Sentences with phrase «contact center management»

Answer inbound calls within guidelines / goals established by the client and contact center management

Global Support Operations / Multi-Site Contact Center Management / Customer Relationship Management Results - driven Management Executive with strong business savvy marked by blend of strategic, operations, technical acumen.

AREAS OF EXPERTISE * Contact Center Management * QBR Preparation * BPO experience * Multi-site experience * Staffing and Resource Management * Performance Management (KPIs, SLAs)

Tags for this Online Resume: Connecticut, Customer Experience, Consulting, Contact Center, Customer Service training, Customer Satisfaction Research Analysis, Customer Service Management, Contact Center Management, Customer Satisfaction improvement, Customer Satisfaction Analysis, Employee Satisfaction Analysis and improvement, Leadership Development, Cultural definition and realignment, Process improvement, ACD technology, Client satisfaction

Areas of Expertise Operations Management Contact Center Management Performance Management Company Ethics and Values Training Customer Satisfaction Enhancement

Tags for this Online Resume: Contact Center Management, Communication Skills, Root Cause Analysis, Process Improvement, Budget Management, Interpersonal Skills, KPI Development, Team Development

Contact Center Management requires a full - suite of tools and capabilities.

Not exact matches

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Paul Spiegelman is the chief culture officer at medical - waste management company Stericycle and founder and former CEO of BerylHealth, an outsourced contact center.

After Sandy struck in 2012, county Office of Emergency Management officials contacted The Dover Group about providing food at the emergency operations center in Bethpage, Yamali said.

If your training management software has a marketing system you should be able to create a marketing list from details in your CRM and then send marketing emails to those contacts, use a message center to see incoming enquires and respond to them rather than using a shared inbox, and create landing forms to use on your website so you can capture leads, which are then automatically fed into your CRM!

Event management for 18is25 Weekend Anniversary Celebration powered by Eventbrite To learn about opportunities to become an event sponsor please contact Serena Johnson, Development Associate: [email protected] or 310.453.3711 ext 112 All proceeds benefit 18th Street Arts Center, a Santa Monica...

Completed data analysis using the contact center application - Customer Relationship Management (CRM) tool for documentation and compliance purposes.

Additional responsibilities of the Lead Customer Service Representative include: • Initiating conversations with customers to uncover their needs and referring them to the appropriate business partners to meet personal and financial center referral and sales goals • Personally maintaining a balancing record, finding and correcting errors and asking for help in this process as needed • Handling customer issues with professionalism and seamlessly directing complex issues to management staff • Training and developing new and current Customer Service Representatives and identifying other Customer Service Representatives who are capable of training new staff members • Monitoring operations behind the Customer Service Representative line, delegating work and taking issues to the Customer Service Manager as needed • Acting as the contact person for financial center personnel in regards to Customer Service Representative activity, answering questions and helping management to keep Customer Service Representatives up - to - date on all changes • Maintaining up - to - date knowledge of financial center policies, procedures, products and services

Created a solid foundation for growth after the acquisition of contact center specialist ICT Group, integrating IT services and operations for 15 + centers by driving organizational change, implementing standards, processes and best practices including, technical support, IT compliance and performance management.

Business Analyst — Excellent Computer Corporation — 2016 - Present • Serve as center point of contact for project analysis and technical management • Compile, review, and document IT project requirements • Prevented delays in a $ 4 million ERP systems project by handling strategic resource allocationBusiness Analyst — International IT Machines — 2014 - 2016 • Coordinated requirements management and process analysis for technical systems projects • Collaborated with developers to define technical solutions and document specifications • Cut project tracking errors to 0 by introducing Microsoft Project as a project management tool

[company name] Services - one of the nation's largest credit union service organizations, PSCU provides credit, debit, ATM, and prepaid card servicing, as well as electronic banking, bill payment, risk management, specialized marketing, and contact center services to over 800 credit unions across the US.

I am an experienced contact center director with extensive knowledge in call center sales, support, business analysis, management and employee development.

SUMMARY Experienced Lead Engineer in Healthcare Insurance, Workforce Management, Call Recording, Contact Center Technologies, Desktop Application testing and certification processes, Security Protocols, Policies and Access Control and Call Center Operations.

