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View salary and benefits informationThe Nurse Call Center Director develops performance goals and metrics and sets quality standards for care delivery. Provides overall leadership and defines a nurse triage call center's policies, procedures, and service models. Being a Nurse Call Center Director maintains optimum levels of nursing staff with recruitment, selection and training programs. Evaluates operations with call data analysis to identify trends, measure productivity and develop responsive staffing solutions. In addition, Nurse Call Center Director establishes standards for competencies, assessments, licensure, certificatio more...
The Call Center Operations Director analyzes operations and develops key performance criteria and standards to monitor and manage agents' performance. Directs all aspects of an organization's contact center policies, objectives, operations, and initiatives. Being a Call Center Operations Director researches state-of-the-art operations and technology used by contact centers to identify and adopt models and tools to enhance the customer experience and drive efficiency improvements. Establishes operational targets, best practices, and training programs that support service, quality, and efficienc more...
The Call Center Operations Manager analyzes processes and develops key performance criteria and standards to monitor and manage agents' performance. Oversees and manages an organization's contact center daily operations and implements policies, objectives, and initiatives. Being a Call Center Operations Manager researches state-of-the-art operations and technology used by contact centers to identify and adopt models and tools to enhance the customer experience and drive efficiency improvements. Establishes operational targets, best practices, and training programs that support service, quality more...
The Call Center Traffic and Scheduling Manager oversees the configuration of the Automatic Call Distribution (ACD) system to automatically distribute calls uniformly among representatives. Manages a team that is responsible for analyzing contact center patterns, including volumes, trends, attrition rates, and contact center representative productivities. Being a Call Center Traffic and Scheduling Manager ensures customer satisfaction by overseeing the call volume and redirecting inbound traffic as needed. Monitors the productivity of customer service representatives. In addition, Call Center T more...
The Call Center Operations Senior Manager analyzes processes and develops key performance criteria and standards to monitor and manage agents' performance. Oversees and manages an organization's contact center operations and implements policies, objectives, and initiatives. Being a Call Center Operations Senior Manager researches state-of-the-art operations and technology used by contact centers to identify and adopt models and tools to enhance the customer experience and drive efficiency improvements. Establishes operational targets, best practices, and training programs that support service, more...
Directs all aspects of an organization's contact center policies, objectives, operations, and initiatives. Analyzes operations and develops key performance criteria and standards to monitor and manage agents' performance. Establishes operational targets, best practices, and training programs that support service, quality, and efficiency standards. Researches state-of-the-art operations and technology used by contact centers to identify and adopt models and tools to enhance the customer experience and drive efficiency improvements. Develops collaborative partnerships with stakeholders to mainta more...
Responsible for the administration of the dialing system that controls the flow of inbound/outbound calls to customers. Designs and configures contact center solutions, manages system integrations, and provides technical support to staff. Collaborates with other departments to define call flows that improve customer experience and operational efficiency. Monitors and analyzes call center data to identify trends, diagnose problems, and optimize performance. Troubleshoots and resolves technical issues related to dialing systems, system integrations, network connectivity, and hardware problems. M more...
The Call Center Scheduler I assists in analyzing contact center patterns, including volumes, trends, attrition rates, and contact center representative productivities. Responsible for monitoring the contact center workload and scheduling function. Being a Call Center Scheduler I assists in maintaining and adjusting staffing schedule assignments to maintain contact center key performance indicators. Utilizes the analysis results to forecast contact center workload and builds scheduling plans to meet business objectives. In addition, Call Center Scheduler I may require a bachelor's degree. Typic more...
The Call Center Scheduler II analyzes contact center patterns, including volumes, trends, attrition rates, and contact center representative productivities. Responsible for monitoring the contact center workload and scheduling function. Being a Call Center Scheduler II maintains and adjusts staffing schedule assignments to maintain contact center key performance indicators. Utilizes the analysis results to forecast contact center workload and builds scheduling plans to meet business objectives. In addition, Call Center Scheduler II may require a bachelor's degree. Typically reports to a manage more...
The Call Center Scheduler III analyzes contact center patterns, including volumes, trends, attrition rates, and contact center representative productivities. Responsible for monitoring the contact center workload and scheduling function. Being a Call Center Scheduler III maintains and adjusts staffing schedule assignments to maintain contact center key performance indicators. Utilizes the analysis results to forecast contact center workload and builds scheduling plans to meet business objectives. In addition, Call Center Scheduler III may require a bachelor's degree. Typically reports to a man more...
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