Call Center Analyst remote jobs

Who We Are For decades, our mission has been clear: protect and serve working families by ensuring they have reliable access to the benefits they've earned. Partnering with thousands of unions and associations across North America, we're proud to be the only organization of our kind that carries a 100% union label. Families count on us for security and peace of mind-and we deliver with consistency, care, and trust. The Role This isn't just another remote job-it's an opportunity to build a meaningful career. You'll work directly with union members who request information about their benefits, walking them through available options and making sure they feel fully supported at every stage. On a typical day, you'll: Connect with members by phone or video Schedule and lead benefit review appointments Explain coverage options in clear, simple terms Complete paperwork and conduct quality checks Provide follow-up support to maintain lasting relationships Every call and every interaction matters because the programs you explain impact families' financial futures. What You'll Gain Competitive Income - Weekly pay plus bonuses (average ~$55K in year one) Advancement Opportunities - A clear track toward leadership and career growth Flexibility - Create a schedule that fits your life Fully Remote - 100% online with digital tools and support Long-Term Security - Residual income from policy renewals Health Coverage - Comprehensive benefits package available Personal Development - Training, mentorship, and one-on-one coaching Recognition & Rewards - Annual company-paid trips (destinations have included Cancun, Las Vegas, Disney, Puerto Rico, and the Bahamas) What We're Looking For Strong communication skills and a genuine interest in helping others Reliable organizational and time-management abilities High school diploma or equivalent (college education is a plus) Background in customer service, retail, or sales is an asset but not required

MUST RESIDE IN CALIFORNIA!! We are a rapidly growing company that has more clients than we can see. We understand that it is a good problem to have, but we need more qualified people that will help us keep up with our growth. What we do is provide benefits for labor unions, credit unions, and associations. Working with police departments, firefighters, teachers, postal workers and other labor unions as well. We have set up direct relationships with over 20,000 union associations around southern California. What we desire in a candidate: self-motivation, proven leadership abilities, a customer service attitude, integrity, a desire for professional development and growth, a willingness to learn, and exceptional people skills. What we provide is a genuine career opportunity: training and mentorship, growth opportunities, and financial success. The role of benefits coordinator is to simply educate these members who request information about the benefits that are available to them through their union affiliation. Sales involved only if the customer desires to opt in for additional benefits. No cold calling as we only work with union associations directly. Requirements for consideration: -Flexible hours - Fluent in English (Bilingual in any language is a plus but not required) Benefits Health insurance reimbursement for all staff (upon qualification) Life insurance at no cost Agents have an established career path with collectively bargained progressions and vesting of renewal commissions (retirement plan) UNION BENEFITS - Our staff also belong to a union which includes benefits Free college classes for all members Student Debt Reduction Program Scholarship access for members and their children Union provides life insurance (in addition to our company) for all members Roadside assistance for all members Identity Theft Protection for all members

Job Description Customer Service Reps Needed - Work From Home | $12-$15/hr | Set Your Own Hours Ready to take control of your schedule and income from home? Join our fast-growing virtual customer support team! We're hiring Remote Customer Service Reps to handle phone-based support for top-tier clients. This role is ideal for people who want flexible hours, steady pay, and the ability to grow in a remote-first environment. Your Responsibilities: Handle inbound and outbound customer service calls Offer prompt, accurate, and friendly solutions Record data clearly into client systems Provide follow-up as needed for customer satisfaction Meet personal performance targets Requirements What We're Looking For: High school diploma or GED Excellent phone and typing skills Comfortable navigating software and multitasking Dedicated home workspace and stable internet Windows 11 PC with 8 GB RAM (16 GB RAM preferred) ( no Apple or Chromebook) USB headset & wired internet (not needed to apply, but required to start) Benefits Position Highlights: 100% Remote - work from your home office Flexible scheduling options - including part-time and evenings Pay range: $12-$15/hr to start + performance bonuses (where applicable) Opportunities to move up quickly based on performance

The customer service representative will be responsible for answering client inquiries, provide product information, and help the customer by being informative, empathetic, and eager to quickly solve a customer's problem. Must be willing to listen, learn, and resolve any customer inquiry. Customer Service Job Duties and Responsibilities Excellent customer care and focus; ability to assess customers' needs and provide the correct answer, path, troubleshooting, or method for a positive customer experience Answer and manage incoming calls, emails, chats, and/or interactive voice response systems Ability to learn and follow all customer service procedures and policies Strive to meet and go above personal and team target goals Record, organize and file customer interactions and account changes Able to up-sell if needed Able to schedule call back and appoints to resolve customer needs Customer Service Job Requirements and Qualifications Previous experience in customer support, client services, sales, or a related field Excellent at communicating over the phone and other communication platforms Basic computer skills and experience Able to multitask Excellent time management and prioritization skills Ability to listen actively, relay information, and answer questions and/or concerns. Customer-focused for positive customer experience and resolution MUST RESIDE IN CALIFORNIA Benefits Health Insurance (dental and vision included) Excellent retirement plan Tremendous upward mobility into other positions and management Flexible hours Remote Position(s) available (work from home)

