Job Description Summary

The Call Center Supervisor is responsible for providing front-line, first level supervision and leadership to customer service representatives (CSRs) with the goal of meeting program objectives and customer service level agreements.

For active Maximus employees currently working on the CCO project and in good standing, this role is eligible for relocation assistance per the Maximus Relocation Assistance Policy

Job Summary

Essential Duties and Responsibilities :

• Supervise the work of customer service representatives to ensure adherence to quality standards, deadlines, and proper procedures, correcting errors or problems as needed
• Interview and recommend hiring and promotion of contact center staff, through partnering with Human Resources
• Develop work schedules and assign duties to direct report personnel to ensure efficiency
• Evaluate employees' job performance and recommend appropriate personnel action, including disciplinary action, performance improvement plans, and termination through partnering with Human Resources
• Discuss job performance concerns with employees to identify causes and issues and work closely with the Human Resources on resolving problems
• Ensure compliance with company Wage & Hour policy, including ensuring non-exempt employees get the rest & meal breaks
• Provide support and identify training needs and development opportunities, through weekly coaching sessions with direct reports
• Perform operational tasks to assure project and program service level requirements and goals are met, including analyzing direct reports’ quality performance and trending call types, and providing coaching on a regular basis
• Participate in meetings and recommend changes to policies and procedures
• Assume leadership responsibility for departmental tasks and contact center activities as required
• Support and enforce contact center expectations
• Participate in the work of subordinates to facilitate productivity or to overcome difficult aspects of work
• Assist direct reports with escalated issues or cases as needed
• Perform other duties as assigned by leadership

Minimum Requirements :

• Associate Degree or equivalent combination of education, technical training or work experience considered in lieu of degree
• Minimum of two (2) years of experience in a call center environment required
• Ability to manage a high level of confidentiality
• Proficient in Microsoft office suite
• Excellent organizational, written, and verbal communication skills
• Ability to perform comfortably in a fast-paced, deadline-oriented work environment
• Ability to work as a team member, as well as independently
• Must be able to remain in a stationary position for an extended period of time
• Occasionally lifts, carries, or otherwise moves items weighing up to 25 pounds

Education and Experience Requirements

The 6 month time in position rule can be waived for CCO employees under the following circumstances : employees who were in an acting role and have returned to their home base position, employees who are currently in an acting / limited-service role applying to the same role that is RFT, employees who were unable to return to a homebase position at the end of their acting role, or limited-service employees that are unable to secure a lateral or promotional position for continued employment at the end of their limited assignment.

Remote Client Service Rep - Pay Rate : $14hr- $15hr

Our client in El Paso, TX is looking for hardworking, motivated talent to join their team. Are you looking for a Remote Call Center Position.

Candidate must reside in the El Paso, TX Area.

• Pay rate : $14hr Monolingual / $15hr Bilingual Agents
• Availability to work a shift between 7 : 00 AM- 5 : 30PM Monday-Friday
• Paid training
• Full time hours
• Pay Increase of $1 after training
• Candidates Must reside in El Paso, TX Area
• Qualify candidates may be eligible for a bonus once converting to a full time employee

Job Description

Answer incoming calls from consumers including the public, prospective enrollees and people assisting enrollees or acting on their behalf in accordance with all performance standards, policy and procedures, and protocols including but not limited to the confidentiality and privacy policies.

• Answer incoming calls from consumers including the public, prospective enrollees and people assisting enrollees or acting on their behalf in accordance with all performance standards, policy and procedures, and protocols including but not limited to the confidentiality and privacy policies.
• Track and document all inquiries using the applicable systems.
• Complete associated tasks according to the established guidelines.
• Track and document all inquiries using the applicable systems.
• Meet Quality Assurance (QA) and other key performance metrics.
• Facilitate the fulfillment of caller requests for materials via mail, email, or download.
• Transfer / refer consumers to appropriate entities according to the established guidelines.
• Escalate calls or issues to the appropriate designated staff for resolution as needed.
• Facilitate translation services for non-English speaking callers according to procedures.
• Attend meetings and training as requested and maintain up-to-date knowledge of all programs and systems.

