contact center team lead

Transworld Associates Pvt. Ltd

We are hiring Team Lead-Call Care Center<ul><li>To effectively build call center culture, the supervisor is responsible for &ldquo;on-the-floor&rdquo; activities and must be available to assist agents while they are &ldquo;on-the-floor.&rdquo;</li><li>Lead a team to deliver exceptional customer services.</li><li>Lead process improvements / operational fixes to enhance customer experience.</li><li>Measuring resource performance and ensuring optimum productivity level of each team member.</li><li>Creating effective coordination with team members to keep them engaged &amp; intact with team deliverables.</li><li>On call escalations handling for better customer experience.</li><li>Coaches, counsels, and disciplines employees, Motivate and encourage agents through positive communication and feedback.</li><li>Develops, coordinates, and enforces systems, KPI's, procedures, and productivity standards.</li><li>Contributes to team effort by accomplishing related results as needed</li><li>Perform all other duties and tasks as assigned by line manager</li></ul>Required Skills:<ul><li>Proficient in English; Good knowledge of additional languages will be a definite plus</li><li>Working knowledge of MS Office</li><li>Tech savvy with knowledge of call center equipment and relevant computer programs</li><li>Knowledge of performance evaluation procedures</li><li>Outstanding communication and negotiation abilities</li><li>A results-oriented approach</li><li>Excellent organizational and leadership skills</li><li>Ability to work under pressure</li></ul>Education &amp; Experience:<ul><li>Master&rsquo;s degree holder Preferable bachelor&rsquo;s degree holder</li><li>Proven experience as call center supervisor or similar supervisory position</li><li>Experience in customer service is essential</li></ul>Location:Quaid-e-Azam Industrial Estate Kot Lakhpat, Lahore.Job Type: Full-timeApplication Question(s):<ul><li>What's your current salary Package?</li><li>What's your expected salary Package?</li></ul>Location:<ul><li>Lahore (Required)</li></ul>Work Location: In person

Team Lead- Call Center

BRIGHT SOLUTIONS

US Central Time: 9:00 AM to 5:00 PMPlease apply only if you are comfortable working night shifts according to the above schedule.Salary PackagePKR 40,000 &ndash; 65,000 per monthSalary will be offered based on: Experience &amp; Communication skillsPerformance during the interview processRelevant lead generation backgroundRequirementsPrevious experience in Call Center, Telemarketing, or Lead Generation (Mandatory)Excellent spoken and written EnglishStrong communication, persuasion, and interpersonal skillsSelf-motivated and target-driven attitudeAbility to work independently and as part of a teamReliable internet and professional work ethicTraining &amp; SupportComprehensive training will be provided to selected candidates to ensure success in the campaign.Additional BenefitsProfessional and growth-oriented work environmentPerformance-based career advancement opportunitiesFemale candidates will be provided pick &amp; drop facility by the companyHealth Insurance coverage will be provided after the successful completion of the 3-month probationary period.How to ApplyInterested candidates who meet the above requirements may send their updated CV/resume.Male and Female candidates are encouraged to apply.Important: Please do not apply if the offered salary range or the stated working hours do not match your expectations. We appreciate applications only from candidates who have carefully reviewed the job requirements and are genuinely interested in the position.Job Types: Full-time, FresherPay: Rs40,000.00 - Rs65,000.00 per monthWork Location: In person

Call Center Agent – Calling Lead Generation (US Time Zone )

Positive Impact Health Centers

<div>
 Job Type
 
 
 Full-time
 
 
 
 Description
 
 
 
 
 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.
 
 
 
 
 What makes us different? We offer our employees the following:
 
 
 
 <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
 
 
 </li>
 </ul>
 
 Positive Impact Health Centers
 
 (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.
 
 
 
 JOB SUMMARY:
 
 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.
 
 
 
 
 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.
 
 
 
 
 
 Requirements
 
 
 
 
 ESSENTIAL FUNCTIONS:
 
 
 
 
 Duties And Responsibilities
 
 
 
 <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
 
 
 </li>
 </ul>
 
 Knowledge, Skills, And Abilities
 
 
 
 <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.
 