Tags for this Online Resume: Customer Service, Client Relations, Contact Center, call center, financial management, technology manaCenter, call center, financial management, technology manacenter, financial management, technology management

My experience includes contact center solutions architecture, user and business requirements, product development / program management, proposal responses, object - oriented and structural design...

Accomplished Customer Contact Center Senior Manager with experience overseeing multi-center management teams.

A project management position utilizing my experience in contact center operations, Cisco Unified Communications, and business continuity planning to improve customer service, business processes and return on invesment.

Team Leadership & Process Management Professional with over 20 years» experience directing all aspects of contact center operations.

Senior manager for client services, operations, vendor management or any function in the contact center / supply chain area.

* Analyze, evaluate and work to resolve customer inquiries and issues * Interact with customers in a courteous and professional manner * Effectively communicate issues and resolutions to customers and appropriate internal staff * Use judgment and problem - solving skills to solve customer problems * Use multiple screens of information simultaneously to address customer needs * Follow processes according to contact center standards to ensure contact handling accuracy and operational effectiveness * Use technology tools as directed and within established guidelines * Adhere to precise work schedules, taking continuous phone calls for extended periods of time * Answer prior authorization inquiries calls as well as research and resolve formulary and benefit issues * Consistently meet established productivity, schedule adherence, and quality standards * Performs other duties as assigned by management Education / Experience: * High School Diploma or equivalent * Minimum one (1) year current / recent Pharmacy Technician experience in healthcare setting * PTCB Pharmacy Certification required or ability to obtain within six - months of employment

Tags for this Online Resume: Aspect, Workforce Management, Scheduling, Intraday, Call Center, Analyst, Contact Center

Tags for this Online Resume: Leadership, Forecast Call Volume, Management, Service Level Management, Coaching, Project Management, Metric Analysis, Process Improvement, Policy / Procedure Development, Problem Solving, Quality Assurance, Communication, High Production Environments, Technology Integration, Training, Documentaion, Chat, Email, Support, customer service, contact center

All aspects of senior organizational management in a credit and collections, or contact center setting; operations and strategies, financial budgeting / cost management, senior leadership, human resource development, sales / marketing, and analysis.

Tags for this Online Resume: Management, Contact Center, operations, Recruiting and Hiring, Healthcare, Call Center, Call Center, Computer Telephony Integration (CTI), Customer Relationship Management, Customer Service, Patient Access, Operations, Cadence, Epic

* Track and communicate project status, issues, risks and decisions to senior management * Led Cisco Unified Contact Center Enterprise Project.

Tags for this Online Resume: Avaya, Customer Service, Supervisor / Manager, Contact Center / Call Center, AHT, ASA, Abandon Rate, CSR, Representative, Agents, Management, Call Center, Process Improvement, Appraisals, Firepond Contact Center, Spanish Language, AVAYA, Customer Service

Tags for this Online Resume: Contact Center, Call Center, Sales, Operations Management, Operations Director, Inbound / Outbound Sales

SUMMARY Entrepreneurial senior leader with extensive experience growing organizations and managing contact center operations in customer service, higher education, sales, web chat, technical support, workforce management, collections, and shared services.

Tags for this Online Resume: Business Intelligence, Hyperion, Project Management, Project Manager, Use Cases, Consulting, Call Center, AVAYA, Cms, Contact Center, CRM, Customer Success Management

Tags for this Online Resume: Human Resources, Direct Sales, Integrate, Management, Project Management, Sales, Insurance, Contact Center, Call Center, Scheduling

Tags for this Online Resume: Call center, Customer service, Contact center, ACD, Automatic Call Distribution, Services, Cisco, Forth Programing Language, Management, Medicare

Tags for this Online Resume: call center management, Group Operations Manager, Strong working knowledges of contact center industry, multi-channel customer support (Chat, E-Mail and Phone), Hiring, Interviewing, operational reports analysis, implementation of new business, Call Center, Compcenter management, Group Operations Manager, Strong working knowledges of contact center industry, multi-channel customer support (Chat, E-Mail and Phone), Hiring, Interviewing, operational reports analysis, implementation of new business, Call Center, Compcenter industry, multi-channel customer support (Chat, E-Mail and Phone), Hiring, Interviewing, operational reports analysis, implementation of new business, Call Center, CompCenter, Complaints

