Call Center Representative

• Supervise and lead the HR Generalist call center team to ensure efficient, accurate, and timely responses to employee inquiries.
• Actively answer calls in the HR call center to maintain service levels and stay at-tuned to frontline issues.
• Serve as the primary point of contact for escalated HR issues, providing resolution guidance and ensuring timely follow-up.
• Assist in the development, implementation, and revision of policies and procedures in alignment with New York CDPAP contract requirements.
• Ensure ongoing compliance with DOH and other applicable regulations.
• Collaborate with vendors to escalate and resolve issues, maintaining strong communication and tracking mechanisms.
• Partner with senior leadership to align HR practices with organizational goals.
• Provide coaching, identify training needs, and development opportunities to HR Generalists to enhance team performance.
• Work closely with L1 support to share best practices, SOPs and scripting when needed.
• Monitor HR metrics on Nexus and generate reports to support data-driven decision-making.
• Monitor and approve HR Generalists' timecards.
• Responsible for conducting annual performance reviews for the HR Generalists.

HR 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

• Serves as a first point of contact for customers by phone
• Answers incoming calls, assesses the urgency of the call, appropriately triages and directs all calls
• Schedules patient appointments, communicates and coordinates scheduling with clinical personnel

• Serve as the primary subject matter expert and point of contact for contact center telephony platforms (CCaaS), supporting VoIP systems, routing logic, and integrations
• Design, configure, and optimize inbound and outbound call flows, including agent and skill-based routing, queue management, and call distribution strategies
• Own and manage predictive and preview dialer strategies, including campaign setup, pacing optimization, and performance tuning
• Support and enhance IVR systems, including call flows, self-service options, and menu optimization to improve routing accuracy and reduce transfers
• Partner with business stakeholders to translate operational needs into technical solutions
• Troubleshoot system issues, lead root cause analysis, and implement long-term fixes to improve stability and performance
• Collaborate with Workforce Management and Operations teams to ensure alignment between staffing models and telephony configurations
• Identify opportunities for automation, system enhancements, and integration improvements across platforms (e.g., CRM, WFM, analytics tools)
• Maintain documentation of system configurations, processes, and best practices
• Stay current on industry trends, platform capabilities, and emerging technologies to continuously improve the contact center ecosystem
• Provide ad hoc support and training to internal teams as needed

Senior Call Center Administrator

• 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

• Responsible for resolving both internal and external complex customer inquiries via multiple customer support channels.
• Performs advanced problem solving and troubleshooting assistance on various customer software applications.
• Analyze customer requests and customer behavior for risk, makes independent decisions and provide risk appropriate solutions to customers across multiple subject matters.
• Develop and facilitate contact center training including but not limited to classroom or remote instructions.
• Complete account, product maintenance as well as complete high-risk monetary customer transactions.
• Responsible for creating a positive customer experience and representing the NBT brand and core values.
• The Contact Center supports customer inquiries through phone, message center, social media, e-mail, and other channels.
• The incumbent will support varied and complex customer inquiries through all channels.
• Supports consumer with all products.
• Effective customer service requires advanced knowledge of banking products and services required: loans, deposits, online & mobile banking, debit cards, and more.
• Ability to quickly assess complex situations, de-escalate, and identify alternative solutions is required.
• Advanced trouble shooting skills, awareness of frauds & red flags, and overall banking knowledge is necessary to make independent decisions and resolve customer concerns.

Contact Center Agent III

• 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

• Provides communication support services, including general clerical, general information, way-finding, technical support, provider/service referral, patient registration, and scheduling services
• Collects, assesses, submits, processes and updates sensitive and confidential information
• Resolves patient access issues within limits and works with confidential information from various business systems
• Answers large volume of inbound inquiries by phone, email, and other electronic interfaces
• Follows prescribed protocol and Standard Operating Procedures to schedule patient appointments, resolve patient issues, respond to patient/physician inquiries
• Determines when situations warrant contacting Administrators, on call physicians, Security or Public Relations
• Independently initiates outbound communications following prescribed protocol to achieve optimal patient access targets

