Title : Director of Customer Service-Call Center, Enterprise

Location : Tulsa, Oklahoma

Summary :

Vaco, in partnership with a profitable Fortune 500 organization, is conducting a confidential search for a Director of Customer Service-Call Center who will have the opportunity to set strategic direction, priorities, and goals for the functional area, as well as educate the team to ensure employees understand how routine functions, interactions, and transactions support the strategic objectives of the company.

This position is based in Tulsa, Oklahoma, and requires the ability to work proactively in a fast-paced environment to provide exceptional customer experiences with all types of service requests during and after the equipment rental experience.

The successful candidate will ensure critical business practices are met by the contact center teams while driving the teams to achieve and improve NPS and customer experience.

Responsibilities :

The Director of Customer Service-Call Center will be responsible for drafting, implementing, and executing policies and procedures to facilitate a quality customer service experience.

This position will establish performance metrics for customer service representatives, establish service levels and requirements for the department, and develop alternate means to revenue adjustment.

Additionally, the Director will establish response standards and complaint management techniques ensuring timeliness, professionalism, and consistency in both written and verbal customer communication.

The successful candidate will also identify and recommend or acquire updates and expansions to technology, equipment, and policies that may improve customer service and retention.

As a liaison between the customer service department and other divisions in the company, the Director will draft and implement the department's budget and perform other related duties as assigned.

Qualifications :

• The ideal candidate will have eight to ten years of experience in a "HANDS-ON" customer service / customer experience or related field, high-volume contact center experience with a corporate public / private company organization and / or Business Process Outsourcing of 10,000 .
• The successful candidate will have a "Player Coach" mentality when it comes to leadership, leading others but also being exceptionally hands-on and willing to roll up their sleeves to get the job done.

Expertise in NPS score and a proven track record of overall improvements as it relates to NPS in overall efficiency for call center / contact center environment, maintaining market share, etc., is required.

Candidates must have knowledge and experience with Verint WFM software (preferred) or similar software such as NICE / IEX, E-WFM, Genesis, etc.

knowledge of ACD technology applications, and be proficient in all MS Office applications.

Excellent leadership and communication skills, problem-solving skills, continuous improvement skills, and results-driven orientation, as well as the ability to develop strong relationships with other departments to garner necessary support and resources, are essential.

Strong project management skills and a keen attention to detail are also required.

Compensation :

The compensation package for this position includes a base salary of $125,000 $140,000, 30% discretionary bonus, and a 15k long term incentive plan target.

Please note that the final base salary will be within the specified range and determined based on the candidate's years of relevant experience and overall fit for the position.

Please Note :

This is not a remote role and is based in Tulsa, Oklahoma. We are unable to sponsor at this time or in the future. No recruiters, no third-party inquiries, no c2c, no 1099.

This is a Direct Hire, w2 position.

At Elara Caring, we have an unique opportunity to play a huge role in the growth of an entire home care industry. Here, each employee has the chance to make a real difference by carrying out our mission every day.

Job Description :

Description

SUMMARY

Responsible for booking hotel reservations and providing overall support for the entire property. Responsible for screening and routing of all incoming calls assuring the highest quality guest service.

Promotes all aspects of the property.

Position Requirements

QUALIFICATIONS

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and EXPERIENCE

Must have a High School Diploma or equivalent. Must have a minimum of 6 months experience in a hotel reservation department, Call Center environment or in a related field preferred.

Gaming License Must obtain and maintain a gaming license.

SUMMARY

Responsible for booking hotel reservations and providing overall support for the entire property. Responsible for screening and routing of all incoming calls assuring the highest quality guest service.

Promotes all aspects of the property. Position Requirements

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, and / or ability required.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and EXPERIENCE

Job Posting Title Unemployment Insurance Call Center Representative Agency 290 EMPLOYMENT SECURITY COMMISSION Supervisory Organization Tulsa Call Center Job Posting End Date (Continuous if Blank) Note : Applications will be accepted until 11 : 59 PM on the day prior to the posting end date above.