Job Requirements

• Shift 7 : 00 AM and 5 : 30 PM
• High School Graduate or GED
• Internet Access : Minimum of 20 Mbps download & 5 Mbps upload
• Ability to type efficiently
• Continuously demonstrate a high sense of urgency, and perform under pressure
• Excellent Attendance (no time off while in training)
• Organization and work prioritization skills
• Proficient in utilization of Teams
• Basic computer aptitude in Windows and / or Mac
• Ability to handle 100+ calls a day, handle multiple repetitive calls
• Positive, can-do attitude
• 1 year of call center or customer service experience

Why should you choose Manpower?

• Free training to upgrade your skills, including a free college tuition program
• Medical, dental, vision, 401k
• Weekly pay with direct deposit
• 24 / 7 Manpower customer care support
• Dedicated Career Partner to help you achieve your career goals
• Voted #1 best places to work by Glassdoor 2021

If Interested

Stop your job search and apply today! A recruiter will be in touch within 24 hours.

Share this job with friends and family and earn dollars with every successful hire.

Manpower recognizes the importance of providing an accessible and barrier-free environment. We are committed to creating a welcoming, fair and inclusive environment by offering equal opportunity to access our services.

At Manpower,we are committed to providing accommodations, and will work with you to meet your needs.

Job Description :

Globe Call Center Outbound Specialist

Primary Duties & Responsibilities

About the Company

About the Job

It is the responsibility of the GCCS Outbound Specialist to conduct outbound and receive inbound calls and determine the proper action with each.

The agent will record information, and maintain the procedures and policies of this department. The agent is to provide excellent customer service and assist policyholders as needed.

The successful candidate will need to be a performance driven person skilled at interacting with the public by phone.

Primary Duties & Responsibilities :

• Make outbound calls to newly issued business to welcome them to the Globe Life Family and to ensure their policy(s) are accurate and assist with any additional information pertaining to their new policy.
• Maneuver within our CRM while speaking with recently approved customers to collect the first premium to activate their Life Insurance policy.
• Make outbound calls to internet generated leads to warm up potential customers for our Sales Team.
• Be able to explain policy benefits.
• Complete necessary paperwork when needed.
• Assist with correspondence and error corrections for policy service.

As Needed :

Execute special projects that encompass making numerous outbound calls for special projects / campaigns for our sister companies including AIL & LNL and recording activities requested by / from customers.

Physical Requirements :

Heavy outbound / inbound telecommunication and moderate writing. Heavy phone and PC usage. Sitting still for extended periods of time.

Schedule Requirements :

• Schedule A : 10 : 00am 6 : 30pm Monday Friday
• Schedule B : 12 : 00pm 8 : 30pm Tuesday Friday & 8 : 00am 4 : 00pm Saturday
• Eligible for shift-bid at 6 months of employment

Required Skills

• Customer service background and good phone skills.
• Excellent communication, both written and oral, and organization skills
• Must be able to maintain confidentiality.
• Must be comfortable collecting payments via Credit Card and Bank Draft payment options from our customers.
• Excellent alpha and number recognition skills
• Demonstrated mathematical abilities (Have a math aptitude)
• Ability to work under pressure and handle high stress situations calmly and with tact and professionalism.
• Strong decision making skills with the ability to analyze situations and make logical conclusions.
• Regular and predictable attendance required
• Be proficient with a computer
• Able to multifunction from many different sources
• Be customer friendly
• Be organized and a good time manager
• Able to make accurate choices

Required Knowledge & Experience

• High School diploma or equivalent.
• 1+ years of customer service or 1+ years of a professional environment in a customer service related atmosphere
• Some college preferred
• Licensed in Life, Accident and Health Insurance is preferred, not required.
• 1+ years of office experience preferred. Telecommunications experience a plus.
• Life and Health insurance background and knowledge of insurance operations desired

We are following the social distancing guidelines for COVID-19!

All interviews and training have transitioned to a virtual platform. There are continuing opportunities for team members to work remotely as we look to maintain safe and healthy work environments.

Location : McKinney, Texas

Must have a computer (PC or laptop) and a USB headset (reimbursement after hire!)