• Serve as the primary point of contact for members, delivering exceptional service through inbound and outbound phone communications, email, and other digital channels.
• Provide prompt, professional, and courteous service to members through multiple communication channels.
• Build positive relationships with members by understanding their needs and delivering effective solutions.
• Resolve member inquiries accurately and efficiently.
• Assist members with account inquiries, balances, transaction history, and account maintenance requests.
• Process account transfers, stop payments, address changes, debit card requests, and other member service transactions.
• Assist members with online banking, mobile banking, bill pay, remote deposit capture, and other digital services.
• Troubleshoot access issues and provide guidance on digital banking features.
• Identify member needs through effective questioning and active listening.
• Educate members on Credit Union products and services.

• Analyze, manage and delegate daily workflow to and from external vendors
• Analyze and ensure vendor accuracy by reviewing and consolidating work product
• Communicate regularly with department leaders, subject matter experts, and quality teams
• Ensure adherence of regulatory and compliance mandates
• Work with Information Technology to define business requirements
• Administer daily oversight and resolution of issues affecting vendor user system access
• Participate as a liaison between department leaders and vendors
• Maintain accurate documentation of assigned and completed vendor work
• Identify new opportunities for vendor engagement

Vendor Partner Specialist – Contact Center Operations

• Demonstrate proficiency across all skilled call types, including membership services, ERS-related inquiries, and other applicable product offerings.
• Follow established call handling procedures, workflows, and system navigation standards on every interaction to ensure accuracy, compliance, and consistency.
• Utilize available resources and tools to effectively resolve member inquiries in a timely manner.
• Maintain minimal reported errors by adhering to required processes, documentation standards, and verification steps.
• Adapt efficiently to changes in call volume, call complexity, and system enhancements while maintaining quality performance.
• Consistently meet or exceed department standards related to schedule adherence, call availability, training participation, and overall productivity.
• Accurately manage break, lunch, and training times to ensure readiness to handle calls as scheduled.
• Follow all policies and procedures related to appropriate use of off queue and activity codes, timely return to queue after breaks or auxiliary activities, and call off notifications, PTO requests, and attendance expectations.
• Demonstrate accountability for time management and availability to support member demand.
• Educate members on AAA membership benefits, products, and services through needs-based conversations that add value to the interaction.
• Identify opportunities to promote additional AAA offerings, upgrades, or enhancements aligned with member needs.
• Confidently explain pricing, features, and benefits to overcome objections and drive informed purchasing decisions.
• Close sales effectively and consistently meet or exceed outlined departmental Sales per Call goals.
• Inform members of the benefits and convenience of automatic renewal through Convenience Billing to support member retention and uninterrupted service.
• Clearly explain billing options, enrollment steps, and account management details.
• Ensure billing discussions are accurate, transparent, and compliant with established policies.
• Demonstrate AAA Core Values in every interaction through professionalism, empathy, and respect.
• Resolve member concerns effectively using problem-solving skills and first contact resolution whenever possible.
• Actively listen to member feedback and escalate concerns appropriately when necessary.
• Maintain strong product and service knowledge to deliver accurate information and high-quality.

Call Center Membership Representative

Call Center Membership Representative – Buffalo/WNY Region

Call Center Membership Representative – Remote, Rochester/Finger Lakes Region

• Assist members with their Credit Union needs over the phone and explain products and services.
• Open new accounts and process loan requests.
• Respond to problems and make recommendations to satisfy member needs.
• Direct members to the appropriate individuals as needed.
• Attain established goals for cross selling credit union products and services.
• Maintain confidentiality and comply with MHV's policies and procedures.
• Maintain productivity standards in support of department goals regarding service levels and speed.
• Process member transactions with minimal errors and demonstrate sound judgment when making decisions.
• Maintain an acceptable attendance/punctuality record and adapt to work schedule changes as needed.

