Call center director job description

CONTINUE TO CONTRIBUTE EXCELLENT PERFORMANCE TO YOUR TEAM; YOU COULD BE ELIGIBLE FOR A RETENTION BONUS! UP TO $1,200 ! ASK YOUR MANAGER FOR DETAILS…

Job Summary : Primarily responsible for maintaining effective customer service for all internal and external customers by using excellent, in-depth knowledge of company products and programs as well as team members within the Customer Service and Product Support departments. Key performance indicators include speed of answer, number of calls abandoned, quantity of warranty replacements sent out, claim processing time and others.

Essential Job Duties :

· Develops and implements procedures pertinent to the effective and efficient operation of the Customer Service and Product Support Departments

· Monitors programs and procedures to ensure KPI goals are met and reported.

· Maintain in depth working knowledge of LKQ’s Customers Service and Product Support processes

· Sets, measures, and reports on performance standards to meet service goals of LKQ.

· Coaches the Customer Service and Product Support teams in order to achieve high performance.

· Structures the training agenda for department members

· Creates clear performance objectives and uses representatives’ performance to make employment decisions

· Provides feedback to the company regarding service failures or customers concerns.

· Provides feedback to Operations team to ensure all customers have accurate and timely information on order status and/or changes

· Works with Product Support team members to stay current on technical knowledge on products.

· Initiate and support the continual improvement of LKQ’s quality improvement system

· Assists Product Support representatives in troubleshooting claims that require special handing.

· Responds to customer inquiries and problem solving in a professional and effective fashion

· Assume other duties as assigned.

Education & Experience :

· 4 Year degree and 5+ years in Customer Service Management positions

Knowledge/Skills/Abilities :

· Leadership: a demonstrated ability to lead people and get results through others

· Planning: an ability to think ahead and plan over a 3–9-month span

· Management: the ability to organize and manage multiple priorities

· Customer service systems development and deployment

· Problem analysis and problem resolution at a functional level

· Employee training and development

· Strong customer orientation

· Excellent interpersonal and communication skills

· High performance teams and a strong team player

· Commitment to company values.

· Computer proficiency

· Negotiation skills

Essential Physical Demands/Work Environment :

· Work is primarily sedentary: must be able to sit for extended periods of time and use a computer

· The employee must occasionally lift and /or move up to 50 pounds

Company DescriptionLKQ is an Equal Opportunity Employer and offers a drug free work environment. Employment with LKQ is contingent upon the successful completion of a criminal background check* and may be contingent upon the successful completion of a pre-employment drug screening.

*The existence of criminal conviction(s) does not constitute an automatic bar to employment.

Duration: 12 Months Contract

Job Description

· Responds to basic, multiple customer inquiries and requests.Essential Job Functions Answers telephones and responds to basic customer questions and/or forwards call to appropriate personnel.

· Records call on account history record with results of the inquiry; initiates required confirmation without direct supervision.

· Researches customer inquiries and responds to appropriate parties in a timely manner. Processes customer requests by sending faxes, returning telephone messages, sending mail documents, or using other related communication.

· Processes calls in a manner that ensures service level agreements (SLAs) are met or exceeded. Records calls, processes requests and updates account history with results of inquiry to include proper documentation.

· Processes and distributes incoming and outgoing mail for multiple clients in accordance with established service level agreements.

· Performs data entry and matches documents to appropriate accounts to ensure up to date and accurate information.

· Interfaces with team members, management, and customers in reference to customer service issues.

· Reviews client reports on a weekly basis to ensure data integrity; prepares and submits report to management.

· Reviews and recommends modifications to procedures and workflow as necessary to ensure efficient and effective processing of transactions.

· Basic Qualifications High school diploma or G.E.D. Two or more years of customer service or other telephone experience Experience working with organizational functions and personnel Experience working with fax machines, computer software, and telephone technology Experience working with and skilled in the use of help desk software Other Qualifications Business and analytical problem solving skills Communication skills Ability to work independently Ability to follow oral and written directions Work Environment Office environment May require shift wor

Company DescriptionBC Forward began as an IT business solutions and staffing firm. Founded in 1998, BCforward has grown with our customers’ needs into a full-service personnel solutions organization. Headquartered in Indianapolis, Indiana, BCforward also operates numerous delivery centers across North America and India. We are currently the largest consulting firm and largest MBE certified firm in Indiana. Our uninterrupted growth has allowed BCforward to deliver uniquely configured IT staffing and project solutions for over years of catering to our customers’ specific needs. BCforward currently maintains a team of over 5000 global resources. With our additional brand, Stafforward, together we have the capabilities to deliver services for a variety of industries in both public and private sectors which allows us to address your most challenging needs.
www.BCforward.com

Royal Ambulance is seeking an innovative and entrepreneurial EMS Communications Center Director to lead our evolving and fast-growing Communications Center. As a strategic leader for this department, the Director will partner with our executive leadership and allow Royal to continuously optimize and improve our partnerships, serve our customers with the best experience, and develop new and innovative service lines.