Remote call center fundraising for Democrats

100% of the money we raise goes to the candidates and causes we work for. We are proud to be in the fight to strengthen social security and Medicare, to get universal pre-k, to protect the environment, stand up for women's rights, ensure safer gun laws that don't infringe on the rights of gun owners and so much more.

On a typical shift, a fundraiser will use a script to influence existing or potential donors to donate to a cause or candidate.

You will process credit card gifts, and work with Coaches on the online calling platform to increase success. We provide two weeks of paid training!

Responsibilities

• Make outbound fundraising calls on an automated dialer
• Answer incoming calls from prospective customers
• Use scripts to provide information about candidates or causes
• Record the doner’s personal information accurately in a computer system
• Correctly code calls

Requirements

• A USB headset (or the ability to obtain one prior to training)
• A computer or laptop to work from
• Ethernet cord (so you are not using wifi)
• Reliable Internet connection

Benefits

• Health insurance
• Dental insurance
• Vision insurance
• Flexible schedule : Make your own schedule, call when you can
• 401(k) matching
• Hourly pay is $10.50 per hour, and payday is EVERY FRIDAY
• $2 for every contribution you make, plus additional incentives
• Two weeks of paid training, plus an additional "Nesting Week"
• A minimum of 15 hours is required, but you can work up to 40 hours a week
• We work year round, not just during election season!

TransPerfect Is More Than Just a Job

Our greatest asset is our people, and nothing is more important to us than ensuring that everyone knows that. Each of our 100+ offices has its own individual identity, and each also has its own unique rewards.

Position Summary : Team Supervisors are responsible for overseeing the day-to-day activities of their team and ensuring they are performing all job tasks in accordance with TPC’s standards of practice.

Team Supervisors are responsible for the maintaining a high level of productivity, ensuring high quality standards, and maintaining schedule adherence through team meetings and individual coaching sessions.

Supervisors are also responsible for providing training on systems and processes during initial hire and follow-on training in the areas of, but not limited to, system operation, communication, and customer service.

Position responsibilities :

• Provides the highest level of customer service by effectively supervising a cadre of well-trained customer service agents.
• Assures compliance to internal and external specifications and standards relating to TPC’s standards of practice.
• Develops, recommends, and implements measures to improve productivity, performance, quality, and career path for customer service agents.
• Responsible for communicating policy updates and company information through team meetings, huddles and one-on-one development sessions.
• Ensure that all customer service agents are meeting their key performance indicators.
• Assists in research and analysis work efforts by providing input for forecasting, training program assessment, and quality assurance program calibration.
• Documents all coaching / development sessions in a timely manner including corrective actions and performance improvement plans.
• Interaction with cross-functional support groups in order to manage the day-to-day operations.
• Responsible for all daily administrative duties (e.g., time card administration, payroll, etc.) as required.
• Identifies and resolves operational problems using defined processes, expertise and judgment.
• Ability to identify errors, inconsistencies in information.
• Act professionally with regards to appearance, conduct, coworker interactions and promptness.
• Keep all assignment-related information strictly confidential.
• Participate in periodic self-evaluations, as well as quarterly Center evaluation programs; conduct periodic evaluations of assigned customer service agents.
• Maintain familiarity with center systems and equipment updates to operate systems efficiently.
• Understand basic HR laws / regulations and keep up-to-date with company policies.
• Perform other duties as assigned.

Required / preferred knowledge, skills, and abilities :

• Required High School Diploma or General Equivalency Diploma
• Required Excellent communication skills
• Required Excellent supervisory abilities
• Required Strong interpersonal and communication skills
• Desired Bachelor’s degree
• Desired Basic understanding of Word, Excel, and / or MS office suite.

Physical demands and work environment :

The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

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

Essential Functions :

While performing duties of job, employee is occasionally required to stand; walk; sit; use hands to finger, handle, or feel objects, tools, or controls;

reach with hands and arms; talk and hear. Employee must occasionally lift and / or move up to 25 pounds. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Finally, the employee generally works in an indoor office environment; working hours beyond the normal workweek may be required.

TransPerfect provides equal employment opportunity to all individuals regardless of their race, color, creed, religion, gender, age, sexual orientation, national origin, disability, veteran status, or any other characteristic protected by states, federal, or local law.