Sentences with phrase «coach call center staff»

Not exact matches

With 13 + years of experience in high - volume call centers — coupled with expertise in hiring, training, developing, coaching, and supervising call center staff — I am confident in my ability to make an immediate and positive impact on Wayward's customer service efforts in this role.

• Continuously monitored call center performance and ensured policies and procedures were met, set goals, standards and benchmarks that evaluated individual employees and customer satisfactions associated ratings • Motivated staff through formal / informal coaching, training initiatives, incentive programs, career development opportunities and productivity channels.

Selected by supervisor to oversee Catastrophe call center and coach temporary staff: monitored call volume, managed staffing needs, provided direction on workflows and procedures, and delegated call out instructions for affected areas

Conduct weekly coaching sessions with tenured call center staff providing quality scores, developing customer service and sales skills

Tags for this Online Resume: Corporate Travel Operations, Business Management, Global Account Management, Travel Policy remodels, Staff Coaching, Development & Mentoring, National Account Management, Call Center Director, Telephony Implementation, Appraisals

PA Reps for staff development and growth opportunities * Plan, assign, and direct work, appraise performance, reward and discipline employees, address complaints and resolve problems within the team * Assist in the hiring process * Assist in the preparation of performance reviews * Deliver performance reviews in conjunction with the Prior Auth Manager * Meet monthly with each staff member to go over performance status * Assist with training as needed * Lead weekly Team meetings with staff to keep them informed of changes to policy and procedures and corporate communications * Meet with the Prior Authorization Management team weekly to report on clinical call center performance and personnel issues Required Qualifications: * High School Diploma or equivalent * Current and unrestricted Pharmacy Technician license * 2 years» experience supervising Pharmacy Technicians in a Call Center environment * Prior Authorization experience * Knowledge of the Pharmacy Benefit Management and / or Health Insurance * Knowledge of Call Center industry through work experience and as obtained through related courses * Proficient in Microsoft Word and Excel Preferred Qualifications: * Bachelors» Degree * PBM experience * National Pharmacy Technician Certification Required Competencies: * Must have strong leadership and problem solving skills * Strong written and verbal communication skills * Strong interpersonal skills * Ability to effectively present information and respond to questions from groups of associates, managers and clients * Ability to comprehend ACD statistical reporting and apply it to the operation of the department * Ability to interpret a variety of instructions furnished in written, oral, diagram or schedule form * Ability to maintain a high level of consistency while working with team members * Ability to recognize the needs of the staff, heighten morale, and decrease stress and burnout * Ability to understand what style of conflict resolution is best suited for a particular situation * Ability to determine the needs of each individual team member and assist them in achieving set goals * Demonstrate a clear understanding of company and client confidentiality * Excellent organizational skills * Exemplary coaching / motivational skills at both an individual and team level * Adaptable and able to move with change while maintaining a positive attitude and strong role model for the Tcall center performance and personnel issues Required Qualifications: * High School Diploma or equivalent * Current and unrestricted Pharmacy Technician license * 2 years» experience supervising Pharmacy Technicians in a Call Center environment * Prior Authorization experience * Knowledge of the Pharmacy Benefit Management and / or Health Insurance * Knowledge of Call Center industry through work experience and as obtained through related courses * Proficient in Microsoft Word and Excel Preferred Qualifications: * Bachelors» Degree * PBM experience * National Pharmacy Technician Certification Required Competencies: * Must have strong leadership and problem solving skills * Strong written and verbal communication skills * Strong interpersonal skills * Ability to effectively present information and respond to questions from groups of associates, managers and clients * Ability to comprehend ACD statistical reporting and apply it to the operation of the department * Ability to interpret a variety of instructions furnished in written, oral, diagram or schedule form * Ability to maintain a high level of consistency while working with team members * Ability to recognize the needs of the staff, heighten morale, and decrease stress and burnout * Ability to understand what style of conflict resolution is best suited for a particular situation * Ability to determine the needs of each individual team member and assist them in achieving set goals * Demonstrate a clear understanding of company and client confidentiality * Excellent organizational skills * Exemplary coaching / motivational skills at both an individual and team level * Adaptable and able to move with change while maintaining a positive attitude and strong role model for thecenter performance and personnel issues Required Qualifications: * High School Diploma or equivalent * Current and unrestricted Pharmacy Technician license * 2 years» experience supervising Pharmacy Technicians in a Call Center environment * Prior Authorization experience * Knowledge of the Pharmacy Benefit Management and / or Health Insurance * Knowledge of Call Center industry through work experience and as obtained through related courses * Proficient in Microsoft Word and Excel Preferred Qualifications: * Bachelors» Degree * PBM experience * National Pharmacy Technician Certification Required Competencies: * Must have strong leadership and problem solving skills * Strong written and verbal communication skills * Strong interpersonal skills * Ability to effectively present information and respond to questions from groups of associates, managers and clients * Ability to comprehend ACD statistical reporting and apply it to the operation of the department * Ability to interpret a variety of instructions furnished in