Prepare contingency staffing plans for special projects, unexpectedly high call volumes and absences to maintain the customer experience, Implement new processes, procedures and technologies as needed, Proficient in Microsoft office products, and applicable call center systems, Knowledge of policies and regulations (i.e. Identify deficiencies and ensures that the associates have necessary resources and adequate training to be successful and meet Oceana minimum standards, Book and confirm attraction tickets for guest reservations, Manage transfer of guest payments between properties, Job experience: Minimum three years’ experience in Reservations/Front Office position with supervisory experience strongly preferred, Responsible for filling in for the manager, when they are absent or not on duty. Adjust game plan and strategies daily based on trends in the business, Partner with Human Resources on recruiting, screening, and hiring processes ahead of need and to attract the targeted candidates that embody the Stella & Dot culture, Provide proactive leadership to the team to achieve high levels of Customer Service in a manner consistent with Stella & Dot’s vision and values, Evaluate performance of direct and indirect reports and provide feedback consistently and in a timely manner based on both observations of performance and behavior and the review of company statistics, The duties and responsibilities listed are intended to provide general guidelines and parameters for the job and are not intended to be a comprehensive, detailed description of the job, Progressive and successful track record in a call center environment with at least 5+ years of supervisory experience. Judgment is used in the cost effective scheduling of employees, Integrates many pieces of diverse information into a framework that helps explain the reason for a situation, enhances decision-making, or helps others understand the “big picture”, Consults with the VP Call Center on an as needed basis to discuss staffing issues, performance issues, policy issues and/or member issues, Actively involved in at least one civic organization and be a volunteer for one non-profit community project each year that assists the enhancement of our community in which VyStar operates, Actively involved in at least one function that enhances the image of VyStar or the credit union movement within the local, state, or national political arena, Connect Consistently be friendly and approachable. No professional experience on your resume? - Select from thousands of pre-written bullet points. - Instantly download in PDF format or share a custom link. Quantify Data, Trending KPI’s, etc. Ensure workload and workforce management objectives are met to meet the demands of the aggressive marketing campaigns. 4. Feel free to revise this job description to meet your specific job duties and job requirements. Assists with the selection, discharge and training of department. Must be able to foster a fun and engaging work environment for the team that cultivates innovation, communication and an eager anticipation of coming to work each day. Has to be forward thinking for future development for the Call Center, Leads the preparation and publication of business cases/project analysis focused on proactive identification of operational efficiencies, resource planning requirements, and innovative technology solutions to include detailed productivity analysis, capacity planning, relevant ratios and measures for all alternatives required to make intelligent business decisions, Coordinates with Supervisors to ensure schedule adherence. Based on the most successful resume samples, Call Centre Managers should have a diverse skillset, including leadership, very good interpersonal and communication abilities, data entry skills and an attitude oriented towards problem solving. 1. Based on the most successful resume samples, Call Centre Managers should have a diverse skillset, including leadership, very good interpersonal and communication abilities, data entry skills and an attitude oriented towards problem solving. Recognize and reward successful performance. In order to work as Call Centre Managers, candidates need to showcase in their resumes a high school diploma or a college degree and optionally call center … Apply internal and external best practices. Those seeking to work as Call Center Directors are not required extensive formal education, but most candidates display at least a college degree in their resumes. Associate must regularly evaluate and respond to unique situations, Associate may be responsible for management of others who interact with clients to whom the CRM has been assigned as primary contact, Extensive employee management and call center experience as the primary team supervisor (minimum 3 years), Strong analytical/problem-solving skills and attention to detail, Excellent managerial, organizational, and verbal/written communication skills, Ability to work with professionals at all levels across diverse geographic areas, High level of initiative and the ability to thrive in a team environment, Capacity to work independently and effectively on a variety of tasks at the same time, Proficient in the use of standardized software, specifically MS Office package, Ability to handle stressful situations and deadline pressures well, Commitment to following through effectively on all client requests, Familiarity with tax-related concepts (desired), Minimum of 3 years of extensive client management experience, Familiarity with Unemployment claims is desired, 2+ years of previous Supervisory experience in a Call Center, Customer Service, or Patient Relations area; 1+ year Administrative / Communications experience, Demonstrate competency and relevant experience in call center operations, Knowledge of organizational policies, procedures and systems, Knowledge of operating a variety of office equipment and proficient in various, Microsoft Office/Suite proficient (Word, Excel, PowerPoint, Project, etc. Resolving problems raised by members and providers. Responsible for scheduling of department. Tracking the number of inbound calls. Ensured that the call center is