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

• Serve as a direct point of contact for individuals registering for disaster assistance.
• Conduct all calls with patience, tact, and courtesy to determine needs, and provide instructions and/or referrals.
• Enter information into Windows-based computer database as required, while following instructions and conducting a scripted interview.
• Provide phone numbers and agency referrals as necessary for applicable secondary support organizations and other assistance.
• Escalate dissatisfied callers to proper channels.
• Display excellent communication and customer service skills and exhibit a high level of professionalism in all communications, such as reading, writing, and speaking English fluently.

Bilingual Contact Center Agent, Spanish/English

• Perform outbound calls to obtain appropriate information and document accurately
• Responsible for answering in-bound calls and assisting customers with pharmacy related services
• Maintain strict professionalism in all communication methods while providing efficient, courteous, and friendly service
• Contact insurance companies for benefit investigation and coverage eligibility
• Provide prior authorizations and appeals support
• Assist patients with the enrollment process for manufacturer and non-profit organization copay assistance programs
• Update job knowledge by participating in educational opportunities and training activities
• Work efficiently both individually and within a team to accomplish required tasks
• Maintain and improve quality results by adhering to standards and guidelines by meeting quality standards set forth by program KPI’s
• Report ADE’s according to program policy and guidelines
• Adhere to all HIPAA guidelines

Bilingual Care Manager – Patient Support Call Center

• Provide courteous, prompt, and accurate responses to public inquiries in accordance with established protocols and procedures.
• Handle inbound inquiries via phone, email, and chat in a timely and professional manner.
• Share only approved and verified information and ensure all communications comply with program and company policies.
• Accurately document all customer interactions in the designated system for tracking and auditing purposes.
• Stay current on changes to procedures, FAQs, and program-related information.
• Collaborate with internal teams to escalate and resolve inquiries that fall outside standard support scope.
• Maintain confidentiality and follow all required data privacy and security guidelines during customer interactions.

Contact Center Rep – On-Call

• Lead the design and development of next-generation Contact Center Digital Engagement Services
• Build modern, cloud-native, event-driven platforms for customer interactions
• Translate business needs into scalable, high-throughput systems
• Design and develop contact center components using open-source communication frameworks
• Engineer IVR systems with speech recognition and conversational AI integrations
• Build APIs, microservices, and real-time processing capabilities
• Partner with platform engineering, QA, and operations to deliver secure, reliable solutions
• Play a key role in migrating legacy systems to open-source, cloud-native platforms
• Advance CI/CD, automated testing, and infrastructure-as-code practices

Principal Software Engineer, Contact Center Digital Engagement Services

• 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

• Perform outbound surveys from home with respondents and accurately record their answers in both Spanish and English
• Collect and record opinions on topics from politics to customer satisfaction and beyond
• Work as part of Dynata’s Virtual Call Center team as a bilingual part-time telephone interviewer

Virtual Call Center Agent – Bilingual, Spanish/English

• Join Dynata ’s Virtual Call Center team as a bilingual part-time telephone interviewer
• Perform outbound surveys from home with respondents
• Accurately record their answers in both Spanish and English
• Collect and record opinions of respondents to help clients make informed business decisions

• Responsible for managing inbound calls throughout your entire shift
• Effectively utilize multiple tools and more than ten systems to accurately and efficiently assist travelers
• Handle emails and process requests while multitasking in a fast-paced environment
• De-escalate challenging calls
• Collaborate with the team
• Support side projects that showcase leadership and drive continuous improvement
• Meet and maintain Service Level Agreement (SLA) targets by ensuring timely response, resolution, and overall service quality standards

Call Center Agent – Travel Benefits

• Communicate and connect with established and prospective CBN partners through ministering prayer using accepted biblical doctrine
• Share information about CBN and its affiliated ministries
• Encourage financial support
• Facilitate ministry activities and contribute to CBN’s Biblical mission to advance the Gospel of Jesus Christ worldwide

Bilingual Contact Center Representative

• Communicate and connect with established and prospective CBN partners through ministering prayer
• Share information about CBN and its affiliated ministries
• Encourage financial support for CBN
• Serve in ministry activities and contribute to CBN’s Biblical mission