written, oral, diagram or schedule form * Ability to maintain a high level of consistency while working with team members * Ability to recognize the needs of the staff, heighten morale, and decrease stress and burnout * Ability to understand what style of conflict resolution is best suited for a particular situation * Ability to determine the needs of each individual team member and assist them in achieving set goals * Demonstrate a clear understanding of company and client confidentiality * Excellent organizational skills * Exemplary coaching / motivational skills at both an individual and team level * Adaptable and able to move with change while maintaining a positive attitude and strong role model for the TCall Center environment * Prior Authorization experience * Knowledge of the Pharmacy Benefit Management and / or Health Insurance * Knowledge of Call Center industry through work experience and as obtained through related courses * Proficient in Microsoft Word and Excel Preferred Qualifications: * Bachelors» Degree * PBM experience * National Pharmacy Technician Certification Required Competencies: * Must have strong leadership and problem solving skills * Strong written and verbal communication skills * Strong interpersonal skills * Ability to effectively present information and respond to questions from groups of associates, managers and clients * Ability to comprehend ACD statistical reporting and apply it to the operation of the department * Ability to interpret a variety of instructions furnished in written, oral, diagram or schedule form * Ability to maintain a high level of consistency while working with team members * Ability to recognize the needs of the staff, heighten morale, and decrease stress and burnout * Ability to understand what style of conflict resolution is best suited for a particular situation * Ability to determine the needs of each individual team member and assist them in achieving set goals * Demonstrate a clear understanding of company and client confidentiality * Excellent organizational skills * Exemplary coaching / motivational skills at both an individual and team level * Adaptable and able to move with change while maintaining a positive attitude and strong role model for theCenter environment * Prior Authorization experience * Knowledge of the Pharmacy Benefit Management and / or Health Insurance * Knowledge of Call Center industry through work experience and as obtained through related courses * Proficient in Microsoft Word and Excel Preferred Qualifications: * Bachelors» Degree * PBM experience * National Pharmacy Technician Certification Required Competencies: * Must have strong leadership and problem solving skills * Strong written and verbal communication skills * Strong interpersonal skills * Ability to effectively present information and respond to questions from groups of associates, managers and clients * Ability to comprehend ACD statistical reporting and apply it to the operation of the department * Ability to interpret a variety of instructions furnished in written, oral, diagram or schedule form * Ability to maintain a high level of consistency while working with team members * Ability to recognize the needs of the staff, heighten morale, and decrease stress and burnout * Ability to understand what style of conflict resolution is best suited for a particular situation * Ability to determine the needs of each individual team member and assist them in achieving set goals * Demonstrate a clear understanding of company and client confidentiality * Excellent organizational skills * Exemplary coaching / motivational skills at both an individual and team level * Adaptable and able to move with change while maintaining a positive attitude and strong role model for the TCall Center industry through work experience and as obtained through related courses * Proficient in Microsoft Word and Excel Preferred Qualifications: * Bachelors» Degree * PBM experience * National Pharmacy Technician Certification Required Competencies: * Must have strong leadership and problem solving skills * Strong written and verbal communication skills * Strong interpersonal skills * Ability to effectively present information and respond to questions from groups of associates, managers and clients * Ability to comprehend ACD statistical reporting and apply it to the operation of the department * Ability to interpret a variety of instructions furnished in written, oral, diagram or schedule form * Ability to maintain a high level of consistency while working with team members * Ability to recognize the needs of the staff, heighten morale, and decrease stress and burnout * Ability to understand what style of conflict resolution is best suited for a particular situation * Ability to determine the needs of each individual team member and assist them in achieving set goals * Demonstrate a clear understanding of company and client confidentiality * Excellent organizational skills * Exemplary coaching / motivational skills at both an individual and team level * Adaptable and able to move with change while maintaining a positive attitude and strong role model for theCenter industry through work experience and as obtained through related courses * Proficient in Microsoft Word and Excel Preferred Qualifications: * Bachelors» Degree * PBM experience * National Pharmacy Technician Certification Required Competencies: * Must have strong leadership and problem solving skills * Strong written and verbal communication skills * Strong interpersonal skills * Ability to effectively present information and respond to questions from groups of associates, managers and clients * Ability to comprehend ACD statistical reporting and apply it to the operation of the department * Ability to interpret a variety of instructions furnished in written, oral, diagram or schedule form * Ability to maintain a high level of consistency while working with team members * Ability to recognize the needs of the staff, heighten morale, and decrease stress and burnout * Ability to understand what style of conflict resolution is best suited for a particular situation * Ability to determine the needs of each individual team member and assist them in achieving set goals * Demonstrate a clear understanding of company and client confidentiality * Excellent organizational skills * Exemplary coaching / motivational skills at both an individual and team level * Adaptable and able to move with change while maintaining a positive attitude and strong role model for the Team.

