Call Center Queue Specialist

3 weeks ago

Grand Rapids, United States Chervon North America Full time

Chervon is one of the world’s largest power tool and lawn and garden equipment manufacturers with a rich history of innovation. Chervon’s commitment to build a better world by building better tools is evident in the products we manufacture and our green approach to manufacturing. We focus on hand-held portable power tools, stationary bench tools, laser and electronic equipment and outdoor power equipment. With world-class R&D, manufacturing, design, marketing, sales, and service teams throughout the world, we do it all. Summary of Responsibilities We are seeking a highly organized and detail-oriented Contact Center Queue Specialist to join our dynamic team. The ideal candidate will be responsible for efficiently managing and optimizing call queues to ensure a smooth and seamless customer experience. The Contact Center Queue Specialist will collaborate with various teams to implement strategies for reducing wait times, improving customer satisfaction, and enhancing overall operational efficiency. Duties and Responsibilities Queue Management Monitor and manage inbound call queues to ensure timely and effective handling of customer inquiries. Utilize call routing and queuing software to optimize resource allocation and minimize wait times. Analyze historical data to identify trends and make proactive adjustments to queue configurations. Performance Analysis Track Service Level Agreements (SLAs) related to queue performance, such as average handle time, wait time, and abandonment rate. Generate regular reports to assess the effectiveness of queue management strategies and propose improvements. Collaboration Work closely with the Customer Service management team to align queue configurations with staffing levels and scheduling requirements. Collaborate with customer service representatives, supervisors, and other relevant stakeholders (internal, 3rd party, in office and remote) to address queue and agent performance related issues. Continuous Improvement Identify opportunities for process improvement and automation to enhance overall contact center efficiency. Implement and test new strategies to optimize queue performance and reduce customer wait times. Agent Scheduling Support Assist in developing flexible scheduling strategies to accommodate changing call volumes and ensure adequate agent coverage. Reporting for Forecasting Generate and analyze reports to provide insights into call volume patterns and trends. Support forecasting efforts by providing accurate and timely data related to call center performance. Collaborate with the management team to identify areas for improvement and implement data-driven strategies. Collaboration and Management Support of Software Providers Work closely with software providers to ensure the effective implementation and maintenance of call center technology. Provide feedback and insights to software providers to enhance the functionality and performance of call center software. E ducation and Experience Requirements Bachelor's degree in business, communications, or a related field (or equivalent work experience). Proven experience in a contact center environment, with a focus on queue management. Experience with Ring Central and Salesforce or other similar call center software programs. Familiarity with automatic call distribution (ACD) and interactive voice response (IVR) systems. Strong analytical skills with the ability to interpret data and make informed decisions. Excellent communication skills and the ability to work collaboratively with cross-functional teams. Detail-oriented and capable of managing multiple tasks simultaneously. Knowledge of customer service best practices and industry trends. Skills Proficiency in using contact center software and tools. Data analysis and reporting skills. Strong problem-solving abilities. Excellent communication and interpersonal skills. Time management and organizational skills. Adaptability and the ability to work in a fast-paced environment. Work Environment Chervon North America operates in a casual and fun environment. We offer a very competitive benefits package including health, dental, vision, short/long-term disability, life insurance, 401(k) and a competitive time off program. We think Chervon is a great place to work Be part of our new future Better Tools. Better World. Powered by JazzHR

  • Call Center Queue Specialist

    4 weeks ago

    Grand Rapids, United States Chervon North America Full time

    Chervon is one of the world's largest power tool and lawn and garden equipment manufacturers with a rich history of innovation. Chervon's commitment to build a better world by building better tools is evident in the products we manufacture and our green approach to manufacturing. We focus on hand-held portable power tools, stationary bench tools, laser and...

  • Call Center Queue Specialist

    2 months ago

    Grand Rapids, United States Chervon North America Full time

    Job DescriptionJob DescriptionChervon is one of the world’s largest power tool and lawn and garden equipment manufacturers with a rich history of innovation. Chervon’s commitment to build a better world by building better tools is evident in the products we manufacture and our green approach to manufacturing. We focus on hand-held portable power tools,...

  • Call Center Queue Specialist

    4 weeks ago

    Grand Rapids, United States Chervon North America Full time

    Chervon is one of the world’s largest power tool and lawn and garden equipment manufacturers with a rich history of innovation. Chervon’s commitment to build a better world by building better tools is evident in the products we manufacture and our green approach to manufacturing. We focus on hand-held portable power tools, stationary bench tools, laser...

  • Call Center Specialist

    4 weeks ago

    Grand Rapids, United States Lake Michigan Credit Union Full time

    Primary Location: Grand Rapids. Employee Status: full-time hourly. Estimated Hours/ Week: 38 Remote: No% of Travel for the Position: 0% What Youll Get: (note varied offerings based on role and hours) Weekly Pay Comprehensive Health & Wellness packag Specialist, Call Center Specialist, Call Center, Technology, Banking

  • Call Center Agent

    1 month ago

    Grand Rapids, United States Xtend Inc Full time

    POSITION SUMMARY The Member Services Representative Level 1 is responsible for providing day-to-day support for credit union members/callers via inbound & outbound services. This position is required to complete detailed notes when forwarding a request to the credit union either by account tracker or email. Requests able to be handled by a Level 1...

  • Call Center Agent

    1 month ago

    Grand Rapids, United States Xtend Full time

    Job DescriptionJob DescriptionPOSITION SUMMARYThe Member Services Representative Level 1 is responsible for providing day-to-day support for credit union members/callers via inbound & outbound services. This position is required to complete detailed notes when forwarding a request to the credit union either by account tracker or email. Requests able to be...

