Call Center Representative

• 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

Senior Consultant – Contact Center

• Responsible for leading and developing a fast-paced customer service and dispatch support team
• Oversee a team of Contact Center Representatives responsible for inbound call handling, service request intake, customer communication, and ticket management within ServiceNow
• Serve as the primary point of contact between the Contact Center and other internal departments including Operations, Accounting, Technical Support, Project Management, and Sales
• Supervise, mentor, and lead a team of Contact Center Representatives
• Manage 5-9 Contact Center Representatives
• Hire, onboard, and train Contact Center staff
• Provide ongoing coaching, mentoring, and performance feedback
• Conduct regular one-on-one meetings and team meetings
• Monitor employee attendance, scheduling, and adherence to assigned shifts and break schedules
• Foster a positive, professional, and team-oriented work environment
• Address employee performance concerns
• Oversee daily Contact Center operations including inbound calls, email management, and service ticket intake
• Ensure accurate and timely entry of service requests into ServiceNow
• Monitor workload distribution and staffing coverage to meet business demands
• Develop and maintain operational processes and documentation
• Analyze trends and provide actionable feedback to team members

Contact Center Manager

• Oversee day-to-day call center operations supporting Illinois and Wisconsin markets.
• Lead and manage an in-office team based in Oak Brook, IL.
• Develop and implement processes to enhance the customer experience and operational efficiency.
• Identify staffing needs; recruit, hire, and onboard Customer Service Representatives (CSRs).
• Forecast call volume trends based on seasonality (e.g., weather patterns) to ensure proper staffing.
• Manage processes across multiple lead channels, ensuring timely and effective follow-up.
• Build and maintain a high-performing, engaged team culture that improves Employee Net Promoter Score (eNPS).
• Foster a positive environment by incorporating engaging and team-building activities into the workplace.
• Train, coach, and manage CSRs to deliver high performance.
• Ensure achievement of key performance indicators (KPIs), including: Average Speed to Answer (ASA), Booked per Call, % Abandonment, % Overflow, Membership sales.
• Manage CSR scorecards and continuously refine KPIs to drive both service quality and revenue growth.
• Resolve and de-escalate complex customer concerns beyond CSR scope.
• Review and optimize processes for handling customer escalations.
• Partner with General Managers and stakeholders to ensure timely resolution and drive first-call resolution wherever possible.
• Lead change management initiatives to support adoption of new processes, technologies, and service strategies.
• Collaborate with cross-functional teams to implement and optimize improvements within the contact center.
• Analyze performance data and customer trends to recommend actionable improvements.
• Design innovative call flows and overflow strategies.
• Identify and execute revenue-generating opportunities within the contact center.

Call Center Manager – Home Services

• Manage incoming inquiry calls of different levels of complexity, ensuring a positive customer experience
• 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 Centre Representative

• Serves as the Child Support Call Center Manager by planning, directing and evaluating the statewide Customer Service Call Center for the Child Support Services (CSS) program
• Serves as full line supervisor
• Evaluates and reviews Customer Service Call Center functions and performance standards through established program goals and objectives
• Implements and directs management studies
• Develops and maintains cooperative working relationships with other state, local and public agencies and with the Attorney General’s office and the legal community
• Plans and conducts monthly team meetings
• Performs other duties as required or assigned which are reasonably within the scope of the duties enumerated above

Child Support Call Center Manager

• Oversee and be accountable for Synchrony’s Contact Center Modernization (CCM) strategy, roadmap, delivery, and value realization
• Leverage Contact Center as a Service (CCaaS) to drive the transformation of legacy call center technologies and processes to a modern cloud-based contact center platform
• Serve as the executive program leader with a consumer-first mindset to deliver standout customer experiences and enhance frontline associate experiences
• Ensure modernization delivers a practical, intuitive, and scalable product grounded in servicing environments
• Translate insights into prioritized capabilities, partner on training/enablement, and adoption plans
• Drive the strategy, integrated planning, change management, risk and issues management, critical path, prioritization, and delivery of “epics” and capabilities
• Collaboratively execute on strategic groupings of multiple related capabilities that modernize the contact center
• Model a “listen, learn, and engage” approach—actively partnering across Operations, Technology, Product, Risk, Compliance, Training , HR , Workforce planning

