Call Center Representative

• Own national phone performance against OKR targets (answer rate, speed to answer)
• Manage bi-weekly phone data review cadence, partnering with Data Analyst to generate data insights
• Manage Contact Center platform administration and evaluate/implement changes to improve performance.
• Identify and resolve staffing gaps, escalation patterns, and training needs
• Partner with Regional Operation Leads on market-specific phone issues, including investigations that surface from complaints.
• Serve as point person for operational system changes impacting front desk/member services workflows (e.g., EHR rollout, new scheduling tools, navigator)
• Lead project management for assigned initiatives: timelines, stakeholder communication, training rollout
• Act as liaison between Ops, IT, and Clinical teams during implementations
• Collaborate with the Ops Analyst to document process changes and roll out training to Operations staff.

Manager, Contact Center and Systems Operations

• Oversee day-to-day operations and governance of the US Medical Contact Center vendor.
• Monitor vendor performance, KPIs, SLAs, and drive continuous process improvements.
• Ensure compliance with GCP, GVP, regulatory requirements, and audit readiness.
• Manage budgets, forecasting, resource planning, SOWs, and operational governance.
• Partner with internal stakeholders to align contact center strategy with evolving business needs.
• Lead digital transformation initiatives, including AI, automation, CRM optimization, and multi-channel engagement.
• Analyze operational metrics and implement strategies to enhance customer experience and operational efficiency.

Medical Contact Center Oversight and Strategy Lead

• Responsible for hiring, supervising, training, motivating, and developing staff on an on-going basis
• Responsible for the consistent monitoring of team members’ quality and service standards through regular QA evaluations
• Proactively monitors and upholds daily, weekly, and monthly service standards for member experience such as Average Speed of Answer, Service level and abandonment rate
• Maintains regular contact with team members regarding individual performance and overall department achievement of service and quality standards to provide coaching as necessary and recognize team and individual accomplishments
• Adheres to Credit Union policies, procedures while identifying and working to eliminate root causes of inefficiencies and formulating recommendations/feedback to management regarding operational policies and procedures
• Actively partners, collaborates, and communicates with other service departments to implement process and service improvements that will benefit the members and the team
• Assist in maintaining forecasting data and creating monthly schedules for the management team and all other units to ensure all communication channels are fully staffed and reduce flow out calls
• Responsible for collecting data for the regular reporting of agent productivity and department service levels
• Assist in the development, implementation and management of all job metrics related to various agent responsibilities including chats, e-mail, in-bound calls, and fulfillment responsibilities

Contact Center Team Manager

• Serve as the primary point of contact via telephone with customers
• Handle all call types and save/sell appropriate services to customers
• Achieve daily, weekly, and/or monthly sales and retention goals
• Understand the complete line-up of Vyve products and their value to the customer
• Answer inbound calls and perform at multiple task levels with computer and software applications for 8 to 10 hours per day

Retention Sales Representative – Call Center

• Handle telehealth-based phone calls and email inquiries.
• Answer questions about services, provider availability, insurance coverage, visit costs, etc.
• Assist patients in scheduling appointments for virtual consultations with healthcare providers.
• Provide technical assistance in enrolling, scheduling, joining telehealth visits, reviewing account information, etc.
• Investigate patient reports of incorrect costs, refund requests, insurance coverage, etc. and escalate cases to billing department.
• Gather patient feedback on provider quality, ease of use of self-service options, visit connectivity, etc.

Healthcare 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

• Assist members interacting with the credit union via phone, chat, secure messages and SMS.
• Ensure high levels of member satisfaction through excellent service.
• Perform teller functions for members (i.e., transfer funds between accounts and/or loan, stop payments, close and reorder debit cards, provide balances and transactions information, reissue and reset pin, process loan or credit card payments, etc.)
• Identify products/services that might be beneficial to members and provide them with information about our products/services and encourage them to upgrade their membership reward with SFCU (cross-telling/selling).
• Follow and achieve personal and department’s goals on a monthly, quarterly, and yearly basis.
• Perform outbound escalation calls to ensure members’ urgent needs are met within a timely manner.
• Resolve issues that may arise and anticipate the member’s needs and make the appropriate recommendations to help members avoid future issues in a polite and friendly manner.
• Cross-sell our various self-serve channels (online banking).
• Assist members in setting up and troubleshooting online services.
• Determine if direct assistance can be provided or connect the caller with the appropriate resource to address their need, minimizing the caller’s time and effort in resolving their concern.
• Answers questions and/or resolves complex problems on member accounts using all channels. This requires the ability to troubleshoot with the member online banking, mobile banking, bill payment services, and other methods of accessing credit union information.
• Must comply with applicable laws and regulations, including but not limited to, the Bank Secrecy Act, the Patriot Act and the Office of Foreign Assets Control.