achieving maximum profitability and effectiveness. Here’s how to write an effective customer success manager resume experience section: Begin with the most recent work you had, and go backwards through past jobs from there. As an individual, you are encouraged to manage up – rather than waiting to be managed down, or avoiding responsibility completely, Analyze call center metrics, service levels and other performance indicators and recommend initiatives toimprove service levels, the work environment and to reduce expenses, Build and maintain effective relationships with clients and serve as the escalation point with clients when necessary, Partner with other cross functional leadership teams whose support is critical to insure service, quality and other company wide goals are attained: Development, Sales, Product Management, Human Resources, IT, etc, Manage employee satisfaction thru frequent communication, goal setting, performance management and creating a positive environment of trust and clear expectations, Minimum of 5-7 years of senior level management experience in high volume, fast paced customer service and telecommunications/call centers with teams of 70+ employees, Strong history of managing multi-functional teams across multiple locations and levels, Must have comprehensive understanding of service and call center metrics (to include KPIs) and technologies, Must be responsive to customer needs, possess a passion for quality and constantly raising the bar, and have a history of strong results, Must have experience managing and mentoring staff, providing constructive feedback and coaching, administering H.R. Stay current with all major developments, regulatory/legislative changes, and innovations in health savings account products, Schedule adequate staff levels for various shifts and campaigns on a weekly/monthly basis in partnership with business partners. Manage work volume, headcount forecast, and cost-revenue analysis, Anticipates operational issues and develops preventative measures, We require all managers and associates to think 80/20. ), Ability to negotiate with and influence others, Ability to develop and maintain relationships to achieve business objectives, Manage and oversee training, scheduling of staff and re-training in any deficient areas the call center staff, Monitor and oversee all quality assurance/customer service of all call center staff, Oversee passenger trip requests manually or through use of automated system to achieve system goals (productivity, on-time performance, efficiency, minimum ride lengths, etc.) Tailor your resume by picking relevant responsibilities from the examples below and then add your accomplishments. This will include developing ongoing leadership training and delivering this training as needed, Ensure that Team Leaders are setting/achieving daily goals for their team and actively coaching to those goals to maximize short-term and long-term success, Monitor and review work of Team Leaders and Delight Associates to ensure it is within company standards. Convince the hiring manager that you’re the right choice by incorporating these tips into your resume… She has a proven background of coordinating successful … Defines and recommends objectives, develops short and long term plans and programs to support company goals and budgets, Ensures continuous review and analysis of processes and procedures to identify and implement operational improvements to enhance efficiency and customer satisfaction, Develops audit and quality assurance programs and strategies to ensure efficiency, quality of service and customer retention, Resolves customer problems escalated by supervisors, Ensures adequate staffing and productivity level to meet or exceed required performance standards, Ensures compliance with policies and procedures, Bachelor’s degree and 3+ years of customer service operations experience required, or an equivalent combination of education and experience 1+ years of supervisory experience required, Demonstrated ability to analyze processes, enact change, and think strategically to achieve business goals, Ability to successfully manage large groups of people and strong leadership skills, Ability to create an environment of high trust and high morale, Stooping, kneeling, crouching, crawling 5%, Lifting Requirements Amount of Weight % of time, Maintain an entrepreneurial, customer service environment, Successfully lead, build, and develop a team for modeling service excellence, Foster partnerships, while cultivating a self-directed team, Maintain associate payroll, benefit and performance information, Provide consumer resolutions in a call center/retail environment, Proactively resolve escalated customer service issues, Able to identify opportunities and find solutions for continuous improvement, Act as liaison between the customers, repair technicians and delivery teams, Communicate delivery concerns with the operation management team, Maintain repair technician vehicle records and product supplies, Minimum two years high volume retail or call center management experience, Consistently demonstrate professional communication and interpersonal skills, Out Bound Calling to policy holders explaining the policy details, Good People Management skills to manage large teams of voice resources, Should be able to manage customer escalations, Should be able to manage Customer Weekly/Monthly reviews, Meeting and exceeding the customer service level agreements, Should be able to manage team issues and provide resolutions, Ensure meeting AHT as per the customer guidelines, Experience of Health insurance domain will be preferred, Should have relevant experience in to Out Bound calling, Should be flexible to work in longer shifts, Develop best practices and tools for project execution and management, Identify process improvements and procedural challenges, recommending appropriate solutions, Track project milestones and deliverables, Coach, mentor, motivate and supervise team members, and influence them to take positive, proactive action and accountability for their role, Ability to define problems collect data, establish facts, and draw valid