Call Center Representative

• Efficiently and effectively train, develop and monitor overall performance of direct reports
• Actively monitor progress of direct reports and ensure team is trained to respond professionally, courteously, quickly and accurately to all inquiries from customers
• Works to resolve inquiries pertaining to the call centers and serves as a resource for the department
• Complete call coaching for all department employees eligible for call coaching program and facilitate results per department plan
• Monitor call centers daily and make scheduling, timing and/or administration recommendations to management accordingly
• Demonstrate ability to interpret policy provisions for all active policy types
• Execute in depth knowledge of all departmental processes relating to company procedures and facilitate consistent application throughout department
• Communicate effectively with both internal and external customers
• Take a proactive lead role in the daily workflow of the teams
• Provide strong leadership and set a professional example for direct reports
• Foster communication to maintain positive, professional relationships with direct reports
• Proactively look for continued ways to improve efficiencies within the department
• Efficiently process service requests from assigned work queue as necessary
• Attend, participate and present as assigned for team and department meetings
• Identify needs of our customers and take appropriate escalation action
• Efficiently and effectively intervene and appropriately research any product related problems that may arise within the teams
• Act as a liaison between direct reports and management
• Recommend, manage and handle special projects as needed
• Participate in interview and hiring process of applicants for open positions
• Assume additional responsibilities as needed in the absence of departmental management and/or other supervisor

Call Center Supervisor

• 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 the daily operations of assigned clients and/or business segments
• Monitor the productivity of the team and create improvement plans
• Ensure teams attain their monthly production goals
• Mentor team members with feedback and conduct performance reviews
• Achieve all Client Service Level Agreements of assigned clients

• Lead a consumer telesales organization to exceed customer experience objectives and manage people effectively.
• Analyze data to develop and implement strategies that drive revenue generation and continuous improvement.
• Direct daily activities and execution of call centers and vendor operations to achieve revenue goals and reduce expenses.
• Implement strategic policies and develop innovative initiatives for technology, corporate compliance, training, and workforce planning.
• Collaborate with various business areas to drive strategic alignment, manage change, and maintain strong domestic and international vendor relationships.

Manager, Sales Loyalty – Bilingual Call Center

• Responding to high volume of inbound client/customer requests
• Providing information and processing customer profile changes
• Documenting customer interactions
• Researching and resolving complex customer inquiries
• Determining root cause and resolving client/customer issues
• Serving as a team resource and mentor for new hires

Call Center Representative – Senior

• 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

• receive all inbound and outbound calls for potential disability clients
• perform general office clerk duties (i.e., check email and Chat communication consistently)
• ask questions verbatim from a script to confirm eligibility for the potential client
• respect client confidentiality
• comfortable taking repetitive, back-to-back calls every work day
• flexibility to change work hours based on company needs
• performs other related duties as assigned

• Supports communication needs of Medical Center staff and patients
• Directs telephone traffic efficiently and courteously
• Provides paging services for emergencies

• Lead a consumer telesales organization to exceed customer experience objectives and manage people effectively.
• Analyze data to develop and implement strategies that drive revenue generation and continuous improvement.
• Direct daily activities and execution of call centers and vendor operations to achieve revenue goals and reduce expenses.
• Implement strategic policies and develop innovative initiatives for technology, corporate compliance, training, and workforce planning.
• Collaborate with various business areas to drive strategic alignment, manage change, and maintain strong domestic and international vendor relationships.
• Oversees entry to mid-level sales employees, responsible for assigning tasks, implementing sales plans and adherence to company policies.

Manager, Sales – Bilingual Call Center

• 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

• Process clients’ first notice of loss claim reports received through Zurich’s phone & non-phone reporting options in a timely and accurate manner
• Resolve complex claims inquiries and problems, judging when to pass complex queries on to or involve others to provide an effective service and clear advice to colleagues and customers
• Liaise with internal and external clients to exchange information, clarify facts, and resolve queries and/or problems efficiently
• Provide feedback and recommendations to the team to improve the quality of customer care
• Follow procedures to ensure adherence to the company’s risk and compliance policies

Claims Call Center Representative

• Handle incoming and outgoing Proxy Solicitation and Information Agent calls.
• Handle a large volume of calls from an automated dialer.
• Manual research of contact information for shareholders.
• Solicit shareholder votes and accurately record voting instructions.
• Respond to shareholder inquiries using fact sheets and materials provided.
• Maintain an updated call center database by entering information.
• Produce results and maintain required performance metrics.

Bilingual Call Center Representative

• Field inbound calls for refill requests, investigate the status of refills, and fulfill medication renewal requests as indicated
• Contacts patients and assists/reminds them in obtaining refills on their medications from their respective pharmacy, whether it be retail, independent or mail-order pharmacy.
• Make outbound calls to pharmacies on behalf of the patient when needed
• Responsible for 40-50 calls per day volume inbound and/or 60-80 calls outbound
• Coordinate with center care teams to overcome identified barriers that prevent patients from receiving refills
• Utilize electronic medical record platform to send requests and updates to field care teams
• Document clear and precise information into applicable electronic platforms
• Capture and document all patient requests prior to ending the call
• Monitor the CareReq queue to ensure the completion of any open requisitions
• Arrange transportation for center visits
• Schedule off-cadence or requested patient appointments
• Utilize triage nurse line, using warm transfers, when needed for acute healthcare concerns
• Execute prescription requests according to up-to-date process standards and policies
• Engage with patients in an environment free from background distractions that supports a private home office that ensures patient information is protected
• Meet and exceed departmental metrics; stay informed of changes and updates to department metrics
• Responsible for maintaining licensure and certification
• Complete all Continuing Education expectations
• Other duties as assigned

Call Center Pharmacy Technician – Level 1

• Handle requests from participants, financial advisors, and plan administrators
• Provide explanations regarding benefits and plan provisions
• Process financial and non-financial transactions timely and accurate
• Maintain confidentiality and keep department, client and participant HIPAA compliant

• Support the design and implementation of conversational AI solutions across voice and digital channels, including intent modeling, dialog design, service journeys, and self‑service automation
• Contribute to product management activities for AI‑enabled service capabilities, including roadmap development, backlog definition, and feature prioritization
• Assist in delivering AI‑powered agent assist and modern agent desktop experiences that integrate real‑time knowledge retrieval, customer context, workflow orchestration, and recommendations
• Collaborate with cross‑functional teams across strategy, design, engineering, and data to deliver AI‑enabled contact center solutions from concept through deployment
• Participate in client workshops, solution design sessions, demonstrations, and research on emerging conversational AI and contact center technologies to inform solution development

Call Center Representative jobs in Illinois

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Call Center Supervisor

Manager, Contact Center and Systems Operations

Call Center Supervisor

Manager, Sales Loyalty – Bilingual Call Center

Call Center Representative – Senior

Healthcare Call Center Representative

Bilingual Benefits Call Center Representative

Call Center Representative

Call Center Representative

Manager, Sales – Bilingual Call Center

Senior Consultant, Contact Center Transformation

Claims Call Center Representative

Bilingual Call Center Representative

Call Center Pharmacy Technician – Level 1

Call Center Representative

Senior Consultant – Contact Center