CUSTOMER SERVICE REPRESENTATIVE ASSOCIATE Due to our expansive growth, we are seeking Customer Service Associates who are looking for an opportunity to join a dynamic Company with excellent room for growth and the ability to receive performance- based incentives. PURPOSE: Providing technical assistance and support via inbound phone calls to TriZetto Provider Solutions internal/external clients trading partners and vendors who are utilizing TriZetto products under close supervision. In this role, you will answer calls in an efficient, courteous, and accurate manner, while assessing customer needs and offering solutions. Ideal candidates should demonstrate the desire to make the customers experience superior. GENERAL REQUIREMENTS Likes talking on the phone. Likes working in a team with others. Ability to work in fast paced dynamic environment. Open to coaching, adaptable and willing to try new approaches. ESSENTIAL FUNCTIONS: 1. Answering a high volume of inbound technical phone calls. 2. Troubleshooting diagnosing and resolving technical issues with high First Contact Resolution rates (FCR). 3. Following established policies, procedures, processes, and workflows to ensure appropriate resolution of issues of limited scope. 4. Documenting all issues comments and resolutions in appropriate software system applications. QUALIFICATIONS: Education: High school diploma GED Certificate or equivalency. Associates or bachelors degree in Healthcare Management preferred. Experience: Minimum of two years experience in customer service. Understanding of the insurance industry electronic claims medical office knowledge and/or coding/billing preferred. Technical Competencies: - Proficient in computer skills including typing navigating Windows-based platforms and utilizing Microsoft Office applications. - Strong customer service and quality orientation. - Excellent problem solving skills. Behavioral Competencies: - Excellent verbal communication and written documentation skills - Strong customer service skills. - Ability to work in a fast-paced team environment with excellent organizational skills. Benefits Medical/Dental Paid time off plans About paid company-holidays annually (varies slightly year to year) Monday Friday schedule/No weekend hours Phones close at 6:00pm CST/No late hours Incentive plan, potential to earn up to $1000 extra each quarter* Career path within Call Center (for solid performers) Opportunities for growth throughout our organization, once proven successful in Call Center role Hourly Rate and Other Compensation: The hourly rate for this position is between $16.00 - $17.54 per hour, depending on experience and other qualifications of the successful candidate. This position is also eligible for Arsenaults discretionary annual incentive program, based on performance and subject to the terms of Arsenaults applicable plans. Benefits: Arsenault offers the following benefits for this position, subject to applicable eligibility requirements: Medical/Dental/Vision/Life Insurance Paid holidays plus Paid Time Off 401(k) plan and contributions Long-term/Short-term Disability Paid Parental Leave Employee Stock Purchase Plan

Remote Call Center needs 2+ years experience Remote Call Center requires: Salesforce Optifacts Lab systems Provide quality customer service by answering inbound and outbound customer calls and/or emails and chat, prioritizing and responding to customer questions/concerns, entering orders and/or rework orders, answering optical related technical questions Ability to cross train in various areas within the Customer Service group to include inbound and outbound calls, proactive notifications, Prioritize and solve complex customer issues and concerns by troubleshooting and analyzing.

Full-Time | Remote | Eastern Time Zone | High-Volume Call Center PharmaCentra is hiring a Remote Call Center Operations Supervisor to lead a team of agents in a fast-paced, high-volume inbound/outbound call center environment. This is a fully remote role with flexible hours, including occasional evenings, weekends, and holidays. Responsibilities Supervise remote call center agents and ensure productivity, quality, and service goals are met Monitor KPIs: handle time, service level, attendance, and quality Provide real-time coaching and performance management Participate in hiring, training, and performance evaluations Handle escalations and support operational improvements Qualifications 3+ years direct call center supervisory experience, preferably in remote, high-volume environments Proven experience managing inbound and outbound call operations Strong coaching, leadership, and communication skills Advanced computer skills (MS Office) and ability to learn call center systems quickly Quiet home workspace with reliable high-speed internet Schedule Full-time (40 hours/week) Flexible, generally 11:00 AM - 7:00 PM EST Occasional evenings/weekends/holidays as needed Benefits Health, Dental, Vision Paid Time Off & Holidays Company-paid Life & Short/Long-Term Disability 401(k) after 1 year Ready to lead a high-performing remote team? Apply now through our fast, mobile-friendly application. Offer of employment is conditioned upon passing a background check.

