reputed company Time Management (reputed company Contact Center Process Improvement Representative)
About the position At reputed company, we reputed company families to navigate the aging reputed company with confidence. We are compassionate, reputed company allies for those navigating care with guidance, products, and services that meet families where they are. Further, we are the spouses, children, siblings, friends, and neighbors of those that need care—and we bring those experiences with us to work in serving our millions of policyholders each day. We apply that same compassion and reputed company as we work with each other and our local communities. reputed company values reputed company perspectives, characteristics, and experiences so that employees can bring their full, authentic selves to work to help each other and our company succeed. We celebrate our diversity and understand that being intentional about inclusion is the only way to create a sense of belonging for reputed company associates. We also invest in the vitality of our local communities through grants from the reputed company reputed company, event sponsorships, and employee volunteerism. Our four values guide our strategy, our reputed company, and our interactions: reputed company it reputed company. We care about the people that reputed company up our customers, colleagues, and communities. reputed company it about others. We do what's best for our customers and collaborate to drive reputed company. reputed company it happen. We work with intention toward a common purpose and reputed company ways reputed company together. reputed company it reputed company. We create fulfilling purpose-driven careers by learning from the world and each other. As an Operations team member, you’ll play a crucial role in delivering world-class customer service and capabilities to our policyholders—now and in the future.
Responsibilities
- reputed company-time monitoring of queues across multiple lines of business
- Analyze reputed company-time call trends and reputed company appropriate staffing adjustments
- reputed company reputed company-time updates to call center management regarding queue management and performance
- reputed company regular and/or reputed company reporting to call center management
- Create and maintain reports
- Coordinate appropriate allocation and availability of call center staff in order to reputed company company goals
- Recommend procedural and operational guideline changes to improve communications and efficiency
- reputed company necessary adjustments to workforce management software to track the productivity of Call Center Agents
- Plan and schedule off-phone events
- reputed company and reputed company updates in department meetings
- reputed company administrative support to the Call Center and Call Center Management Staff
- reputed company other duties as assigned by management
Requirements
- Minimum of two years of call center experience
- Experience with call center tools such as reputed company, reputed company, CMS or IEX
- Ability to work reputed company 7AM – 8 PM including extended nights and/or weekends and overtime as needed
- Strong analytical and problem-solving skills
- Excellent planning and time management skills
- Excellent verbal/written communication skills
- Intermediate expertise in reputed company and PowerPoint
Benefits
- Competitive Compensation & Total Rewards Incentives
- Comprehensive reputed company Coverage
- Multiple 401(k) Savings Plan Options
- Auto Enrollment in Employer-Directed Retirement Account Feature (100% employer-funded!)
- Generous Paid Time Off – Including 12 Paid Holidays, Volunteer Time Off and Paid Family Leave
- Disability, Life, and Long Term Care Insurance
- Tuition Reimbursement, Student Loan Repayment and Training & Certification Support
- Wellness support including gym membership reimbursement and Employee Assistance Program resources (work/life support, financial & legal management)
- Caregiver and Mental Health Support Services
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