Contact Center Representative – Full Time & Part Time

• 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 to confirm their inquiry or request is resolved
• Adhere to the client’s SLAs and consistently meet production targets
• Collaborate with team members, management and clients to resolve client inquiries; cross-train new resources in customer service processes
• Process client inquiries more efficiently and effectively by reviewing and recommending changes to procedures and workflow

Healthcare Contact Center Agent

• Administer and configure Five9 and other call center platforms
• Maintain and optimize IVRs, call queues, campaigns, dialing strategies
• Manage user provisioning, role assignments, phone numbers, and messaging flows
• Monitor and fine-tune call pacing, system performance, and platform reliability
• Resolve call center agent system issues while providing exceptional customer service
• Administer and support additional company phone systems
• Maintain expertise across supported call center platforms and integrations
• Contribute to system improvement projects, document Standard Operating Procedures (SOPs)

Junior Call Center Systems Administrator

• Manage the registration, scheduling, and rescheduling processes for new and existing patients.
• Ensure accurate record management by obtaining and communicating relevant patient information, such as identification, patient history, insurance details, missed appointment policy, therapist arrival instructions, and intake forms.
• Receive, screen, and coordinate telephone calls from healthcare providers.
• Proactively make outbound calls and send emails to patient leads.

Patient Onboarding Associate – Call Center, Part Time

• 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

• Make business to business sales calls
• Provide customer service support

Call Center Sales Representative

• Answer and track incoming calls
• Prepare and submit accurate, detailed reports in government systems
• Accurately record all details in accordance with procedures
• Conduct database and open-source research
• Route and escalate calls appropriately
• Other duties, as assigned

• Own and drive key call center performance metrics including lead transfer rate, contact rate, conversion rate, cost per transfer, agent productivity, and field agent satisfaction with lead quality.
• Establish, monitor, and continuously refine KPIs and performance standards for all levels of the call center including representatives, supervisors, and managers.
• Use data-driven analysis to identify performance trends, diagnose root causes of underperformance, and implement targeted improvement strategies.
• Develop and implement operational strategies to improve efficiency, optimize lead flow, and maximize the volume and quality of live lead transfers to field sales agents.
• Serve as the senior escalation point for complex operational issues, ensuring timely and effective resolution.
• Plan, create, and implement new strategies to improve production, process efficiencies, and reduce cost per transfer.
• Provide strategic and operational oversight of the end-to-end live lead transfer process, from inbound/outbound agent contact through successful handoff to field sales agents.
• Partner with lead vendors and field sales leadership to ensure lead source quality, consent compliance, and transfer readiness standards are consistently met.
• Monitor real-time lead flow, transfer queue performance, and agent availability to ensure SLAs and conversion targets are achieved.
• Evaluate and optimize dialer strategies, call routing logic, and representative scripting to maximize contact rates and transfer success.
• Collaborate with Workforce Management leadership to ensure staffing models are aligned with live lead volume patterns and campaign activity.
• Lead, coach, and develop a multi-tiered team of managers, supervisors, and representatives, fostering a high-performance, accountable, and engaged culture.
• Provide ongoing leadership development to call center managers and supervisors through regular performance conversations, coaching, feedback, and recognition.
• Oversee hiring, onboarding, and development of staff at all levels to ensure departmental goals are met efficiently and effectively.
• Develop and maintain succession plans to prepare high-potential employees for advancement and reduce the impact of turnover.
• Write and deliver annual performance appraisals for all direct reports.
• Collaborate with senior and executive leadership to align call center initiatives with organizational goals and strategic priorities.
• Participate in daily, weekly, monthly, and annual planning processes as appropriate and provide forward-looking workforce and capacity planning recommendations.
• Prepare and deliver presentations to Senior and Executive Management regarding call center performance, trends, and strategic insights.
• Manage the call center budget, forecasts, and resource planning to achieve cost-effectiveness without compromising sales performance or lead quality.
• Drive continuous process improvement through innovation, technology adoption, and call center best practices.
• Partner with cross-functional teams including IT, HR, Training, Workforce Management, and Quality Assurance to ensure operational readiness and alignment.
• Ensure the call center operates in full compliance with TCPA, FCC regulations, DNC requirements, and applicable state telemarketing laws, in close partnership with the TCPA Compliance Analyst, Compliance department, and Legal counsel.
• Oversee adherence to company policies, industry regulations, and consumer privacy requirements across all call center activities.
• Proactively identify and mitigate operational and regulatory risks associated with the live lead transfer program.
• Ensure all lead vendor relationships are managed in alignment with consent standards and contractual compliance obligations.
• Other related duties and responsibilities, as assigned.