Remote Call Center Spanish/English needs 1+ years experience Remote Call Center Spanish/English requires: MS Office States FL, IN, KY and OH Shifts; 12:30-9:00pm, 1:30pm-10:00pm, 2:30-11:00pm and 3:30pm-12:00am Windows 10 and up Call center Customer service Ethernet connection 25 mbps upload and download Headset Own equipment for this role. Home computer, monitor Remote Call Center Spanish/English duties: Document calls Take incoming calls

Job Title: QA Analyst - Call Center (Long-Term Temporary) Employment Type: Long-Term Temporary Compensation: Up to $91,000 annually (BOE) Benefits: Health Insurance | Paid Time Off Job Description: Our client is seeking a Quality Assurance Analyst with a strong background in call center operations. This long-term temporary position features a hybrid schedule, allowing remote work on Mondays and Fridays, and offers a supportive environment focused on continuous improvement and compliance. Key Responsibilities: Monitor and evaluate inbound and outbound calls for quality, compliance, and customer experience standards. Score calls and deliver actionable feedback to agents and supervisors to drive performance improvements. Identify trends, gaps, and opportunities for training and process enhancements. Collaborate with training and operations teams to ensure consistent QA standards. Maintain detailed documentation and reporting related to QA activities and metrics. Ensure compliance with company policies and industry regulations. Qualifications: Proven experience in a call center QA role, specializing in call monitoring and scoring. Strong analytical skills and high attention to detail. Effective written and verbal communication skills. Ability to provide constructive, actionable feedback. Experience in the utilities industry or other regulated industry is a strong plus. Proficiency in QA tools and Microsoft Office Suite. What We Offer: Competitive pay up to $91K annually Hybrid schedule - work remotely on Mondays and Fridays Health insurance and paid time off available Opportunity to contribute to high-quality service delivery in a regulated environment Ready to apply? Send resume to ******************** or apply directly through the ****************

Job Title: QA Analyst - Call Center (Long-Term Temporary) Employment Type: Long-Term Temporary Compensation: Up to $91,000 annually (BOE) Benefits: Health Insurance | Paid Time Off Job Description: Our client is seeking a Quality Assurance Analyst with a strong background in call center operations. This long-term temporary position features a hybrid schedule, allowing remote work on Mondays and Fridays, and offers a supportive environment focused on continuous improvement and compliance. Key Responsibilities: Monitor and evaluate inbound and outbound calls for quality, compliance, and customer experience standards. Score calls and deliver actionable feedback to agents and supervisors to drive performance improvements. Identify trends, gaps, and opportunities for training and process enhancements. Collaborate with training and operations teams to ensure consistent QA standards. Maintain detailed documentation and reporting related to QA activities and metrics. Ensure compliance with company policies and industry regulations. Qualifications: Proven experience in a call center QA role, specializing in call monitoring and scoring. Strong analytical skills and high attention to detail. Effective written and verbal communication skills. Ability to provide constructive, actionable feedback. Experience in the utilities industry or other regulated industry is a strong plus. Proficiency in QA tools and Microsoft Office Suite. What We Offer: Competitive pay up to $91K annually Hybrid schedule - work remotely on Mondays and Fridays Health insurance and paid time off available Opportunity to contribute to high-quality service delivery in a regulated environment Ready to apply? Send resume to ******************** or apply directly through the ****************