Estimated Appointment End Date (Continuous if Blank) Full / Part-Time Full time Job Type Regular Compensation $32,350.24 annual;

$15.55 hourly Job Description Job Type / Salary / Location / Benefits

• Full-time
• Vacancies : Two
• Primary Working Hours : M-F; 8-5
• Location : Tulsa
• Telework Status : Not Available
• Training : In-house
• Supervisory : No The State of Oklahoma offers a comprehensive Benefits Packet, including a generous benefit allowance to offset the cost of insurance premiums for employees and their eligible dependents.

Position Summary of Responsibilities

• Assist customers with unemployment-insurance (UI) program needs in an inbound call center environment in a timely fashion.
• Assist customers with re-employment program needs in an inbound call center environment in a timely fashion.
• Assist business customers with the UI program and any employer-service needs in an inbound call center environment in a timely fashion.
• Perform various clerical duties and / or support activities working in conjunction with other agency staff and departments towards the Employer Services / UI Services / Re-Employment Services processes.
• Maintain the required safety and security protocols associated with the responsibilities mentioned above. Position Essential Functions
• Conduct interactions with stakeholders in a professional and courteous manner.
• Respond to inbound inquiries regarding Unemployment Insurance.
• Conduct interviews with various parties and document information received to support the administration of the Unemployment Insurance program.
• Provide general information about the Unemployment Insurance and Re-employment processes.
• Perform various tasks to assist stakeholders with the resolution of problems or concerns related to existing Unemployment Insurance claims, to include but not limited to monetary eligibility, payments, and the filing of appeals.
• Evaluate evidence and testimony for the purpose of adjudicating Unemployment Insurance claims in accordance with applicable statutes and rules.
• Attend meetings and training as required.
• Coordinate with other agency departments as needed including but not limited to : + Employer Compliance Resolution of disputes related to in-state wages reported.
• Benefits Administration Resolution of issues related to child support, alien verification, or federal, military, and out of state wage requests.
• Valued Knowledge, Skills, Abilities and Competencies Knowledge of - spelling, punctuation, and business English; business mathematics;

modern office methods and procedures; maintenance of records related to assigned programs. Skill and Competencies excellent verbal and written communication skills.

• Ability to maintain professional telephone etiquette; work with difficult customers; work alone; work with others as a contributing team member;
• multi-task; understand the major policies and procedures governing assigned programs; maintain effective working relationships with others;

to handle confidential work; to interpret and handle routine matters in accordance with agency policy; to follow oral and written instructions.

Physical Demands / Work Environment Work is typically performed in an office setting or teleworking environment with climate-controlled settings and exposure to moderate noise level.

While performing the duties of the job, employee will be sitting, talking, standing, and / or reaching with hands and arms.

This position requires long periods of sitting or standing and use of the computer and phone for the length of the workday.

Minimum Qualifications Education and Experience Requirements at this level require three years of experience in employment services, career or vocational guidance and counseling, personnel, recruitment, training, customer services or social services related work;

or an equivalent combination of education and experience substituting thirty semester hours from an accredited college or university for each year of the required work experience.

Special Skills / Requirements *Computer Skills Employee must be capable of proficiently using OESC’s standard software (Microsoft Office - Word, Outlook, Excel, Power Point and Teams), and the Internet, as well as proficiency to learn other software as needed.

• Seeking a minimum education with a High School Diploma or GED; some college is preferred.
• A minimum of 1 year experience in customer service skills is preferred with some exposure to working with difficult customers in an in-bound call environment.

Equal Opportunity Employment The State of Oklahoma is an equal opportunity employer and does not discriminate on the basis of genetic information, race, religion, color, sex, age, national origin, or disability.

Current State of Oklahoma employees must apply for open positions through their Workday account. Go to Careers app on WD home screen>

Click on 'Find Jobs-Internal State of Oklahoma'.