Qualfon

Business Development Rep

• Own new-logo revenue targets within the Tech, Media, Communications vertical
• Build and manage a robust pipeline of qualified prospects through outbound prospecting
• Identify target accounts across CX, Tech and Sales with BPO/CX outsourcing needs
• Represent Qualfon at industry conferences and trade shows (e.g., CCW)
• Develop and execute account-based sales strategies for high-priority prospects
• Lead the full sales cycle from initial outreach through contract signature
• Partner with Solutions and Delivery teams to shape compelling proposals
• Negotiate commercial terms, pricing structures, and contract frameworks
• Build multi-year growth narratives and business cases for C-suite buyers
• Build and maintain executive-level relationships with prospective client stakeholders
• Act as a trusted advisor by understanding prospects' business goals
• Lead strategic discovery sessions and executive-level pitch presentations
• Act as the internal "quarterback" for new deal pursuits, aligning stakeholders across teams
• Drive urgency and accountability across internal teams to meet client timelines

Vice President, Business Development – Tech, Media, Communications

Ecommerce

• Drive new-logo revenue growth by identifying, pursuing, and closing new BPO/CX partnerships within Retail and E-commerce companies
• Own the full sales cycle — from prospecting and pipeline generation through solutioning, proposal development, and contract close
• Partner closely with Solutions, Delivery, Marketing, Finance, and Executive Leadership to build compelling, compliant, and commercially sound offers
• Represent Qualfon at industry conferences, trade shows, and networking events

Vice President, Business Development – Retail, E-commerce

Customer Support

• Respond to inquiries via inbound and outbound service; telephone interactions to address a variety of customer inquiries in a consistently polite manner
• Main type will be handling basic Eligibility and Benefits questions to dental Providers
• Forwarding specific inquiries as directed for priority resolution
• Documenting each encounter/resolution in the computer tracking system
• Strong capacity to retain information
• Aptitude to deliver on all customer requests/concerns with a friendly and professional demeanor.
• Enjoy working in a fast-paced, and at times, hectic environment while maintaining a professional attitude
• Self-motivated and able to work independently and adhere to assigned schedule with minimal assistance
• At ease with multi-tasking in several computer applications at once while holding a conversation with a customer.

Seasonal Customer Service Representative

Insurance

• Answering inbound phone helping individuals in understanding their coverages and selecting the right products, services
• Making outbound calls to follow up with customers
• Demonstrating compassion when assisting individuals
• Building customer relationships, earning their loyalty and trust
• Assist with workflow of applications for Medicare consideration answering questions as it relates to policies

Seasonal Licensed Health Insurance Agent

Licensed Health Insurance Agent

Software Engineer

• Identify Improvement Opportunities
• Assist process owners in identifying improvement opportunities.
• Contextualize and conceptualize objectives and needs within the framework of:
• Mission Statement
• Mission Leader role definition
• STRIDES values
• Manage Operational Information
• Work with business teams, leveraging technology as needed.
• Assist process owners in improving current processes and resolving process-related issues.
• Conduct meetings, collect data, analyze information, and document processes.
• Study and improve existing processes.
• Provide education to standardize terminology across areas, departments, and geographic locations.
• Process Workshops Facilitation
• Lead process redesign workshops.
• Facilitate process mapping and business process reengineering.
• Document objectives, analysis, and conclusions.
• Provide training on process improvement tools.
• Assist in documenting policies and procedures resulting from improved processes.
• Support presentations of improved processes to stakeholders for discussion.
• Executive and Client Support
• Support executives responsible for strategic client relationships on process optimization initiatives.
• Present process improvement initiatives and results to clients at executive levels.
• Monitor, assess, and recommend solutions for both transactional and strategic issues, including those beyond the scope of work.
• Develop strong line management relationships to ensure alignment with business objectives.
• Build strong client relationships based on trust and confidentiality.
• Audits and Assessments
• Perform moderately complex audits and assessments of internal processes to ensure compliance.
• Conduct audits related to:
• Newly hired employees
• Technology management
• Project and program management
• Supplier management
• Draft audit reports and present issues with practical cross-functional solutions.
• Complete assigned audits within budgeted timelines.
• Identify emerging risks and recommend improvement solutions.
• Contribute to audit process improvements, including automated routines.
• Apply internal audit standards, policies, and regulations.
• Continuously plan for future quality department operations and procedural improvements.

Senior Analyst, Process Optimization Engineering

Analyst

• Identify Improvement Opportunities
• Assist process owners in identifying improvement opportunities
• Manage Operational Information
• Conduct meetings, collect data, analyze information, and document processes
• Facilitate process redesign workshops
• Support presentations of improved processes to stakeholders for discussion
• Support executives responsible for strategic client relationships on process optimization initiatives
• Perform moderately complex audits and assessments of internal processes to ensure compliance.

Senior Analyst, Poet

• Support customers via phone and email with new policy quotes and billing inquiries.
• Process endorsements, cancellations, and coverage updates with precision.
• Navigate underwriting questions and help clients understand their protection.
• Ensure all transactions meet industry regulations and internal quality standards.