 
 </li>
 </ul>
 
 Minimum Qualifications
 
 
 
 <ul>
 <li>
 Professional degree or certification in nursing, public health administration, health care administration, business administration, or related field
 
 
 </li>
 </ul>
 
 Experience
 
 
 
 <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
 
 
 </li>
 </ul>
 Salary Description
 
 
 $55,000 - $70,000
</div>

Contact Center Manager

Sukoon Insurance

<div>
 
 
 Job Summary:
 
 
 <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>
 
 
 
 
 
 Job Accountabilities:
 
 
 <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>
 
 
 
 
 
 Key Performance Indicators (KPIs):
 
 
 <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>
 
 
 
 
 
 Skills Required:
 
 
 <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>
 
 
 
 
 
 Education, Experience and Formal/Professional Qualifications:
 
 
 <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>
 
 
</div>

Manager, Call Center

Apollo Technology Solutions LLC

<div><div>Job Title: Customer Relationship Management (CRM) Functional Data Migration Engineer 
Duration: Long Term 
Location: Middletown, PA (Hybrid) 
 
Description of Duties
<ul><li>Serve as the primary expert for Dynamics Customer Engagement (CE).</li>
<li>Manage MS Dynamics aspects of projects, including requirements gathering, defining overall architecture for high performance, integrating with non-Dynamics systems, solution design, and testing with support from functional and technical leads.</li>
<li>Lead the design, configuration, and deployment of Dynamics 365 CE solutions.</li>
<li>Lead the CRM team and the functional and technical implementation and optimization of Dynamics 365 CE solutions.</li>
<li>Conduct comprehensive business analysis to understand customer service processes and requirements.</li>
<li>Design functional solutions that leverage Dynamics 365 CE capabilities, integrating with contact center applications, and self-service portals.</li>
<li>Collaborate with technical leads, project managers, and other stakeholders to ensure successful project delivery.</li>
<li>Support the definition of requirements for integrating Dynamics 365 CE with contact center applications, self-service portals, mobile apps, back-office systems (e.g., ERP), and payment gateways.</li>
<li>Design functional solutions that leverage Dynamics 365 CE capabilities, integrating with Contact Center applications and self-service portals.</li>
<li>Support, develop and deliver training programs for end-users to ensure effective use of Dynamics 365 CE solutions.</li>
<li>Ensure alignment with business needs, and best practices are met.</li>
<li>Ensure seamless functional integration and data flow across systems.</li>
<li>Promote user adoption through effective change management and support.</li>
<li>Provide ongoing functional support and optimization for Dynamics 365 CE solutions.</li>
<li>Identify and implement improvements to enhance system functionality and user experience.</li>
<li>Configure Dynamics 365 CE applications to meet specific business requirements, with a particular emphasis on configuration handled by technical leads and developers.</li>
<li>Fully document all work associated with this position, including technical and functional designs, diagrams, test plans, test scripts, impact analysis reports, lessons learned, and best practices as directed by the PTC.</li>
<li>Develop and maintain productive working relationships with technology staff, business owners, project sponsors, vendors, and key clients.</li>
<li>Lead and participate in project team activities for system work efforts related to enterprise systems.</li>
<li>Work independently to accomplish assigned tasks and duties.</li>
<li>Adhere to and follow all PTC standards, policies, and procedures.</li>
<li>Utilize various software and technology tools to perform job duties.</li>
<li>Perform tasks and other duties as related to this position and assigned by the PTC.</li>
</ul> 
Experience / Knowledge
<ul><li>Minimum of 10 years of experience in Dynamics 365 CE (Customer Service module) functional implementations.</li>
<li>7+ years of extensive experience in business analysis, requirement gathering, and functional solution design.</li>
<li>Advanced knowledge of Dynamics 365 CE functionalities and a proven track record of successfully delivering complex projects.</li>
<li>Proven experience in managing and delivering large-scale Dynamics 365 CE projects with complex integrations.</li>
<li>Deep understanding of Dynamics 365 CE capabilities, including customization, configuration, and user management.</li>
<li>Strong knowledge of Contact Center applications (e.g., Telephony &amp; IVR-based solutions) and self-service portals.</li>
<li>Familiarity with integrating Dynamics 365 CE with back-office systems (e.g., ERP) and payment gateways.</li>
</ul> 
Education
<ul><li>Bachelor's degree in Computer Science, Information Technology, Business Administration, or a related field is desired but not required.</li>
<li>Certifications/Recognitions (must have at least one):
<ul><li>MS Dynamics Fast Track recognized Architect for Biz Apps as part of multiple prior client engagements.</li>
<li>Microsoft Most Valuable Professional (MVP) recognition.</li>
</ul></li></ul> 
Soft Skills:
<ul><li>Excellent analytical and problem-solving skills.</li>
<li>Strong communication and interpersonal skills.</li>
<li>Ability to lead and collaborate with cross-functional teams.</li>
<li>Detail-oriented with strong organizational and project management skills.</li></ul></div></div>