Catalight Care Services (CCS) is seeking a compassionate and strategic leader to manage our Clinical Escalation Services team. This team plays a vital role in ensuring families receive timely, high-quality autism services by resolving complaints and grievances with empathy and clinical precision. The Licensed Clinical Manager will oversee a team of Clinical Escalation Specialists, providing operational leadership, clinical oversight, and stakeholder engagement to support CCS's mission of equitable access to care. While this role is remote - you must be Licensed in California: Licensed Mental Health Practitioner with a background in psychology, social work, or a related field with at least 8-10 years of experience. (Mental Health Licensure such as: LMFT, LCSW, PsyD, LPCC); Core Responsibilities & Essential Job Functions Clinical Responsibilities: Provide clinical oversight on high-risk cases and ensure appropriate escalation to senior leadership. Review investigative findings and case reviews submitted by team members, offering feedback and recommendations. Collaborate with Clinical Care Teams to ensure appropriate behavioral health treatment (BHT) services are coordinated. Serve as a liaison between CCS departments, funders, and families to facilitate resolution and maintain collaborative partnership and effective working relationships. Represent the team in funder meetings and case consultations related to escalations. Ensure all communications-internal and external-are professional, empathetic, and aligned with CCS values. Partner with the Quality team to ensure training is provided and adhered to within the department. Partner with the Clinical Directors on recruiting, hiring, and retaining staff. Management Responsibilities: Oversee all complaints, grievances, and reportable events related to the team, ensuring timely and thorough resolution. Monitor team metrics, caseloads, and service quality to ensure compliance with organizational standards and funder requirements. Develop and refine workflows, SOPs, and escalation protocols. Ensure all team members adhere to CCS and FoC policies and procedures. Attend staff meetings, in-services, trainings, and other meetings as requested by management. Lead, mentor, and supervise a team of Clinical Escalation Specialists. Provide direct day-to-day management of team members, ensuring alignment with departmental goals and CCS values. Maintains composure and adaptability under pressure, effectively navigating change and uncertainty while keeping teams focused and engaged. Foster a culture of empathy, accountability, and continuous learning. Promote collaboration, psychological safety, and professional growth. Provide performance feedback and developmental opportunities to team members. Champion diversity, equity, inclusion, and belonging in all team interactions. Track and analyze escalation trends to identify systemic issues and opportunities for improvement. Prepare reports and presentations for leadership on escalation outcomes, team performance, and client satisfaction. Lead special projects and initiatives aimed at enhancing the client experience and clinical service delivery. Attend staff meetings, in-services, trainings, and other meetings as requested by management. Provide performance feedback and developmental opportunities to team members. Qualifications Minimum Education, Experience & Training Equivalent to: Licensed Mental Health Practitioner with a background in psychology, social work, or a related field with at least 8-10 years of experience. (Mental Health Licensure such as: LMFT, LCSW, PsyD, LPCC) (Must be licensed in CA) Minimum of 5 years experience leading and managing a team within the healthcare sector Qualified to provide clinical supervision toward clinical licensure, per California state guidelines outlined by the Board of Behavioral Sciences Strong organizational skills with the ability to manage multiple schedules and strategically plan coverage. Excellent interpersonal and communication skills, with the ability to work directly with clients and provide empathetic support. Knowledge & Skills: Sensitivity to working with an ethnically, linguistically, culturally, and economically diverse population. A commitment to the values of the organization while demonstrating good judgment, flexibility, patience and discretion when dealing with confidential and sensitive matters. Proven leadership skills and experience in building and maintaining high-performing teams. Capacity for assessing and addressing risk and escalating high risk clinical concerns to supervisor. Proficient in Microsoft Office (Outlook, Word, Excel, etc.), especially Excel and related computer software. Consistently demonstrate good judgment and decision-making skills while maintaining the highest level of confidentiality. Work in an exciting, fast paced high energy environment while effectively multitasking and managing day-to-day responsibilities without supervision. Personable; able to work comfortably with individuals at all levels within the organization. Must be highly detail oriented. Strong organizational skills with the ability to manage multiple schedules and strategically plan coverage. Excellent interpersonal and verbal and written communication skills, with the ability to work directly with clients and provide empathetic support. Capacity to make informed decisions quickly and maintain calm under pressure. Physical Requirements: Must be able to communicate effectively within the work environment, read and write using the primary language within the workplace. Visual and auditory ability to work with clients, staff and others in the workplace continuously. Frequent speaking and listening (25-75%) to clients, staff, and others in the workplace. Utilize computer and cell phone for effective communication. Conditions of Employment Ability to obtain and maintain criminal record clearance through the Department of Justice (DOJ). The People & Performance Department must analyze DOJ/FBI live scan reports in accordance with applicable Federal, State, and Local laws, as well as fitness for the position. Ability to obtain and maintain clearance through the Office of Inspector General. Ability to obtain and maintain a National Provider Identifier (NPI). Must work California standard business hours. Must attend any required training. Time Type: Full time Compensation:$145,000 - $170,000 Annually The statements contained in this job description reflect general details as necessary to describe the principal functions of this job. It should not be considered an all-inclusive listing of work requirements. Individuals may perform other duties as assigned, including work in other functional areas as deemed fit for the organization. Catalight is an equal opportunity employer.

) Empowering Digital Transformation through Social Media & IT Services With over 20 years of experience in managing customer services across inbound and outbound segments, specifically in the Telecom and international sectors, I lead a dynamic company focused on providing innovative Social Media and IT solutions. Our goal is to help businesses thrive in the digital era by leveraging cutting-edge technologies and tailored strategies. Call Center Caller Job Description We are seeking an experienced and resourceful client services coordinator to oversee the day-to-day relations with our clients. The client services coordinator will be responsible for collecting information on how to best serve clients. You will report directly to senior management and work closely with different role players, e.g. teams within the organization, vendors, and customers. To be successful in this role, you must have superb organizational and communication skills. Your work will be accurate and you will be polite and professional. Call Center Caller Responsibilities: Provide assistance to clients in person, on email, or telephonically. Schedule meetings or telephone conferences between clients and management. Book meeting rooms or venues. Coordinate the production of client-facing marketing materials. Compile and maintain records on client accounts. Screen feedback and requests form clients and liaise with relevant departments within the organization to provide solutions. Escalate complaints to relevant departments. Liaise with in-house teams to adjust service offerings and assess related costs. Build and maintain close relationships with clients. Call Center Caller Requirements: A bachelors degree is preferred. Computer skills must be proficient with Microsoft Office, Adobe, and project management software, e.g. Trello. Prior administrative or client services experience within a corporate organization may be strongly desired. A professional and friendly demeanor. Have a keen eye for detail. Excellent verbal and written communication skills.

