Current jobs related to Contact Center Operations Manager - Northbrook Illinois - USA Clinics Group

  • Call Center Operations Manager

    3 weeks ago

    Northbrook, Illinois, United States USA Clinics Group Full time

    Contact Center Performance Enhancement SpecialistAt USA Clinics Group, we are seeking a highly skilled Contact Center Performance Enhancement Specialist to join our team. This role is responsible for evaluating and enhancing contact center performance and metrics to support internal and offshore strategies.Data Management: The ideal candidate will source and...

  • Call Center Operations Manager

    2 months ago

    Northbrook, Illinois, United States USA Clinics Group Full time

    Job 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...

  • Contact Center Quality Assurance Specialist

    4 weeks ago

    Northbrook, Illinois, United States USA Clinics Group Full time

    Job OverviewWe are seeking a highly skilled Quality Assurance Specialist to join our Contact Center Support Team. As a key member of our team, you will be responsible for ensuring the delivery of exceptional customer experiences through random and targeted team member call quality evaluations.Key Responsibilities:Conduct thorough quality evaluations to...

  • Contact Center Quality Assurance Specialist

    2 weeks ago

    Northbrook, Ohio, United States USA Clinics Group Full time

    Key Responsibilities:Quality Assurance SpecialistAs a Quality Assurance Specialist in the Contact Center Support Team, you will work closely with internal stakeholders, vendors, and team members to ensure the delivery of an exceptional experience. Your role will involve ensuring customer interactions are delivered in the most effective manner through random...

  • Contact Center Quality Assurance Specialist

    3 weeks ago

    Northbrook, Ohio, United States USA Clinics Group Full time

    As a Quality Assurance Specialist, you will be part of the Contact Center Support Team, working closely with internal stakeholders, vendors, and team members to ensure the delivery of exceptional customer experiences.You will ensure customer interactions are delivered in the most effective manner through random and targeted team member call quality...

  • Call Center Operations Specialist

    3 weeks ago

    Northbrook, Illinois, United States USA Clinics Group Full time

    Job SummaryAs a Call Center Operations Specialist at USA Clinics Group, you will play a crucial role in analyzing and improving contact center performance and metrics. Your primary responsibilities will include evaluating and enhancing contact center performance and metrics to support internal and offshore strategies, sourcing and mining data to support...

  • Business Center Operations Manager

    3 weeks ago

    Northbrook, Illinois, United States PNC Full time

    Job SummaryWe are seeking a highly skilled Business Center Assistant Manager to join our Retail Branch organization in Northbrook, IL. As a key member of our team, you will be responsible for ensuring the operational soundness of the branch and team, maintaining security procedures, and adhering to compliance and regulatory guidelines.Key...

  • Call Center Operations Specialist

    4 weeks ago

    Northbrook, Illinois, United States USA Clinics Group Full time

    Job SummaryWe are seeking a highly skilled Call Center Operations Specialist to join our team at USA Clinics Group. In this role, you will be responsible for analyzing and improving contact center performance and metrics to support internal and offshore strategies.Key Responsibilities:Evaluate and enhance contact center performance and metrics to support...

  • Call Center Operations Specialist

    2 weeks ago

    Northbrook, Ohio, United States USA Clinics Group Full time

    Job DescriptionAt USA Clinics Group, we are seeking a skilled Call Center Operations Specialist to join our team. The ideal candidate will have a strong analytical mindset and excellent communication skills.Key ResponsibilitiesAnalyze and Improve MetricsEvaluate and enhance contact center performance and metrics to support internal and offshore...

  • Data Center Operations Specialist

    3 weeks ago

    Northbrook, Illinois, United States Onward Technologies Full time

    As a Data Center Operations Specialist at Onward Technologies, you will be responsible for the daily operation and maintenance of our data center infrastructure. Your expertise will be crucial in ensuring the smooth functioning of our hardware installations, network, and server systems.Key Responsibilities:Assist with hardware installations and troubleshoot...

  • Business Center Assistant Manager

    3 weeks ago

    Northbrook, Illinois, United States PNC Full time

    Job DescriptionPosition OverviewPNC is a leading financial institution that values its people as its greatest differentiator and competitive advantage. We strive to deliver exceptional customer experiences and foster an inclusive workplace culture where all employees feel respected, valued, and empowered to contribute to the company's success. As a Business...

  • Business Center Assistant Manager

    3 weeks ago

    Northbrook, Illinois, United States PNC Full time

    Job DescriptionAs a Business Center Assistant Manager at PNC, you will be responsible for leading a team of professionals in a retail branch setting. Your primary focus will be on ensuring the operational soundness of the branch, maintaining security procedures, and adhering to compliance and regulatory guidelines.Key Responsibilities:Manage the day-to-day...