Contact Center Advisor

• Monitor and evaluate customer calls, written inquiries, and chat interactions using established quality standards and approved evaluation forms
• Complete accurate quality reviews by documenting scoring decisions, required comments, supporting references, flags, remarks, and submission steps
• Provide timely coaching to associates, including reinforcing expectations, explaining scoring decisions, and addressing performance gaps below established thresholds
• Conduct recurring one-on-one coaching sessions with assigned associates to review results, discuss trends, answer questions, and support performance improvement
• Partner with frontline leaders to review team quality scores, recurring trends, repeated opportunities, and recommended coaching or remediation actions
• Participate in calibration sessions with quality peers and managers to promote consistent scoring, shared interpretation of standards, and alignment on evaluation expectations
• Analyze quality results to identify trends, process gaps, and development opportunities that support coaching, training, and operational improvement
• Maintain documentation, assignments, and supporting records in approved systems and shared repositories to ensure monitoring accuracy and reporting integrity

Contact Center Quality Analyst

• Confer with customers by telephone in a pleasant, professional and efficient manner to provide information about Amalgamated Bank’s products or services
• Use effective skills to handle certain telephone standards such as call transfers, taking messages, call backs, holds, interruptions, and unintentional disconnects
• Confirm customer information while maintaining confidentiality
• Issue customer refunds in accordance with procedures
• Fulfill customer service requests in accordance with policy and procedures
• Process stop-payments, order statement copies, checks and Debit/ATM cards for various products
• Instruct customers with using Online Banking and assist with consumer and business-related password resets
• Keep records of customer transactions or interactions, recording details of customer complaints, inquires, comments as well as actions taken
• Research and resolve customer questions, problems or service complaints via phone, email or chat
• Research and provide resolution for all bill-pay, person to person payments and mobile banking transactions
• Cross-sell products and services when appropriate or as directed
• Provide outbound acquisition, retention and referral support
• Serve as back-up/overflow to provide technical and operational call center support to business clients for Online, Mobile Banking, Remote Deposit Capture, and ABFast issues, by utilizing all prescribed means to research and ensure customer satisfaction
• Perform testing, as required, prior to system upgrades/releases
• Assist with new hire training and shadowing
• Perform other duties as directed

Senior Contact Center Representative

• Confer with customers by telephone in a pleasant, professional and efficient manner to provide information about Amalgamated Bank’s products or services
• Use effective skills to handle certain telephone standards such as call transfers, taking messages, call backs, holds, interruptions, and unintentional disconnects
• Confirm customer information while maintaining confidentiality
• Issue customer refunds in accordance with procedures
• Fulfill customer service requests in accordance with policy and procedures
• Process stop-payments, order statement copies, checks and Debit/ATM cards for various products
• Instruct customers with using Online Banking and assist with consumer and business-related password resets
• Keep records of customer transactions or interactions, recording details of customer complaints, inquiries, comments as well as actions taken
• Research and resolve customer questions, problems or service complaints via phone, email or chat
• Research and provide resolution for all bill-pay, person to person payments and mobile banking transactions
• Cross-sell products and services when appropriate or as directed
• Provide outbound acquisition, retention and referral support
• Serve as back-up/overflow to provide technical and operational call center support to business clients for Online, Mobile Banking, Remote Deposit Capture, and ABFast issues, by utilizing all prescribed means to research and ensure customer satisfaction
• Perform testing, as required, prior to system upgrades/releases
• Assist with new hire training and shadowing
• Perform other duties as directed

• 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

Call Center Representative jobs in New York

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HR Call Center Supervisor

Manager, Contact Center and Systems Operations

Call Center Representative

Senior Call Center Administrator

Retention Sales Representative – Call Center

Healthcare Call Center Representative

Bilingual Benefits Call Center Representative

Contact Center Agent III

Call Center Representative

Call Center Representative

Call Center Representative

Vendor Partner Specialist – Contact Center Operations

Call Center Membership Representative

Call Center Membership Representative – Buffalo/WNY Region

Call Center Membership Representative – Remote, Rochester/Finger Lakes Region

Contact Center Advisor

Contact Center Quality Analyst

Senior Contact Center Representative

Senior Contact Center Representative

Senior Consultant, Contact Center Transformation