To succeed in this role, you must have proven experience in building teams and innovating through continued business growth and out-of-the-box approaches. As a critical touchpoint of many of our partners and patients, your attention to detail will be key to ensuring that all of our partners and patients receive the very best treatment and continue to choose Royal as their #1 mode of healthcare transportation. Your managerial and leadership chops must be top notch, with a proven track-record of developing your direct reports to future leadership roles and that next level of their career.

If you are looking to build on a team with a strong foundation and a hunger for growth, we'd love to consider you for this opportunity!

Key Areas of Focus People Development:Develop leadership teams within the communications team Elevate team member engagement and impact Improving customer and team member experience by caring deeply and designing processes and environments that support growth and joy at work.OptimizationOptimize Communications Center to achieve efficient resource utilization Implement processes which support positive customer outcomes Strategy Development and Project Management:Play a key role in assessing opportunities and operationalizing new customer service lines

ResponsibilitiesAssume responsibility for the Communications Center; to ensure successful staff hiring, training and performance management, as well as working to continuously improve the environment, equipment, and processes within the department Accountable for financial management, quality metrics, and positive Patient and Customer satisfaction for all service lines Design, implement, and enforce standard work processes, but also for customizing to the specific needs for the our customers, service lines and patient types Demonstrate exceptional customer service skills with both internal and external customers/partners Ensure smooth patient access and patient flow operations for facilities and customers served by Royal AmbulanceDesign, Support, and Evolve internal and external stakeholder engagement processes Present to executive leadership data, performance information at patient flow and other operational reports; identifies areas for improvement and/or best practice Ensure continuous competency of team - develop, train, and pave the opportunities for growth for your team

Qualifications and Requirements:Bachelor's Degree preferred must have at least 4 years of experience leading a high performing dispatch team Must have knowledge of strategic planning, administrative and financial principles, and clinical practices Must have knowledge of area healthcare facilities and hospital systems Experience implementing lean process improvement practices in healthcare preferred Strong experience with data management, including Excel, pivot tables, graphs and charts Knowledge of County EMS regulations, requirements and policies Excellent interpersonal; communication; leadership; and motivation skills to create high performance teams of clinical, administrative, and service staff Independent judgment to carry out major functional accountabilities and ability to complete job duties autonomously, responsible for appraising the performance of employees, hiring/termination, etc.Ability to work in a fast-paced environment with rapidly changing priorities Ability to interact with all levels of the organization, including Executive Leadership, Field Operations, Billing/Revenue Cycle, Customer Success, and People Operations teams Proven leadership and supervisory skills

Royal Ambulance is the leader in healthcare transportation & patient navigation services in Alameda County, Contra Costa County, Santa Clara County, Santa Cruz County, San Francisco, and San Mateo County Since 2006, we've grown from 2 ambulances and 10 employees to over 100 ambulances and 600+ team members. We are known for our our amazing work culture, awarded one of the Top 50 Inspiring Workplaces 2022 and Glassdoor's Top 50 Best Places to Work in the US, Inc Magazine's Fastest Growing Private Companies, and Modern Healthcare's “Best Places to Work”.

As we continue to grow, we remain focused on maintaining our culture of professional and personal development, supportive team vibes, and a first-class team member experience. Join us and be a part of this exciting growth opportunity while surrounding yourself with other like-minded individuals, who encourage and inspire one another along their path in EMS and Healthcare.

At Royal we firmly believe it's not just about the destination, it's about the journey! It's about who you become along the way, the people you meet, the connections you make and the experiences that you have that shape the kind of healthcare professional you become.
Follow us on Instagram @RuleTogether
-The intent of this job posting is to provide a representative summary of the major duties, responsibilities and essential functions performed by incumbents of this job. Incumbents may be requested to perform job-related tasks other than those specifically presented in this description.
-Royal Ambulance is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status