Customer Relationship Management (CRM) Functional Data Migration Engineer

Truliant Federal Credit Union

<div>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.
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.<div>
Purpose of the Job</div><div><div><div><div><div><div><div><div><div>
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.
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.
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.
Essential Functions and Responsibilities<ul><li>
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.</li><li>
Defines and executes the contact center vision and roadmap, aligning people, process, technology, and data with overall member access and growth strategies.</li><li>
Establishes governance, policies, and performance frameworks to ensure regulatory compliance, operational resilience, data security, and ethical AI use.</li><li>
Leads the design, implementation, and optimization of AI capabilities, including virtual assistants, agent assist tools, intelligent routing, predictive analytics, and automation.</li><li>
Manages the transition from voice-first to digital-first member interactions while ensuring seamless escalation to live agents.</li><li>
Partners with IT, Digital, Data, Risk, and Compliance teams to deploy AI technologies that improve efficiency while maintaining trust and transparency.</li><li>
Defines and monitors success metrics for AI and operational performance, including containment, handle time, quality, productivity, and member satisfaction.</li><li>
Oversees day-to-day contact center operations across all channels, ensuring service levels, quality standards, and KPIs are consistently achieved.</li><li>
Drives performance across key metrics, including service level, member satisfaction, quality, productivity, attrition, digital adoption, first contact resolution, and cost to serve.</li><li>
Leverages analytics and insights to optimize staffing models, scheduling, workflows, and channel mix.</li><li>
Ensures a consistent, high-quality, bilingual (English/Spanish) member experience across all contact center touchpoints.</li><li>
Provides executive oversight of contact center platforms and partners, including Genesys Cloud CX and its AI and analytics capabilities.</li><li>
Manages vendor relationships, including evaluation, negotiation, and contract oversight to support scalability, innovation, and cost efficiency.</li><li>
Stays current on emerging technologies, AI trends, and best practices to continuously improve performance and member outcomes.</li><li>
Develops and manages the contact center budget, including operating expenses, technology investments, and vendor costs.</li><li>
Owns financial and operational performance, identifying risks, barriers, and opportunities while ensuring ROI and long-term sustainability.</li><li>
Builds and leads a high-performing leadership team, driving change management and successful adoption of new technologies and processes.</li><li>
Fosters a culture of continuous improvement, accountability, and member-centricity while overseeing workforce planning, hiring, performance management, and employee development.</li></ul>
Other Duties and Responsibilities<ul><li>
Perform additional duties and special projects as assigned.</li></ul>
Knowledge, Skills, and Abilities
<ul><li>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.</li><li>
Must have knowledge of regulatory expectations related to member communications, data privacy, consumer protection, and operational risk.</li><li>
Must have the proven ability to balance exceptional member experience with operational performance and financial outcomes.</li><li>
Must be able to lead and motivate teams and foster a culture of accountability, engagement, and continuous improvement.</li><li>
Must have a deep understanding of modern contact center operations, omni‑channel service delivery, and digital member experience.</li><li>
Must have strong knowledge of web chat, conversational AI, virtual agents, agent assist tools, intelligent routing, analytics, and workflow automation.</li><li>
Must have the ability to apply technology effectively to financial products and service delivery to improve efficiency, scalability, and member outcomes.</li><li>
Must possess the ability to communicate, initiate, and lead change, maintaining a positive attitude while explaining and supporting organizational decisions, directions, and procedures.</li><li>
Must have strong project management and multi‑tasking skills, with the ability to manage multiple initiatives concurrently and meet time‑sensitive deadlines.</li><li>
Must be flexible and able to shift resources and priorities as business needs evolve.</li><li>
Must have excellent communication skills in English, both verbal and written.</li><li>
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.</li><li>
Must be tactful, mature, flexible, and compassionate leadership style.</li><li>
Must have strong financial acumen, including budgeting, forecasting, and ROI analysis.</li><li>
Must be resourceful, well organized, and detail‑oriented.</li><li>
Must have good reasoning abilities and sound judgment.</li><li>
Must have the ability to make recommendations and resolve problems using judgment consistent with standards, practices, policies, procedures, and applicable laws and regulations.</li><li>
Must be able to maintain confidentiality at all times.</li><li>
Should possess a strong commitment to providing excellent service to Truliant&rsquo;s members and employees.</li></ul>
Physical Requirements<ul><li>
Ability to work in a general office environment.</li><li>
Prolonged periods of sitting and computer use.</li><li>
Occasional standing, walking, bending, and lifting (up to 10 pounds).</li><li>
Moderate travel as required.</li></ul>
Education and Background<ul><li>
Bachelor&rsquo;s degree in Business, Finance, Technology, or a related field required; Master&rsquo;s degree or advanced degree preferred.</li><li>
Minimum of 7&ndash;10 years of progressive leadership experience in contact center, customer experience, or digital service environments.</li><li>
Prior senior leadership experience required.</li><li>
Must have experience with consultative sales management processes and practices.</li><li>
Must have demonstrated experience leading AI adoption or digital transformation in a contact center or customer experience environment.</li><li>
Must have a proven track record of product, process, or technology development and implementation.</li><li>
Experience with Genesys Cloud CX and related AI capabilities preferred</li><li>
Experience with AI‑enabled contact center platforms, digital channels, vendor management, and large‑scale transformation initiatives strongly preferred.</li></ul></div></div></div></div></div></div></div></div></div>
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!
As a member of the Truliant family, you will enjoy the following full time benefits:<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