Provides telephonic nutrition services to patients utilizing standardized guidelines. This position interacts with clinical caregivers, patients, and patient's family members to explain the meal process and modify meal selections according to provider orders. Please note that a video interview through Microsoft Teams will be required as well as potential onsite interviews and meetings. **Work Schedule** + **PRN, on call or as needed** + **Remote Position, must be a Utah Resident** + **Shift Assignments:** coverage for time off requests & leave requests in the morning, afternoon & evening + **Hours of Operation:** Sunday-Saturday 0630 - 1930 + **Required:** Rotating holidays and weekends + **Benefits Eligible: No** **Essential Functions** + Takes patient meal selections and modifies them using system standards to meet provider orders. + Checks trays for accuracy during meal assembly. + Communicates clearly to both clinical and culinary caregivers. + Collects and inputs nutrition screening information + May complete calorie count and nutrition analysis as dictated by facility + Utilizes a computer to run reports and take orders. + Follows standardized practices relating to Nutrition Services (e.g. dining experience, meal delivery and maintaining required stock levels) + Performs accurate credit transactions according to system standards and independently resolves basic customer service issues. **Skills** + Nutrition + Diet Management + Computer Literacy + Interpersonal Communication + Active Listening + Coordinating tasks with others + Patient Interactions + Attention to detail **Qualifications** + Virtual Screening through Microsoft Teams before application submitted to Hiring Manager + **Residential Home address and work from home address must be within the state of Utah** + **Immediate access to dedicated, hardwire internet:** 15MBPS per second for download speed, 3MBPS per second for upload speed (no sharing of services) + Experience in Food Service, Nutrition Services, or healthcare call center (preferred) + Demonstrated ability to work with modified diets (preferred) + Demonstrated ability to provide exceptional customer service (preferred) **Physical Requirements:** + Ongoing need for employee to see and read information, labels, monitors, identify equipment and supplies, and be able to assess customer needs. + Frequent interactions with customers that require employee to communicate as well as understand spoken information, alarms, needs, and issues quickly and accurately. + Manual dexterity of hands and fingers to manipulate complex and delicate equipment with precision and accuracy. This includes frequent computer, phone, and cable set-up and use. + Expected to lift and utilize full range of movement to transport, pull, and push equipment. Will also work on hands and knees and bend to set-up, troubleshoot, lift, and carry supplies and equipment. Typically includes items of varying weights, up to and including heavy items. + Remain standing for long periods of time to perform work. + Tolerate extremes in temperature such as performing work at a grill or in a refrigerator and tolerate exposure to cleaning chemicals. **Location:** Vine Street Office Building **Work City:** Murray **Work State:** Utah **Scheduled Weekly Hours:** 0 The hourly range for this position is listed below. Actual hourly rate dependent upon experience. $18.22 - $23.68 We care about your well-being - mind, body, and spirit - which is why we provide our caregivers a generous benefits package that covers a wide range of programs to foster a sustainable culture of wellness that encompasses living healthy, happy, secure, connected, and engaged. Learn more about our comprehensive benefits package here (***************************************************** . Intermountain Health is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability or protected veteran status. At Intermountain Health, we use the artificial intelligence ("AI") platform, HiredScore to improve your job application experience. HiredScore helps match your skills and experiences to the best jobs for you. While HiredScore assists in reviewing applications, all final decisions are made by Intermountain personnel to ensure fairness. We protect your privacy and follow strict data protection rules. Your information is safe and used only for recruitment. Thank you for considering a career with us and experiencing our AI-enhanced recruitment process. All positions subject to close without notice.

The Call Center Supervisor is responsible for ensuring the team delivers service that meets or exceeds agreed client goals, while fostering a culture that strives for operational and compliance excellence. As a member of the Business Unit Management Team, the Call Center Supervisor is also accountable for deliveriasng the service in a fiscally responsible manner This is your opportunity to join us and represent a top biotechnology company.Whats in it for you? Competitive compensation Excellent Benefits accrued time off, medical, dental, vision, 401k, disability & life insurance, employee discounts/promotions Generous performance-driven Incentive Compensation package Competitive environment with company wide recognition, contests and coveted awards Exceptional company culture Recognized as a Top Workplace USA 2021 What will you be doing? Supervise call center staff, including active performance management Provide day-to-day supervision of the medical information specialists/customer service representatives. Assign individuals to work schedules designed to meet client business needs; ensure staff adherence to assigned work schedules. Implement and communicate performance standards o Coach team members for success and support individual development of direct reports Conduct performance evaluations for designated staff members Conduct new hire interviewing and training Address performance issues, including disciplinary actions and terminations in a timely manner and according to our policies. Monitor staffing levels Coordinate and deliver program trainings as required by program Create and implement initiatives designed to encourage teamwork and increase employee engagement. Supervise call floor operations Delivers service that meets or exceeds client expectations Maintains all service levels Ensure that all client needs are met with a high degree of quality and compliance to applicable Policies and Standard Operating Procedures Manage call center operations in a fiscally responsible manner Strategize and collaborate with internal teams to foster a culture and service of continuous quality improvement, offering creative solutions to client Monitor inbound/outbound customer service calls to ensure script adherence, call integrity, adverse events compliance, HIPAA compliance and proper phone technique. Develop a contingency plan to maintain adequate coverage levels, in the event of staff shortages. This will include serving as backup, handling inbound/outbound calls, when needed. Analyze daily, weekly and monthly call metric and productivity reports, ; share analysis with Business Unit Leadership Team and offer recommendations based on analysis. Oversee the handling of alternate channel requests as appropriate, including email, voice mail and white mail, and ensuring the timely completion of all. As needed, assist with the implementation of program modifications and the scheduling of special call programs. Assist Client Account Manager in the development and implementation of new client programs. Assist in the development of quality improvement programs as a means to increase productivity and improve service levels. Develop contact center policies and procedures. Must safeguard patient privacy and confidentiality by following the guidelines set forth in the Privacy and Security Rules of the Health Insurance Portability and Accountability Act (HIPAA). What do you need for this position? Associates degree Or equivalent work related experience 1-2 years previous supervisory experience preferably within a Call Center, in a Team Lead or Supervisor role; or equivalent experience. Understanding of call management systems such as CentreVu Supervisor. Adept at all applicable computer software, i.e., Word, Excel, Power Point and Outlook. Outstanding customer service, communication, and interpersonal skills. Must possess the ability to train and motivate staff members.