  • Call Center Director

    3 weeks ago

    Northbrook, Illinois, United States USA Clinics Group Full time

    Key Responsibilities:As a Call Center Director at USA Clinics Group, you will be responsible for evaluating and enhancing contact center performance and metrics to support internal and offshore strategies. This includes sourcing and mining data to support strategic continuous improvement initiatives. You will also generate and distribute weekly work...

  • Business Center Assistant Manager

    3 weeks ago

    Northbrook, Ohio, United States PNC Full time

    Job Description:We are seeking a highly skilled Business Center Assistant Manager to join our team at PNC. As a key member of our Retail Branch organization, you will be responsible for ensuring the operational soundness of our branch and team.Key Responsibilities:Manage the maintenance of security procedures and ensure audit controls are followed.Support...

  • Business Operations Manager

    3 weeks ago

    Northbrook, Illinois, United States Astellas Pharma Full time

    Job Summary:Astellas Pharma Inc. is seeking a highly skilled Business Operations Manager to join our Clinical Operations Excellence team. As a key member of our team, you will be responsible for managing and leading the day-to-day operations within Study Start Up to ensure completion per established goals and objectives in compliance with applicable GCP/ICH...

  • Business Operations Manager

    4 weeks ago

    Northbrook, Illinois, United States Astellas Pharma Full time

    About the RoleAstellas Pharma Inc. is seeking a highly skilled Business Operations Manager to join our Clinical Operations Excellence team. As a key member of our team, you will play a critical role in ensuring the successful start-up of clinical trials.Key ResponsibilitiesManage and lead the day-to-day operations within Study Start Up to ensure completion...

  • Business Operations Manager

    4 weeks ago

    Northbrook, Illinois, United States Astellas Pharma Full time

    Job Title: Business Operations ManagerJoin Astellas Pharma as a Business Operations Manager and be part of a dynamic team that drives innovation in pharmaceutical development.About the Role:This is an exciting opportunity to work in a fast-paced environment, collaborating with cross-functional teams to develop and implement business processes that support...

  • Business Operations Manager

    3 weeks ago

    Northbrook, Illinois, United States Astellas Pharma Full time

    Job Summary:This role sits within Clinical Operations Excellence (COE) and serves as an expert in Study Start Up (SSU) activities and strategy, including the use of various clinical systems to enable consistent and compliant forecasting and data collection.The Business Operations Manager will represent Clinical Operations both early and late on...

  • Senior Operations Manager

    3 weeks ago

    Northbrook, United States Premier Beauty Supply Full time

    Senior Operations Manager - Northbrook, IL INNOVATION IS OUR SUPERPOWER. When Premier was founded in 1988, we wanted to give our customers a reason to do business with us, employees a reason to be part of our team, and manufacturers a reason to allow us to represent them in our marketplace. We strive to meet these goals and are proud to be among the largest...

  • Senior Operations Manager

    4 weeks ago

    Northbrook, United States Premier Beauty Supply Full time

    Senior Operations Manager - Northbrook, IL INNOVATION IS OUR SUPERPOWER. When Premier was founded in 1988, we wanted to give our customers a reason to do business with us, employees a reason to be part of our team, and manufacturers a reason to allow us to represent them in our marketplace. We strive to meet these goals and are proud to be among the largest...

Contact Center Operations Manager

2 months ago

Northbrook Illinois, United States USA Clinics Group Full time
About the Role

As a key member of the USA Clinics Group's Contact Center support operations team, you will work closely with internal stakeholders to drive staffing and scheduling optimization, adherence, and reporting. Your primary responsibility will be to ensure Service Level and Key Performance Indicators (KPIs) are achieved while developing solutions for mitigation, if needed.

Key Responsibilities
  • Oversee and monitor real-time interaction activity across all call centers to ensure optimal performance.
  • Ensure schedule adherence and productivity targets are met while proactively identifying trends and risks.
  • Make necessary staffing, workload, skilling, and resource adjustments to ensure key metrics and targets are exceeded.
  • Build, publish, and maintain schedules to optimize resource allocation across the organization.
  • Review and report on staffing and scheduling trends, both proactive and strategic.
  • Monitor daily and intraday trends, including weather, attendance, technology, and other factors, to ensure proper tactical staffing adjustments.
  • Monitor and report on agent activity, schedule adherence, and productivity, providing daily, weekly, and monthly findings.
  • Ensure Contact Center tasks are up-to-date and collaborate with task owners to obtain updates as needed.
Requirements
  • Intermediate MS Excel and PowerPoint skills.
  • Highly analytical and attentive to detail.
  • Highly motivated and able to work independently with minimal supervision.
  • 1+ year of Workforce Management experience in Realtime, Scheduling, or Forecasting.
  • Bilingual in Spanish preferred.