Call Center Representative

• Support customers by answering inbound calls related to employee and retiree annuity benefits.
• Assist callers with retirement-related inquiries, benefit information, and general questions regarding their benefits.
• Manage a steady call volume while actively listening, navigating multiple systems, and providing accurate and timely resolutions.

Bilingual Benefits Call Center Representative

• Partner with leadership to understand current customer experience and adjust staffing to improve customer experience.
• Create and maintain schedules for Customer Service staff to ensure optimal coverage for service level goals.
• Coordinate with appropriate staff and departments to schedule training, meetings and other events into the workforce management system.
• Administer staff scheduling needs and time off requests in a fair and consistent manner.
• Monitor call center activity and make recommendations for immediate changes to ensure call center coverage meets customers' needs.
• Monitor and record all exceptions to planned schedules to provide current analysis.
• Advise Call Center Management of expected performance concerns and recommend solutions.
• Create and distribute ad hoc reports as needed to analyze trends.

Call Center Representative jobs in Alaska

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Bilingual Benefits Call Center Representative

Call Center Analyst, Workforce Management