Job Code **3684** \# of Openings **1** Apply Now (**************************************************** Requisition?org=GATEWAYVENT&cws=55&rid=3684) Ocean Bay, a subsidiary of Three Saints Bay, LLC, and a Federal Government Contractor industry leader, is seeking a 911 / Emergency Call Center Manager. **Position Responsibilities:** + Ensure that proper training be provided pursuant to the requirements of the Call Center operations as outlined in the contract and certified training programs. + Review, as part of the process, all training requests (on or off site) based on needs for effective Call Center operations to include travel costs, accommodations, training fees, and any other related contractual costs. + Develop, execute, and track training opportunities as needed for contract employees. + Oversee and manage all aspects of employee conduct within the Call Center operations to include: + Performance Reviews. + Position Changes - (transfers, demotions, promotions). + Disciplinary and Performance Action Reviews - (Written and Verbal Warnings, Corrective Action Notices (CAN), Suspensions and/or Terminations). + Manage the hiring processes and procedures for all new employees. + Generate monthly progress reports and provide a status on all associated performance measures as required by contract. + Review of Corporate expenditure and billing documents and reconcile with billable time and attendance of personnel. + Review and approve reports for personnel time and attendance. + Oversee and manage the Dispatcher Shift Bid process and develop related rules associated with an effective method. + Provide Federal Management operational effectiveness reports for special operations throughout the contract option year (examples of, but not limited to: (Holiday Event staffing, Operation Blue Surge - Staffing and Statistics, Large Sporting Events, Civil Disobedience (protests/riots/rally's), Political Gatherings (DNC/RNC/Debates/Presidential Visits). + Optimize dispatch program performance through recommendations and procedures that may increase the efficiency of operations. + Recommend equipment needs and replacement. + Radio and phone reports. + Electronic file review for all dispatch personnel - quality assurance program. + Radio/Phone and Alarm reviews (daily) + Assist in ensuring staff is attaining the required goals for dispatch operations. + Attend supervisory strategy and performance meetings regarding all areas of Call Center operations. + Create and oversee the Performance Management Plan for all contract employees within the Call Center. + Review, approve and/or amend Performance Reviews for all Contract Employees. + Review and approve training processes, personnel scheduling and attendance, and training requests. + Address all SOP issues to include, but not limited to, training and testing topics. + Review and approve all new SOP's containing Call Center procedures and policies. + Oversee the collecting of statistics for the Call Center as required. + Conduct special projects to include: + Notification projects + NCIC issues + Hit confirmations. + Validations, and proper use reviews + Maintain 24-hour day connectivity, either personally or through a designee, with the Call Center to provide direction and/or insight on ongoing issues and/or emergencies. + Act as liaison between contract and Federal staff for all activities of contract personnel, as needed or directed by corporate or Federal staff. + Review and approve all disciplinary actions and make recommendations to corporate. + Maintain a working knowledge of the HVAC/CRAC unit systems used throughout the Call Center, for example, to include but not limited to, where the circuit breakers for the systems are located, and the service contractor's point of contact information. **Position Requirements:** + High School diploma or GED + Any equivalent combination of education and experience that provides the applicant with the knowledge, skills and ability required to successfully perform the job. A typical way to obtain the knowledge and abilities would be: + At least 5-10 years of progressively responsible communications dispatching/supervisory experience in a comparable public safety dispatching center. Experience or other qualifications that demonstrate strong decision-making skills, excellent interpersonal communication and conflict resolution skills, and ability to successfully supervise, motivate, correct, train and evaluate assigned staff. + Knowledge of a 24-hour emergency communication center including familiarity with public safety functions and concerns and of the public safety communication's environment, demands, requirements and related laws, regulations, and systems. + Knowledge of principles and processes for providing customer services. This includes meeting established quality standards. + Industry Standard recognized cortication's relating to 911/Call Center Operator and/or Supervisor training. + Demonstrated ability to supervise a staff of 30-50 employees. This position is located in Denver, CO. **Hiring Range:** $75,000- $85,000. VEVRAA Federal Contractor Three Saints Bay, LLC and its subsidiaries offer a team-oriented working environment and the opportunity to work with exceptional, dedicated industry professionals. We offer our employees a comprehensive benefits package and the opportunity to take part in exciting projects with government and commercial clients, both domestic and international. We are an Equal Opportunity Employer. We invite resumes from all interested parties without regard to race, color, sex, sexual preference, religion, creed, national origin, age, genetic information, marital or veteran status, disability, or any other category protected by federal, state, or local law.