conclusions, Word, Excel, Email, Windows, PowerPoint, Client Systems, Effectively present information and respond to questions from groups of managers, clients, customers, and general public, Organizational and Time Management Skills, Minimum 1-2 year of experience Preferably with Out Bound calling at Supervisor role, Healthcare domain knowledge will be an added advantage, Prefer Bachelor’s degree or Associates in Finance or Accounting, Work and manage others in their work on accounts, Handles all incoming and outgoing correspondence within 48 hour of receipt, To automate, administer, manage, run and make reliable, trustworthy and dependable the processing of production, To integrate in production of the new application programs or data processing sequences, To configure and parameterize the production equipments, To automate the procedures of technical management and pattern matching of alarms, To define and implement the procedures of recovery in the event of incident and of restoration of the data. Examples of Accomplishments 1. phone, computer, copy machine, fax machine), Ability to take initiative and effectively adapt to changes, Able to use sound judgment; work independently, with minimal supervision, In conjunction with the Sales and Marketing leaders, design and create a training program for call center associates to include written training materials, Designs and reports individual and departmental performance metrics for continuous improvements, Ensures that work resources are reviewed and updated as needed, Provide insight and analytics to identify root cause of challenges and partner with business process owners to drive resolution, Ensure cross functional collaboration to drive performance, Bachelor's degree in business or related field of study (i.e. ... who simply list their job duties. Ensuring resource schedules were managed and call response times acceptable; Liased with senior management to develop the channel's strategic plans to ensure market and revenue growth; Monitored competitor activity ensuring we remained competitive; Developed sales agents and team leaders through coaching and training to achieve targets and excellent levels of customer service; Developed, implemented and monitored incentive schemes and subsequent bonus payments. Experience in the healthcare industry is a plus! Patriot Act, Check 21, Reg. Find out what is the best resume for you in our Ultimate Resume Format Guide. Preferred supervisory or lead experience with a strong emphasis on customer service, Experience within call center environment is preferred, Understanding of PC functions, including Windows-based applications and ability to learn/understand internal Verification Services technology/systems, Required to work on site in West Des Moines, IA office, Strong emphasis on collaboration and team building, Ability to perform multiple tasks at the same time, Ability to respond quickly to unexpected changes, Ability to deal with people in a professional and courteous manner, Ability to communicate and motivate individuals in the department, Experienced with Microsoft Office platform (Word, Outlook, Excel, PowerPoint), Ability to interact in written and oral form with clients, state agencies, and all levels of company personnel, Ability to handle high volume of work and work under deadlines, Excellent analytical skills, problem solving and decision making abilities, Ability to follow policies and procedures; complete administrative tasks correctly and on time, High level of organization and multi-tasking abilities, Ability to handle a high volume of work and work under deadlines, Self-motivated with high level of initiative, Demonstrated ability to analyze data and develop appropriate presentations for various audiences, Relies on experience and judgment to plan an accomplish goals, Performs a wide variety of management tasks while delegating work appropriately, Bilingual English/Spanish - must be able to speak, read and write in both languages without limitations or assistance, Intermediate knowledge of MS Word and Excel and PowerPoint, Ability to travel 50% within the Tampa and Orlando area, Ability to demonstrate prior experience with team engagement, Plays an active role in day-to-day management of the Project so as to be knowledgeable and aware of all issues, concerns, and requirements, Manage staff assigned to all call center and mailroom business activities, and plans and coordinates day-to-day operations of the Contact Center and Mailroom operations, Manage a team of diverse individuals, including Supervisors and Specialists, focused on one of the primary initiatives as defined by the client, Approve timesheet, develop team schedules and other assigned duties, Manage workload distribution and other personnel matters, Assigns and reviews the work of staff for completeness, accuracy, and application of regulations and plans and controls workload to assure quality of service, Trains, coaches, counsels, and mentors staff members so they can efficiently and effectively perform their jobs, and conducts regular unit meetings, Ensures that problems are resolved with employees and handles any complaints, Facilitates communication on all contract and operational changes, including applicable corrective and preventive actions, to members of the Project Management Team, Performs other duties as assigned by leadership, Bachelor's degree from an accredited college or university required, At least four (4) years of experience in managing Tier I and Tier II call center functions for a health care-related organization required, Two (2) of the four years must include managing health care provider enrollment call center support required, Ability to perform comfortably in a fast-paced, deadline and detail oriented work environment, Ability to successfully execute many complex tasks simultaneously, Ability to work as a team member as well as independently, Experience working with State of Maryland Providers and programs; knowledge of Maryland health care programs and regulations preferred, 5 or more year's experience in Reservations/Front Office Supervisor or Management position. 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