Contact Center Specialist

• Provide knowledgeable responses to basic client questions; elevate more complex cases to appropriate staff as needed
• Put your skills to work to solve client problems, update account history and follow up with clients
• Adhere to the client’s SLAs and consistently meet production targets
• Collaborate with team members, management and clients to resolve client inquiries

Bilingual Members & Providers Call Center Agent

• Provide knowledgeable responses to basic client questions
• Elevate more complex cases to appropriate staff as needed
• Solve client problems, update account history, and follow up with clients
• Adhere to client’s SLAs and meet production targets
• Collaborate with team members, management, and clients to resolve inquiries

Bilingual Call Center Agent

• Responding to member telephone calls involving eligibility and benefit information
• Researching member calls/inquiries and responding in accordance with SLAs
• Documenting calls in a CRM ticketing solution
• Conducting outbound calls to members as necessary

• 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 Analyst, Workforce Management

• Provide support through inbound call handling.
• Verify caller and patient identity in accordance with client-approved authentication procedures prior to discussing any account or refund-related information.
• Assist callers in understanding the purpose of the refund initiative, the status of their refund and next steps based on client-approved workflows.
• Respond to patient inquiries using approved scripts, workflows, and escalation protocols.
• Accurately document all call interactions in client-designated systems, following training and documentation standards.

• Shape contact center transformation strategies that redesign service experiences, leveraging AI, automation, and omnichannel engagement to improve customer satisfaction and operational performance
• Conduct customer journey, call driver, and interaction analytics to uncover insights and identify opportunities for deflection, automation, and experience improvement
• Design future-state contact center operating models, integrating people, process, and technology with AI-driven decisioning and intelligent routing capabilities
• Lead and facilitate client workshops and stakeholder engagements, using data and GenAI-powered insights to align on transformation priorities and business outcomes
• Support the development of business cases and financial models, quantifying value from automation (e.g., virtual agents, IVR modernization, agent assist) and efficiency gains
• Contribute to AI-enabled service innovation, including conversational AI, agent copilots, knowledge management, and predictive service solutions
• Collaborate with cross-functional teams (design, data, engineering) to translate strategy into implementation roadmaps and scalable transformation programs
• Support business development efforts, crafting proposals and thought leadership around next-generation contact center solutions and AI-driven service transformation

Senior Consultant, Contact Center Transformation

• Dedicate time to research and implement best practices, fostering growth and excellence in our call center's approach to membership and insurance services
• Oversee and update databases pertinent to memberships and insurance, generating detailed internal and external reports
• Spearhead programs to uplift service delivery, member benefits, and performance
• Analyze workforce management data to identify trends, risks, and opportunities that impact service levels and operational efficiency
• Monitor daily staffing performance against forecasts and service targets, and recommend adjustments to improve productivity and customer experience
• Partner with operations leaders to understand business needs and translate them into workforce planning insights and staffing recommendations
• Build and maintain reporting dashboards and performance metrics related to staffing, occupancy, adherence, and service levels
• Conduct root-cause analysis on service level variances and workforce performance issues, providing actionable recommendations
• Collaborate with scheduling and real-time teams to optimize staffing coverage and ensure alignment with operational goals
• Identify opportunities to improve workforce management processes, tools, and reporting automation
• Present insights and recommendations to stakeholders in a clear and concise manner to support operational decision-making
• Ensure workforce management practices align with organizational policies, regulatory considerations, and service commitments
• Design and present management reports, ensuring leadership is equipped with the information they need to make strategic decisions
• Lead initiatives to refine and revamp processes, ensuring the call center stays ahead of industry standards
• Engage with different business units and external vendors on projects, ensuring cohesive operational alignment
• Serve as a key communication link between the call center, vendors, and other departments, ensuring smooth operation

Call Center Operations Analyst

• Operates multi-line telephone system to answer incoming calls and routes members to appropriate AMC personnel
• Schedules appointments, responds to questions, and documents each call within the electronic health record (EPIC) and/or email
• Inputs and provides information related to member’s accounts including demographics and billing/insurance information
• Able to work successfully in a fast pace, dynamic work environment while providing high quality customer service
• Ability to handle several tasks at the same time
• Must comply with all federal, state and local laws and regulations, and AMC policies
• Answers phones, routes calls, schedules patient appointments, and ensures that patient demographics and insurance information are accurate
• Discusses overdue payments with patients and tracks patient billing histories to identify outstanding balances
• Creates telephone encounters, messages, email, notations and assign properly to staff

Temporary Call Center Agent

• Architect, develop, and support cloud contact center solutions, including AWS Connect and related services
• Integrate and apply technologies such as AI, speech recognition, and voice biometrics to improve customer experience and operations
• Partner with cross-functional teams to define requirements, design call flows, and deliver omni-channel capabilities (email, chat, web, click-to-dial)
• Drive automation and analytics to strengthen reliability and insight (e.g., workforce tools, call recording, journey analytics)
• Maintain documentation, capture business processes, and create training materials to support ongoing delivery and support

Senior Unified Communications Contact Center Developer

• Answer calls of a specific or general nature; directing members to appropriate departments as needed
• Perform basic teller functions, including processing deposits, withdrawals, and loan payments
• Perform account maintenance activities, including closing accounts
• Open new membership and subsidiary accounts
• Cross-sell products and services
• Answer questions and resolve problems on products and operational procedures
• Act as backup for other positions as needed

Call Center Representative jobs in California

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Manager, Contact Center and Systems Operations

Medical Contact Center Oversight and Strategy Lead

Contact Center Team Manager

Retention Sales Representative – Call Center

Healthcare Call Center Representative

Bilingual Benefits Call Center Representative

Contact Center Specialist

Bilingual Members & Providers Call Center Agent

Bilingual Call Center Agent

Bilingual Call Center Agent

Call Center Analyst, Workforce Management

Call Center Representative

Senior Consultant, Contact Center Transformation

Call Center Operations Analyst

Temporary Call Center Agent

Senior Unified Communications Contact Center Developer

Contact Center Representative II