We seek a 100% remote Call Center Manager with experience running and managing an inbound/outbound phone room of 5-10 people.

Call Center Manager/Director Reports to: VP of Customer Success We are seeking an experienced and dynamic Call Center Manager/Director to oversee the daily operations of our 24/7 remote call center. This leader will manage all aspects of the call center, ensuring agents meet performance standards, optimizing billable capacity, improving answer times, and driving key metrics. The ideal candidate will have at least 3 years of experience running a call center independently and will be capable of handling operational, customer-facing, and de-escalation responsibilities. This position requires expertise in data analysis, scheduling, budgeting, churn mitigation, and meeting industry standards. Bilingual candidates are a plus. Key Responsibilities: Operational Leadership: Oversee the 24/7 remote call center, maintaining service levels, agent performance, and customer satisfaction. Develop processes to meet industry standards for metrics such as handle time, first call resolution, and answer speed. Represent the company in customer meetings and calls, providing professional and timely responses. Data Analysis & Performance Optimization: Analyze and leverage data to improve key metrics, such as answer times, abandoned call rates, and billable minutes. Develop and track KPIs, implementing actionable steps to meet goals. Team Management & Development: Recruit, train, and manage remote agents, ensuring adherence to performance and company standards. Provide ongoing coaching and development to foster a culture of dependability and accountability. Scheduling & Workforce Management: Create and manage schedules for remote agents, ensuring adequate staffing 24/7. Use workforce management tools (e.g., Erlang) to predict call volume and adjust schedules as needed. Budget & Financial Management: Manage the call center budget, including payroll and resource allocation. Monitor financial metrics to maintain profitability and reduce costs. Customer Engagement & Retention: Engage directly with customers to resolve escalations, using proven de-escalation strategies. Develop and implement churn mitigation and retention strategies to maintain customer relationships. Participate in customer meetings as needed, representing the company professionally. Compliance & Quality Control: Ensure compliance with regulations and company policies. Implement and monitor quality assurance processes. Reporting & Communication: Report regularly to senior management on key metrics, budgets, and challenges. Collaborate with other departments to align business objectives. Process Improvement: Lead initiatives for continuous improvement, driving process changes that enhance service quality and agent productivity. Key Qualifications: Experience: 3+ years in a Call Center Manager/Director role, particularly in a 24/7 environment. Proven experience running a call center independently from startup or high-growth environments. Demonstrated success in meeting performance metrics in areas such as answer times and billable capacity. Experience in churn mitigation and customer retention strategies. Skills: Expertise in scheduling and workforce management in a 24/7 operation. Strong data analysis skills for optimizing performance. Experience with budget and payroll management. Proven experience in de-escalation strategies and managing customer relationships. Ability to manage remote teams and enforce accountability. Excellent written and verbal communication skills, customer-facing professionalism required. Bilingual (preferred). Technical Skills: Proficiency in call center software (e.g., 8x8, LawRuler) and workforce management tools (e.g., Erlang). Advanced Excel skills and familiarity with data analytics platforms. Experience with CRM systems and quality assurance platforms. Tech Requirements: Reliable high-speed internet with a backup for connection drops. A computer with a minimum of 16GB RAM and 512 GB storage (no Chromebooks). A quiet workspace free from distractions. USB-plugged headset (no Bluetooth or AirPods), mouse, and dual screens. Active and up-to-date malware/anti-virus software. Additional Information: Must reside in the United States and be eligible to work in the US. Contingent on a clear background check. Compensation: Base salary plus performance-based bonus. Schedule: M-F with availability on weekends as needed. Flexibility in schedules is mandatory. Customer-facing role with professional communication required for customer meetings and escalations.