Director, Sales Agent Contact Center

• Ensure all outbound and inbound call activities adhere to the Telephone Consumer Protection Act, including consent verification, calling time restrictions, and Do-Not-Call (DNC) list management.
• Review and audit live lead transfer processes to confirm proper consent documentation is in place before transfers are initiated.
• Validate that consumer consent (express written consent where required) is captured, stored, and retrievable for all leads entering the program.
• Maintain and scrub against internal and national DNC registries; ensure timely honoring of opt-out requests.
• Draft, update, and enforce call center compliance policies aligned with TCPA regulations and FCC guidance.
• Investigate and resolve consumer complaints related to unwanted calls or consent disputes.
• Serve as the primary point of contact between the Sales Call Center and the Compliance and Legal departments; escalate potential TCPA violations, litigation risks, or regulatory inquiries to Legal counsel in a timely manner.
• Monitor third-party lead vendors for compliance with consent standards and contractual obligations.
• Maintain detailed compliance logs, audit trails, and produce regular reports for management and legal teams.
• Conduct or coordinate TCPA compliance training for call center agents and supervisors.
• Stay current on FCC rulings, state-level telemarketing laws, and evolving TCPA case law that may impact operations.

Compliance Analyst, Sales Agent Contact Center

• Develop and maintain short and long-term call volume and lead transfer forecast models using historical data, active lead pipeline volume, seasonal trends, and statistical methods specific to the live lead transfer program.
• Conduct regular analysis on forecast accuracy and continuously refine models to reflect changes in lead source volume, agent headcount, and sales campaign activity.
• Translate forecast models into actionable staffing plans and communicate them to Call Center leadership.
• Provide ad-hoc, weekly, monthly, and quarterly reporting on workforce metrics, lead volume trends, and staffing efficiency.
• Oversee the scheduling of all call center agents, including off-phone activities such as training, coaching sessions, team meetings, and administrative duties, ensuring minimal impact to live lead coverage.
• Monitor live lead queues, hold times, and agent availability in real time; make or recommend staffing adjustments to maintain SLA targets and maximize lead conversion opportunities.
• Manage agent time-off requests and schedule exceptions, balancing agent needs with operational coverage requirements.
• Utilize WFM platforms (e.g., NICE, Genesys, or equivalent) to optimize agent scheduling and real-time resource allocation.
• Recruit, hire, and onboard WFM analysts and representatives as the team scales; establish clear role expectations and performance standards from day one.
• Lead, coach, and develop direct reports through regular performance conversations, feedback, recognition, and corrective action as needed.
• Write and deliver annual performance appraisals for all direct reports; monitor and address individual performance against established KPIs.
• Foster a team culture of accountability, continuous improvement, and collaboration within the WFM function.
• Partner with Call Center leadership, Sales Leaders, Training, and Quality Assurance to align workforce strategies with live lead program goals and agent performance expectations.
• Present workforce analysis, forecast results, and staffing recommendations to Call Center management.
• Lead or participate in cross-functional project teams involving workforce planning, technology upgrades, or operational improvements.
• Communicate staffing impacts of new sales campaigns, lead source changes, or operational initiatives to relevant stakeholders proactively.

Call Center Representative jobs in Texas

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Manager, Contact Center and Systems Operations

Bilingual Contact Center Agent, Spanish/English

Bilingual Care Manager – Patient Support Call Center

Contact Center Rep – On-Call

Principal Software Engineer, Contact Center Digital Engagement Services

Retention Sales Representative – Call Center

Virtual Call Center Agent – Bilingual, Spanish/English

Virtual Call Center Agent – Bilingual, Spanish/English

Call Center Agent – Travel Benefits

Bilingual Contact Center Representative

Contact Center Representative – Full Time & Part Time

Healthcare Contact Center Agent

Junior Call Center Systems Administrator

Patient Onboarding Associate – Call Center, Part Time

Call Center Representative

Call Center Sales Representative

Call Center Representative

Director, Sales Agent Contact Center

Compliance Analyst, Sales Agent Contact Center

Workforce Management Manager, Sales Agent, Contact Center