Keystone Advisors

Call Center Representative

• Provide strategic and operational leadership for the Customer Service, Telesales, Sales, and Retention departments within the company.
• Oversee day-to-day contact center performance, ensuring alignment with company goals, client expectations, and service standards.
• Drive a culture of accountability, professionalism, and customer-first service across all teams.
• Ensure high-quality customer interactions that reflect company values and compliance requirements.
• Monitor service metrics including first-call resolution, average handling time, customer satisfaction scores, and service level adherence.
• Develop programs that improve customer experience, engagement, and issue resolution efficiency.
• Implement quality assurance standards and coaching frameworks.
• Lead Telesales operations focused on achieving revenue targets and conversion goals.
• Support scripting optimization, objection handling strategies, and sales process standardization.
• Track sales funnel performance, call-to-sale ratios, and productivity metrics.
• Collaborate with training teams to improve sales effectiveness and agent confidence.
• Develop retention strategies to reduce customer churn and improve lifetime value.
• Analyze customer behavior, cancellation trends, and service feedback to identify retention opportunities.
• Implement proactive outreach and win-back programs where applicable.
• Supervise department managers, supervisors, and operational staff.
• Set performance expectations and conduct regular performance reviews.
• Promote employee engagement, professional development, and succession planning.
• Coach leadership staff to improve operational execution.
• Oversee workforce planning to ensure appropriate staffing levels across service, sales, and retention functions.
• Monitor utilization, productivity, and operational efficiency.
• Support recruitment, onboarding, and training initiatives.
• Design, document, and improve contact center workflows.
• Ensure projects are delivered on time, within specification, and under budget.
• Identify automation, system integration, and operational improvement opportunities.
• Maintain strong relationships with internal and external stakeholders.
• Support service-level agreements (SLAs) and contractual performance commitments.
• Participate in client meetings, reporting reviews, and operational governance discussions.
• Ensure adherence to healthcare, privacy, and regulatory requirements relevant to operations.
• Support audit readiness and documentation standards.
• Promote ethical sales and customer service practices.
• Review operational dashboards and business intelligence reports.
• Use data-driven insights to guide strategic and tactical decisions.
• Present performance updates to executive leadership.

Senior Director of Contact Center