The Call Center Manager oversees the daily operations of the call center to ensure exceptional service delivery, efficient workflow, and team productivity. This role is responsible for leading and motivating customer service representatives, optimizing performance metrics (KPIs), implementing process improvements, and ensuring compliance with company policies, quality standards, and applicable regulations. Responsibilities Supervise daily call center operations, including inbound and outbound customer interactions across multiple communication channels (phone, email, chat, etc.). Develop, monitor, and report on key performance indicators (KPIs) such as call volume, service levels, average handle time, customer satisfaction, and first-call resolution. Recruit, train, coach, and evaluate call center staff to ensure professional growth and consistent service delivery. Implement performance management plans, including feedback sessions, recognition programs, and corrective action when necessary. Analyze call center data and prepare regular operational and performance reports for senior management. Collaborate with IT, HR, and other departments to improve systems, processes, and customer experience. Ensure compliance with privacy, data protection, and industry regulations (e.g., HIPAA, TCPA, or other applicable standards). Manage call center budget, including staffing, technology, and operational costs. Develop and maintain standard operating procedures (SOPs) and ensure staff adherence to all policies. Drive continuous improvement initiatives through automation, workflow optimization, and training enhancements. Actively supports and complies with all components of the compliance program, including, but not limited to, completion of training and reporting of suspected violations of law and Company policy. Maintains confidentiality of all information; abides with HIPAA and PHI guidelines at all times. To work remotely, it is expected you will have a reliable, nonpublic high-speed internet connection with sufficient bandwidth to participate in all work-related activities. Any interruptions in service should be immediately reported to your manager. Reacts positively to change and performs other duties as assigned. Qualifications Bachelor's degree in Business Administration, Management, Communications, or a related field (or equivalent experience). 5+ years of experience in a call center or customer service leadership role, with at least 2 years in management. Proven track record of achieving performance goals in a fast-paced service environment. Strong leadership, coaching, and interpersonal skills. Excellent analytical and problem-solving abilities. Proficiency in call center software, CRM platforms, and Microsoft Office Suite. Exceptional communication skills-both written and verbal. Ability to manage multiple priorities, deadlines, and initiatives simultaneously. Excellent interpersonal, oral, and written communication skills. Must be detail oriented and self-motivated. Excellent customer service skills. Anticipate needs in a proactive manner to increase satisfaction. The Company reserves the right to modify any bonus/commission structure prospectively at any time for any reason. A bonus/commission is not considered earned until it is paid, and the employee remains with the Company at the time of payment Take ownership of job responsibilities by initiating prompt and appropriate follow up and/or action to problems. Preferred Skills: Experience with workforce management tools and call routing systems. Familiarity with regulatory environments (e.g., healthcare, insurance, or financial services). Bilingual abilities a plus.

Virtual branch managers at Firefighters First Credit Union (FFCU) are responsible for leading the call center to ensure members consistently receive a high level of service through a variety of channels. As a leader, the virtual branch manager sets the call center objectives, delivers services, and manages for results. Virtual branch managers are responsible for ensuring call center teams are staffed to provide members with adequate coverage, have the necessary training and resources to successfully perform their work, ensure member identification is correct to prevent fraud, and that they provide exceptional service to members. Further, managers utilize call center data to continually improve operations and the member experience, as well as forecast and plan. Finally, virtual branch managers regularly interact with members to build relationships and assist with resolving issues. Typical responsibilities: Manage call center operations. Train, coach, supervise, and performance manage call center employees. Build member relationships by assisting members with obtaining, interpreting, and utilizing financial information to plan for and achieve goals. Analyze call center data and make recommendations to improve operations, member experience, as well as forecast and plan. Work with leaders and team members in other departments to coordinate member services, responses, research, resolutions, or other carry out other efforts. Participate in special projects and perform other assignments as needed. Travel may be required up to 10% of the time or as needed to attend meetings, conferences, training, or other work-related events. As needed, work remotely, be on-call, and work weekends and evenings. Basic Qualifications: Bachelor's degree in Business, Finance, Accounting, Economics, or a related field or an equivalent combination of education and experience. Experience as a call center representative and/or a combination of experience working as a call center representative, and supervising call center representatives. Experience supervising employees. Preferred Qualifications: Bachelor's degree in Business, Finance, Accounting, Economics, or a related field. Experience supervising employees in a financial institution call center environment. Experience as an e-service representative or supervising e-service representatives, supporting customers through virtual technology such as videoconferencing, web-chat, or related capabilities. Demonstrates knowledge of and experience with software and hardware terminology and troubleshooting techniques. Demonstrates knowledge of and experience with the loan application process and standard or typical internal operating policies and procedures. Demonstrates the ability to lead and supervise team members to achieve results. Demonstrates knowledge of the application of federal and state consumer lending regulations (e.g., Regulation Z, The Fair Credit Reporting Act, Soldiers and Sailors Act, etc.) and compliance requirements such as Bank Secrecy Act, Office of Foreign Asset Control, and Customer ID Program policies and guidelines to appropriately document and track all transactions. Demonstrates knowledge of business, personal, and insurance products and services. Demonstrates knowledge of current industry offers, market trends, competitors, and Credit Union lending and member service policies and procedures. Demonstrates the ability to interpret and apply financial information (e.g., credit scores, debt, assets, balances, payments, interest rates, etc.) and perform math functions (e.g., addition, subtraction, multiplication, division, percentages, ratios, etc.). Demonstrates the ability to consult, provide member services, and achieve relationship sales objectives by anticipating and understanding member's needs and recommending products that will benefit them. Demonstrates analytical thinking, problem solving, decision making, and judgment by gathering and applying relevant data to research and resolve issues. Demonstrates the ability to prioritize and organize work, handle multiple tasks, and meet deadlines in a fast paced, high-volume environment. Proficient in speaking and writing the English language using correct structure, vocabulary, and organization. Demonstrates ability to communicate effectively in person, by phone, or by using electronic and virtual forms of communication. Demonstrates experience performing basic office functions such as answering phones, copying papers, assembling reports, and sending and receiving correspondence. Demonstrates the ability to use office software to create written documents (e.g., MS Word and PowerPoint) and prepare spreadsheets (e.g., MS Excel), as well as database applications to enter, maintain, and report data. Demonstrates experience and behavior consistent with FFCU's core values of competence, integrity, excellence, curiosity, positivity, and humility.