Contact Center Operations Manager
7 days ago
We are seeking a highly skilled and detail-oriented Workforce Scheduling Analyst to join our team at USA Clinics Group. As a key member of our Contact Center support operations team, you will play a critical role in driving staffing and scheduling optimization, adherence, and reporting.
Key Responsibilities- Monitor and Analyze Real-Time Interaction Activity: Oversee and monitor real-time interaction activity across all call centers to ensure optimal performance.
- Ensure Schedule Adherence and Productivity: Ensure schedule adherence and productivity targets are achieved while proactively identifying trends and risks.
- Make Data-Driven Staffing Adjustments: Make necessary staffing, workload, skilling, and resource adjustments to ensure key metrics, targets, and KPIs are exceeded.
- Build and Maintain Schedules: Build, publish, and maintain schedules to ensure optimization across the organization.
- Review and Report on Staffing and Scheduling Trends: Review and report on staffing and scheduling trends, both proactive and strategic.
- Monitor Daily and Intraday Trends: Monitor daily and intraday trends, including weather, attendance, technology, and other factors, to ensure proper tactical staffing adjustments.
- Monitor and Report on Agent Activity: Monitor and report on agent activity, schedule adherence, and productivity, including daily, weekly, and monthly findings.
- Ensure Contact Center Tasks are Up-to-Date: Ensure Contact Center tasks are up to date and reach out to task owners for updates as needed.
- Research and Analyze Data: Research, analyze, identify, and evaluate data from assigned tasks to evaluate existing and potential trends and issues, and recap for leadership.
- Develop and Update Documentation: Research, create, document, and update comprehensive documentation, project plans, and reports.
- Develop Workforce Management Policies and Procedures: Develop and define Workforce Management policies and procedures in calibration with leadership.
- Intermediate MS Excel and PowerPoint Skills: Possess intermediate skills in MS Excel and PowerPoint.
- Highly Analytical: Be highly analytical and detail-oriented.
- Highly Motivated: Be highly motivated and able to work independently with minimal supervision.
- 1+ Year Workforce Management Experience: Have at least 1 year of experience in Workforce Management, including real-time, scheduling, or forecasting.
- Bilingual in Spanish Preferred: Bilingual in Spanish is preferred.
- Health, Dental, Vision, PTO, and 401K: Enjoy a comprehensive benefits package, including health, dental, vision, PTO, and 401K with match.
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Contact Center Quality Assurance Manager
7 days ago
Northbrook, Illinois, United States USA Clinics Group Full timeJob SummaryWe are seeking a highly skilled Quality Assurance Specialist to join our Contact Center Support Team at USA Clinics Group. As a key member of our team, you will be responsible for ensuring the delivery of exceptional customer experiences through quality evaluations, coaching, and training.Key ResponsibilitiesQuality Evaluations: Conduct thorough...
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Northbrook, Illinois, United States USA Clinics Group Full timeJob OverviewThe USA Clinics Group is seeking a dedicated professional to join our Contact Center support operations team. In this role, you will collaborate closely with internal stakeholders to enhance staffing and scheduling efficiency, ensure adherence to service levels, and generate insightful reports. Your primary responsibility will be to guarantee...
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Call Center Operations Manager
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Northbrook, Illinois, United States USA Clinics Group Full timeJob SummaryUSA Clinics Group is seeking a highly skilled Call Center Operations Manager to join our team. As a key member of our operations team, you will be responsible for analyzing and improving contact center performance and metrics to support our internal and offshore strategies.Key ResponsibilitiesPerformance Analysis: Evaluate and enhance contact...
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Area Operations Manager
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Financial Operations Manager
5 days ago
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Sales Operations Supervisor
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Financial Operations Manager
7 days ago
Northbrook, Illinois, United States USA Clinics Group Full timeJob DescriptionThe USA Clinics Group is seeking a highly skilled Financial Operations Manager to join our team. As a key member of our senior leadership team, you will be responsible for overseeing the accounting team and providing strategic support to ensure the effective management of our financial operations.The ideal candidate will have a strong...
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Sales Operations Team Leader
1 week ago
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