SVP, Contact Center Modernization

• Project management including team leadership
• Compile specifications, requirements and other program specific documentation from the client
• Write creative copy for interactive voice response scripts
• Track and manage scope, schedule and costs for project implementation
• Manage tasks and deliverables from client to technical resources
• Review both new and existing IVR programs for script to system accuracy and effective sales approach
• Analyze client reports and make suggestions to optimize scripts and/or offers
• Identify potential application and process improvements
• Provide excellent customer service to internal and external clients
• Prepare monthly billing documentation
• Prepare documentation for client business reviews
• Develop monthly revenue projections for each client
• Perform other related duties and assignments as required and as assigned by supervisor or other management
• Ensure all policies and procedures are adhered to including, but not limited to Security, HR, Operations, etc., and that any known infractions are communicated to the proper management immediately

Contact Center Account Manager

• Responding to high volume of inbound client/customer requests
• Providing information, processing customer profile changes, directing requests to other teams
• Researching and resolving customer inquiries and escalations
• Retaining clients at risk of terminating
• Coordinating with internal departments to resolve issues
• Documenting customer interactions in appropriate systems
• Participating in departmental/interdepartmental projects

Call Center Representative – III

• Foster stronger client relationships to drive successful outcomes
• Mentor junior staff to develop their skills and capabilities
• Analyze and implement process improvements for better effectiveness
• Collaborate with stakeholders to design impactful omnichannel strategies
• Maintain elevated standards of project delivery and client satisfaction
• Utilize diagnostic insights to inform strategic decision-making

Senior Associate, Contact Center Transformation

• Manage a high volume of inbound and outbound calls
• Provide exceptional customer service
• Schedule patient appointments accurately using the organization's EMR system
• Assist patients in rescheduling or canceling appointments
• Verify and update patient demographic and insurance information
• Document all patient interactions and maintain accurate call records
• Collaborate with clinical staff and other departments to ensure a seamless patient experience
• Follow HIPAA regulations to maintain patient confidentiality and data security

• Responsible for engaging with prospective clients with the goal of setting appointments for the sales team
• Be a subject matter expert and be able to communicate the value of company products and services to help educate prospective clients
• Handle a high volume of inbound/outbound calls and meet performance goals of converting calls to appointments
• Follow the designated sales process for appointment setting including confirming full and accurate client information
• Ensure all activity and information is accurately logged in CRM
• Provide a high level of customer service to ensure each prospective client and potential customer has a positive experience with Bath & Cabinet Experts

Call Center Representative – Outbound Appointment Setter

• Responding to high volume of inbound client/customer requests and inquiries
• Providing information and processing basic customer profile changes
• Gathering information and making appropriate decisions focusing on the first call resolution
• Documenting customer interactions in the appropriate systems
• Researching and resolving complex customer inquiries and escalations
• Retaining clients at risk of terminating
• Coordinating with internal departments as necessary

Call Center Representative III

• Conduct outbound calls to patients that qualify for adherence-based programs, ensuring timely and consistent communication
• Address patient concerns, troubleshoot issues, and provide appropriate resolutions, ensuring patient satisfaction and program success
• Identify clinical support needs and escalate calls to Pharmacists on the team to further discuss concerns
• Use CVS Procedures and guidelines to handle patient prescription requests within HIPAA guidelines
• Utilize computer systems, software, and databases to accurately record patient information and interactions
• Maintain confidentiality and adhere to all relevant patient privacy regulations and company policies during all interactions and data handling processes
• Collaborate with cross-functional teams to identify areas for program improvement
• Identify and communicate issues to senior level staff as appropriate

Tech, RX Call Center

• Oversee Synchrony’s Contact Center Modernization strategy, roadmap, delivery, and value realization
• Drive AI-powered transformation including intelligent self-service and agent assist
• Modernize omnichannel customer engagement across voice, IVR, chat, SMS, and messaging
• Deliver measurable results across customer experience, agent productivity, operational robustness, and cost efficiency
• Define and execute Synchrony’s enterprise Contact Center Modernization vision and roadmap

• Answer incoming calls promptly and professionally, addressing inquiries related to educational programs and services.
• Provide accurate and detailed information regarding admissions, financial aid, and course offerings.
• Assist with the scheduling of campus tours and informational sessions for prospective students.
• Maintain detailed records of calls and follow up as necessary to ensure guest satisfaction.
• Collaborate with team members and management to meet and exceed customer service metrics.
• Handle customer complaints and inquiries with professionalism, resolving issues in a timely manner.
• Stay updated on university programs and policies to provide accurate information to callers.

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