Digital Penguin

About the RoleWe are looking for an experienced and results-driven Floor Manager to oversee daily operations, support team performance, and ensure the highest standards of customer service. The successful candidate will be responsible for managing advisors, monitoring productivity, providing coaching, and maintaining a positive and professional working environment.Key Responsibilities<ul><li>Supervise and support a team of Customer Service Representatives (CSRs).</li><li>Conduct daily performance assessments and provide constructive feedback to team members.</li><li>Monitor CRM activity throughout the day to ensure agents are actively engaged and adhering to productivity standards.</li><li>Track agent statuses and investigate extended periods of inactivity or time spent on pause outside of authorized breaks.</li><li>Monitor attendance, punctuality, and adherence to schedules.</li><li>Provide coaching, mentoring, and ongoing performance improvement support.</li><li>Conduct call monitoring and quality assurance reviews to ensure service and compliance standards are maintained.</li><li>Deliver induction and training sessions for new joiners, ensuring they understand company processes, systems, compliance requirements, and performance expectations.</li><li>Assist with training, and development of new and old team members.</li><li>Ensure individual and team KPIs are achieved.</li><li>Generate daily, weekly, and monthly performance reports for management.</li><li>Identify performance gaps and implement corrective action plans where necessary.</li><li>Ensure compliance with company policies, procedures, and operational guidelines.</li><li>Foster a positive, professional, and high-performance work environment.</li><li>Recommend and implement process improvements to enhance team efficiency and productivity.</li></ul>Requirements<ul><li>Previous experience in a Floor Manager, Team Leader, Supervisor, or similar leadership role.</li><li>Strong understanding of call center operations and performance management.</li><li>Experience using CRM systems and workforce monitoring tools.</li><li>Excellent leadership, communication, and coaching skills.</li><li>Strong analytical and problem-solving abilities.</li><li>Ability to manage multiple priorities in a fast-paced environment.</li><li>Proficiency in Microsoft Office and reporting tools.</li></ul>Preferred Qualifications<ul><li>Experience in customer service, lead generation, claims management, or contact center environments.</li><li>Proven ability to lead teams and achieve performance targets.</li></ul>Working Hours &amp; Schedule<ul><li>Shift Timing: 1:00 PM &ndash; 10:30 PM (Mon - Thurs)</li><li>Friday: Half day (2:30PM to 9:30PM)</li><li>Saturday: Half day (2:00PM to 8:00PM)</li><li>Sunday: Off (fixed weekly off)</li></ul>Note: Manadatory to be in the office before 10 mints of shift time.Benefits<ul><li>Company-provided meal (Dinner)</li><li>Supportive &amp; Professional work environment</li><li>Growth opportunities</li><li>Annual Leaves/Paid holidays</li></ul>Experience<ul><li>Team Leadership/Supervisory Experience: 2+ years (Preferred)</li><li>Call Center Operations Management: 2+ years (Preferred)</li></ul>Work Location: [On-site]Apply now if you are a hands-on leader who can effectively monitor team performance, maintain operational discipline, and drive continuous improvement.Do not apply if you don't have BPO/Call center/Contact Center Experience.Pay: Rs40,000.00 - Rs60,000.00 per monthWork Location: In person

Floor Manager (BPO)

Search 10000+ Contact center team lead jobs near you this June. New roles added regularly across leading industries. Apply today.