Director Of Inbound Call Center Jobs

Post-secondary education courses or certification in business, computers, (Word, Excel, etc.) and office management; preferred

Demonstrates a positive demeanor, exemplary customer service skills, and excellent oral and written communication skills, including age/education appropriate communications

Am I Able to Work from Home?

Certificate in medical terminology; highly preferred

Must pass annual competency exams as required

Identifies the patient within the Eskenazi Health network

Management knowledge and skill to oversee and coordinate the delivery of multiple projects simultaneously

Strong customer and quality focus, time management skills; excellent planning and problem-solving skills

Be responsible for the growth of the unit to include staff management, productivity, and efficiency.

Advanced knowledge of Microsoft Office programs including Word, Excel, Access, Visio, Project, and PowerPoint;Very strong administrative, planning, analytic and communication skills

Supervisory experience within a Call Center environment

Outstanding collaboration and leadership skills; Strong strategic problem-solving skills, and a high level of personal initiative

You have a High School Diploma or General Education Development (GED)

You have acquired 1+ years of experience in customer service and/or product support or 2+ years of face-to-face customer service experience.

Read more about our employee benefits.

You will train for 5 weeks, Monday-Friday 9:00am-5:30pm ET with an Educator in a structured environment.

After training you will begin a 12-week ramp-up period and work Tuesday-Saturday 12:00pm-8:30pm ET.

Learn more about our business.

This is a Full-Time Remote Position.

Experienced Inbound Call Center Representative

You need to have your own equipment with two monitors, a webcam, and a headset.

Must reside within the US and must be okay with working Pacific Hrs.

Spanish Speaking is a plus!

Handle inbound and outbound (call-backs) customer calls with professionalism, empathy, and efficiency.

With your vital knowledge, you’ll handle wireless local number portability (WLNP), relocations, combined bill support, after hours inquiries and pre-paid service.

Call center or customer service experience.

Disability Benefits (short term and long term)

Supplemental benefit programs: critical illness/accident hospital indemnity/group legal

Joining our team comes with amazing perks and benefits:

You’ll be an expert at simplifying the explanation of customer bills, rate plans, and features of AT&T’s products and services.

Utilize proven sales techniques to build customer relationships to enhance the customer buying and service experience for small business customers

Disability Benefits (short term and long term)

Supplemental benefit programs: critical illness, accident hospital indemnity/group legal

Operate a computer and have basic keyboarding skills

Joining our team comes with amazing perks and benefits:

Opportunity to consistently meet or exceed sales quotas and service objectives to earn extra cash

Meet quality assurance requirements and other key performance metrics as outlined by the company.

Customer Service and Call Center Experience preferred

Working knowledge of the Microsoft Office

Receive inbound calls, including transfers from sales, from end consumers with order related questions or issues.

Place outbound calls or emails to customers with follow-up information.

Perform basic functions within company system: submitting replacement requests, submitting return requests, submitting cancellation request, processing credit card payments and credits.

5+ years of previous Call Center/Customer Service Management experience

Ensures call volume forecasts and planning requirement are built to manage peak volume periods to ensure delivery of KPIs

Bachelor's degree of Business Administration or equivalent education training and experience

Remote/At-Home (must reside in AZ, FL, IL, MT, PA, SC, NC, TN, TX, VA or AL)

Must have experience managing a team of over 300+ personnel.

Proven working experience with call center systems

Experience leading Call Center Managers and Team Leads within digital health.

Manage and mentor Patient Care Team Managers and Leads in CoE

Lead Patient Care Team, ensuring exceptional patient experiences.

Proven experience managing growth in scale, costs and refining the delivery of Center of Excellence teams.

Proven experience managing large, distributed teams in a fast-paced, complex environment.

Develop scalable infrastructure for patient care delivery, refining operating models, processes, and metrics.

Proven leadership skills with a strong ability to motivate and manage a team.

Minimum of 10 years of experience in managing large teams in a call center environment.

Excellent communication and interpersonal skills.

Strong analytical skills with the ability to interpret complex data.

Experience with [specific software or technology tools].

Detail-oriented with a strategic mindset.

Ensures call volume forecasts and planning requirement are built to manage peak volume periods to ensure delivery of KPIs

Build and maintain related reporting and metrics for Executive team to evaluate performance.

Develop policies/procedures to support the function of the company

Directs the day-to-day operations of the call center ensuring service and quality metrics are at minimum met but preferably exceeded.

Ability to work across diverse personalities and agendas

Ensure that all projects are delivered on-time, within scope and within budget

REQUIREMENTS (EDUCATION, EXPERIENCE, CERTIFICATIONS, AND OTHER SKILLS)

● Leadership & Team management

● Customer Experience / Technology

● Excellent communication skills and expertise in multiple communication platforms.

○ Hold leaders and teams accountable to the Organizational KPIs on a regular basis.

○ Hold and participate in leadership offset events multiple times per year.