  • Contact Center Specialist

    6 days ago

    Grand Forks, United States Altru Health Full time

    Location: Altru Professional Center 4400 S. Washington St. Grand Forks, ND 58201 Pay Range: - Summary: The Contact Center Specialist is responsible for answering incoming calls for the contact center, responding to a variety of patient requests, and handling inquiries from providers and the hospital. The Contact Center Specialist ensures all calls are...

  • Call Center Agent

    4 weeks ago

    Grand Rapids, United States Xtend Full time

    POSITION SUMMARYThe Member Services Representative Level 1 is responsible for providing day-to-day support for credit union members/callers via inbound & outbound services. This position is required to complete detailed notes when forwarding a request to the credit union either by account tracker or email. Requests able to be handled by a Level 1...

  • Bilingual Call Center Representative

    1 month ago

    Grand Rapids, United States Xtend Full time

    Job DescriptionJob DescriptionPOSITION SUMMARYThe Member Services Representative is responsible for providing day-to-day support for credit union members/callers via inbound & outbound services. This position is required to complete detailed notes when forwarding a request to the credit union either by account tracker or email. Requests able to be handled by...

  • Patient Access Specialist- Call Center

    1 month ago

    Grand Rapids, United States Infusion Associates Full time

    **Job Title**: Patient Access Specialist **Department**: Patient Access **Location**: Grand Rapids, MI **FLSA Status**: Non-Exempt (Hourly) **Manager Title**: Patient Access Team Lead **About Us**: Infusion Associates is private equity backed multi-specialty infusion provider group with multiple sites across the Midwestern United States poised for rapid...

  • Call Center Agent

    1 month ago

    Grand Rapids, United States CU* Answers Full time $14 - $15

    Call Center Agent - Second ShiftPOSITION SUMMARY:The Member Services Representative is responsible for providing day-to-day support for credit union members/callers via inbound & outbound services. This position is required to complete detailed notes when forwarding a request to the credit union either by account tracker or email. Requests able to be handled...

  • Parts Specialist

    3 days ago

    Grand Rapids, United States Triad Service Center Full time

    Triad Service Center, is looking to fill the position of a Parts Specialist at our Grand Rapids branch located at 4550 40th St SE, Kentwood, MI 49512. Full time, Monday-Friday first shift position, 40hrs/week. Paid Weekly. The ideal employee must have strong mechanical knowledge and enjoys working in a fast-paced environment with strong computer skills....

  • Contact Center Specialist

    4 days ago

    Grand Rapids, United States CU*Answers Full time

    Job DescriptionJob DescriptionDescription:POSITION SUMMARYThe Contact Center Specialist has multi-faceted opportunities including, but not limited to, member support when new credit unions join on to our platform, contacting other businesses about new product offerings, and keeping consistent communication regarding existing product offerings. On occasion,...

  • Parts Specialist

    5 days ago

    Grand Rapids, United States Triad Service Center Full time

    Job DescriptionJob DescriptionTriad Service Center, is looking to fill the position of a Parts Specialist at our Grand Rapids branch located at 4550 40th St SE, Kentwood, MI 49512.Full time, Monday-Friday first shift position, 40hrs/week. Paid Weekly. The ideal employee must have strong mechanical knowledge and enjoys working in a...

  • Contact Center Specialist

    6 days ago

    Grand Rapids, United States CU*Answers Full time

    Description POSITION SUMMARY The Contact Center Specialist has multi-faceted opportunities including, but not limited to, member support when new credit unions join on to our platform, contacting other businesses about new product offerings, and keeping consistent communication regarding existing product offerings. The person in this position will present...

  • Contact Center Specialist

    4 days ago

    Grand Rapids, United States CU* Answers Full time $14

    POSITION SUMMARY:The Contact Center Specialist has multi-faceted opportunities including, but not limited to, member support when new credit unions join on to our platform, contacting other businesses about new product offerings, and keeping consistent communication regarding existing product offerings.  On occasion, the person may be asked to do some light...

  • Security Call Center Operator

    2 weeks ago

    Grand Rapids, United States DK Security Full time

    Overview DK Security is Michigan's fastest growing security company. Established in 1995, we began as an investigations firm and quickly expanded to provide uniform security, event staff security, loss prevention services, and much more based on the needs of our clients. DK Security can provide you an opportunity to grow, develop and meet new people in a...

  • Bilingual Contact Center Specialist

    4 days ago

    Grand Rapids, United States CU*Answers Full time

    Job DescriptionJob DescriptionDescription:POSITION SUMMARYThe Bilingual Contact Center Specialist has multi-faceted opportunities including, but not limited to, member support when new credit unions join on to our platform, contacting other businesses about new product offerings, and keeping consistent communication regarding existing product offerings.The...

  • Bilingual Contact Center Specialist

    4 days ago

    Grand Rapids, United States CU* Answers Full time $14

    POSITION SUMMARY:The Contact Center Specialist has multi-faceted opportunities including, but not limited to, member support when new credit unions join on to our platform, contacting other businesses about new product offerings, and keeping consistent communication regarding existing product offerings.  On occasion, the person may be asked to do some light...

  • Bilingual Call Center Representative

    3 weeks ago

    Grand Rapids, United States Xtend Inc Full time

    Job Type Full-time Description POSITION SUMMARY The Bilingual Call Center Representative/Member Services Representative (MSR) provides day-to-day support for credit union members/callers via inbound & outbound services. Requests able to be handled by an MSR will be done in the most efficient manner possible. This position requires taking complete, detailed...