Tags for this Online Resume: management, director, customer service, operations, call center, contact center

Tags for this Online Resume: Event management, Corporate sponsorship, Workforce development, Call center management, Workforce Management, Contact Center management, Corporate sponsorship, Workforce development, Call center management, Workforce Management, Contact Center Opercenter management, Workforce Management, Contact Center management, Workforce Management, Contact Center Management, Contact Center OperCenter Operations

Tags for this Online Resume: Management, Manager, Operations, Supervisor, Call Center, Non Profit, Contact Center, Fund Raising

Tags for this Online Resume: Program Manager, Customer Service, customer experience, contact center, call center, project management, financial management, product management

Tags for this Online Resume: Call Center, Leadership, Management, Program Management, Retail, Site Selections, Start - ups, Voice, Pricing, sales, management, CRM, Coaching, Customer Service, Business Development, Outsourcing, ContManagement, Program Management, Retail, Site Selections, Start - ups, Voice, Pricing, sales, management, CRM, Coaching, Customer Service, Business Development, Outsourcing, ContManagement, Retail, Site Selections, Start - ups, Voice, Pricing, sales, management, CRM, Coaching, Customer Service, Business Development, Outsourcing, Contmanagement, CRM, Coaching, Customer Service, Business Development, Outsourcing, Contact Center

• Certified Project Management Professional (PMP) • 5 + years managing Cisco Unified Contact Center Enterprise (UCCE) deployments & upgrades • On shore and off shore call center projCenter Enterprise (UCCE) deployments & upgrades • On shore and off shore call center projcenter project...

Tags for this Online Resume: VoIP, Call Center, Contact Center, PBX, SIP, IVR, Self Service, ACD, Unified Communications, Workforce Management, Quality Monitoring, Interactive Intelligence, Social Selling, Social Sales, Social Media, Customer Service, Customer Relationship, Customer Experience, Salesforce Administration, Seibel Sales, Seibel Call Center, Cisco ICM / UCCM Enterprise, Cisco IPCC Enterprise, Cisco IPCC Express, Cisco Customer Voice Portal, Cisco AVVID, Avaya G3R ECS / EAS, Avaya Aura Session Manager, Avaya Customer Interaction Suite, Avaya Modular Messenger, Nortel BCM, Nortel Call Pilot, NICE Systems, Aspect Solutions, Genesys Labs Framework CGE, Juniper Network Sales Associate, Juniper Network Sales Specialist, Witness Systems, Pegasystems, Blue Pumpkin, e911, vXML, Java, HTML, Visio, SQL, IEX, inContact, Davox, Microsoft MCSE, Sun Systems

Served as primary point of contact for wealth management clients and banking center representatives.

Tags for this Online Resume: Management, Automation, Business Requirements, Change Management, Consolidations, Consulting, Customer Service, Firepond Contact Center, customer service, call Center, customer service, call centercenter

Tags for this Online Resume: Call Center, Firepond Contact Center, Integrate, Project Management Office, Infrastructure, Management, Microsoft, Active Directory, Cisco, Interactive Voice Response, agile, software, linux

Professional Summary Accomplished Call Center Manager with proven success in leading a large customer support organization and successful call center of 80 - 125 staff taking inbound customer contacts for Unemployment Insurance using a Centurion CARES communication platform, and building a strong workforce management team while training for improvement of metrics such as AHT (average handle time) and ASA (average speed to Center Manager with proven success in leading a large customer support organization and successful call center of 80 - 125 staff taking inbound customer contacts for Unemployment Insurance using a Centurion CARES communication platform, and building a strong workforce management team while training for improvement of metrics such as AHT (average handle time) and ASA (average speed to center of 80 - 125 staff taking inbound customer contacts for Unemployment Insurance using a Centurion CARES communication platform, and building a strong workforce management team while training for improvement of metrics such as AHT (average handle time) and ASA (average speed to ans...

Tags for this Online Resume: MACs, Pbx, Troubleshooting, Legacy, Management, Messaging, Project Management, System design, SIP, VoIP, Contact Center, IVR