Property & Casualty Insurance Licensing Program

Agent

• Engage with members via phone, email, and other channels to assist with quotes, new policies, billing inquiries, underwriting questions, and policy changes.
• Build rapport and trust by asking thoughtful questions, understanding member needs, and offering accurate solutions to minimize transfers and escalations.
• Process insurance transactions such as endorsements, cancellations, and coverage updates while ensuring compliance with industry regulations and internal policies.
• Collaborate with insurance carriers and internal teams to resolve issues and provide timely, accurate information.
• Maintain required certifications and actively pursuing opportunities to grow product knowledge.
• Meet performance metrics related to service quality, responsiveness, and member satisfaction.

Licensed Property & Casualty Agent

General

• Reports Deliver hourly, daily, weekly, and month-to-date reports as required.
• Analyze forecasts and identify deviations for the previous day and current day.
• Determine root causes of misses and variances.
• Ensure report accuracy and efficiency; identify and fix errors.
• Provide real-time intraday analysis and reporting.
• Segment Entry Process real-time segment entry requests.
• Ensure all agent activities are properly accounted for using exception codes.
• Perform real-time segment updates for absences and off-phone activities.
• System Downtime Communication Communicate any system downtime to all stakeholders.
• Escalate system and tool issues to Qualfon and the Client.
• Provide timely, clear communication to Operations and Clients during downtimes.
• Document and send downtime summary reports.
• Intraday Staffing Management Monitor and manage intraday staffing levels for the program.
• Provide staffing updates to Operations at each interval during business hours.
• Manage staffing based on skill and organizational requirements.
• Monitor actual staffing versus scheduled staffing.
• Initiate overtime or off-phone activities as needed to meet weekly FTE requirements.
• ACD and Schedule Adherence Monitoring Monitor real-time ACD agent work state reports.
• Call out agents who are in non-adhering work states.
• Monitor and report schedule adherence performance to Operations Management.
• Manage auxiliary activities related to Verint schedule changes.
• Queue and Skill Management Run queue checks throughout the day to validate skill plans.
• Ensure queues are cleared by end of business hours.
• Accommodate skill change requests from Operations or the Client.
• Initiate skill changes as required.

Workforce Management Specialist II

• Schedule Generation and staffing analysis
• Facilitates Staffing Calls
• Schedule Management
• Workforce Scheduling Tool Utilization and Maintenance
• Trend Analysis
• Manage Agent Leaves
• Avaya Skill Set Audit

Senior Specialist, Workforce Management – Scheduler

• Uses workforce management software and call volume history to help manage intra-day staffing levels.
• Ensures that call center resources are scheduled and utilized to provide optimum service levels in all skill groups.
• Identifies and coordinates training needs for the training strategies to meet the call arrival patterns.
• Publishes schedules from the finalized shift bids and ensures all agents have correct number of hours and rest days.
• Creates monthly shift bids and distributes to Operations.

• Monitor and manage intraday staffing levels for Clients
• Updates Operations with staffing every interval during hours of operations
• Manages staff levels in both Miami and Atlanta servers based on skill/organizational requirements
• Monitors actual staffing versus scheduled staffing
• Initiates overtime offers if needed to meet weekly FTE requirements
• Monitor real-time ACD agent work state reports
• Calls out agents in non-adhering work states
• Monitors and sends schedule adherence performance alerts/reports to Operations
• Monitors client-approved discretionary activities within agent work states
• Manages auxiliary activities for any Verint-related schedule changes
• Ensures the split/skill assignment of all agents
• Runs split/skill checks at least twice daily to cross-reference with the existing skill plan from Account Management
• Accommodates split/skill change requests to the account’s Workforce
• Accommodate and perform requests and assignments as directed
• Completes requested assignments in a timely manner
• Ensures all provided information is correct

Operations

• Administer ITSM, ITAM, SAM, CMDB & Discovery Platforms
• Design and maintain CMDB architecture, data model & governance
• Configure discovery capabilities and application dependency mapping
• Oversee hardware asset lifecycle and manage inventory data
• Establish and maintain software asset records and licensing governance
• Implement integrations, automation, and reporting tools
• Coordinate with stakeholders on governance and process ownership

Vice President, Business Development – Tech, Media, Communications

Vice President, Business Development – Retail, E-commerce

Seasonal Customer Service Representative

Seasonal Licensed Health Insurance Agent

Seasonal Licensed Health Insurance Agent

Licensed Health Insurance Agent

Senior Analyst, Process Optimization Engineering

Senior Analyst, Poet

Property & Casualty Insurance Licensing Program

Licensed Property & Casualty Agent

Workforce Management Specialist II

Senior Specialist, Workforce Management – Scheduler

Senior Specialist, Workforce Management – Scheduler

Workforce Management Specialist II

Analyst II, Global Operations – ITAM, SAM, CMDB Administrator