Tags for this Online Resume: Call Center Management, Work Force Management, Staff Development, Coaching, Training, Leadership

Areas of Expertise * Revenue and Market Growth * Call Center Operations Management * Sales and Marketing Leadership * CSR Coaching and Staff Development * Strategic Market Planning * Technology Selection and Applications * Project Development and Management * Site Selection and New Center Start - ups CAREER HIGHLIGHTS Sales * During my five years as President of Ameridial, annual revenue grew from $ 22M to $ 40M delivered the b...

Participates in the improvement of call monitoring formats and quality standards Uses quality monitoring data management system to compile and track performance at individual and department level Identify training needs / improvements using statistical call monitoring data Assist training department in delivering ongoing training Perform coaching and side by side monitoring when possible Assists in the call calibrations sessions with the call center staff.

Coaches and trains call center agent (s) staff utilizing expertise and guidance on operational issues and risks that relates to their positions

GMAC INSURANCE Earth City, MO Call Center Analyst (January 1999 to August 2002) • Forecasted call volume and scheduled representatives according to business needs with a service level attempt of 80 % of calls answered within 20 seconds or less • Assisted with establishing call center metrics by monitoring call volume and adjusting staffing levels as needed • Utilized Totalview IEX and Lucent / Avaya CenterVu Supervisor to monitor agent's adherence and performance for approximately 250 representatives • Partnered with Human Resources Recruiting department on staffing strategies and hiring decisions based on full time equivalency • Managed, coached and motivated a staff of 4 call center schedulers and 3 dialer analCall Center Analyst (January 1999 to August 2002) • Forecasted call volume and scheduled representatives according to business needs with a service level attempt of 80 % of calls answered within 20 seconds or less • Assisted with establishing call center metrics by monitoring call volume and adjusting staffing levels as needed • Utilized Totalview IEX and Lucent / Avaya CenterVu Supervisor to monitor agent's adherence and performance for approximately 250 representatives • Partnered with Human Resources Recruiting department on staffing strategies and hiring decisions based on full time equivalency • Managed, coached and motivated a staff of 4 call center schedulers and 3 dialer anCenter Analyst (January 1999 to August 2002) • Forecasted call volume and scheduled representatives according to business needs with a service level attempt of 80 % of calls answered within 20 seconds or less • Assisted with establishing call center metrics by monitoring call volume and adjusting staffing levels as needed • Utilized Totalview IEX and Lucent / Avaya CenterVu Supervisor to monitor agent's adherence and performance for approximately 250 representatives • Partnered with Human Resources Recruiting department on staffing strategies and hiring decisions based on full time equivalency • Managed, coached and motivated a staff of 4 call center schedulers and 3 dialer analcall volume and scheduled representatives according to business needs with a service level attempt of 80 % of calls answered within 20 seconds or less • Assisted with establishing call center metrics by monitoring call volume and adjusting staffing levels as needed • Utilized Totalview IEX and Lucent / Avaya CenterVu Supervisor to monitor agent's adherence and performance for approximately 250 representatives • Partnered with Human Resources Recruiting department on staffing strategies and hiring decisions based on full time equivalency • Managed, coached and motivated a staff of 4 call center schedulers and 3 dialer analcall center metrics by monitoring call volume and adjusting staffing levels as needed • Utilized Totalview IEX and Lucent / Avaya CenterVu Supervisor to monitor agent's adherence and performance for approximately 250 representatives • Partnered with Human Resources Recruiting department on staffing strategies and hiring decisions based on full time equivalency • Managed, coached and motivated a staff of 4 call center schedulers and 3 dialer ancenter metrics by monitoring call volume and adjusting staffing levels as needed • Utilized Totalview IEX and Lucent / Avaya CenterVu Supervisor to monitor agent's adherence and performance for approximately 250 representatives • Partnered with Human Resources Recruiting department on staffing strategies and hiring decisions based on full time equivalency • Managed, coached and motivated a staff of 4 call center schedulers and 3 dialer analcall volume and adjusting staffing levels as needed • Utilized Totalview IEX and Lucent / Avaya CenterVu Supervisor to monitor agent's adherence and performance for approximately 250 representatives • Partnered with Human Resources Recruiting department on staffing strategies and hiring decisions based on full time equivalency • Managed, coached and motivated a staff of 4 call center schedulers and 3 dialer analcall center schedulers and 3 dialer ancenter schedulers and 3 dialer analysts