p>Pre-tax flexible spending accounts (FSAs) for healthcare and dependent care and commuter transit program
</p></li><li><p>Generous tuition reimbursement for qualifying degrees</p></li><li><p>
Opportunities for professional growth and career advancement and CEU credits
</p></li></ul><p></p><p><b>What You Will Do</b>
</p><ul><li><p>Supports a designated line of business, initiating proficiency in a specific area of expertise within VNS Health.</p></li><li><p>
Receives and addresses consumer inquiries, resolving non-clinical issues and complaints across VNS Health, while fostering effective relationships with customers, physicians, hospitals, and internal contacts for prompt issue resolution.</p></li><li><p>
Demonstrates empathy, active listening, and clear communication with consumers to ensure their needs are understood and addressed, fostering a positive consumer experience.</p></li><li><p>
Establishes customer-focused relationships to ensure efficient issue resolution, staying updated on organizational changes through ongoing training and educational resources.</p></li><li><p>
Operates within contact center standards and metrics, fostering a collaborative culture by sharing best practices and identifying improvement opportunities to enhance the consumer experience.</p></li></ul><br>
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<b>Qualifications</b><p><b><br>
Education:
</b></p><ul><li><p>High School Diploma or equivalent required</p></li><li><p>
Bachelor's Degree in Communications, English, Public Relations or related field, or the equivalent preferred</p></li></ul><p><b><br>
Work Experience:</b></p><ul><li><p>
Minimum of one year of customer service experience preferably in a health care setting required</p></li><li><p>
Excellent oral/verbal communication and customer service skills required</p></li><li><p>
PC skills including Microsoft Office</p></li><li><p>
Bilingual skills may be required as determined by operational needs</p></li></ul><br>
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<b>Pay Range</b><br>
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USD $17.49 - USD $21.80 /Hr.
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<b>About Us</b><br>
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<b>VNS Health</b> is one of the nation&rsquo;s largest nonprofit home and community-based health care organizations. Innovating in health care for more than 130 years, our commitment to health and well-being is what drives us &mdash; we help people live, age and heal where they feel most comfortable, in their own homes, connected to their family and community. On any given day, more than 10,000 VNS Health team members deliver compassionate care, unparalleled expertise and 24/7 solutions and resources to the more than 43,000 &ldquo;neighbors&rdquo; who look to us for care. Powered and informed by data analytics that are unmatched in the home and community-health industry, VNS Health offers a full range of health care services, solutions and health plans designed to simplify the health care experience and meet the diverse and complex needs of the communities and people we serve in New York and beyond.</div>

Contact Center Agent I

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