- Plans, coordinates and administers Contact Center activities, including the development and supervision of programs and Contact Center Agents for the maximum utilization of resources.
- Supervises, coaches, develops and trains staff to achieve company and department objectives.
- Coordinates schedules and workload and uses discretion to prioritize and communicate changes.
- Oversees the Contact Center operational goals and milestone tracking.
- Communicates effectively to guarantee prompt and responsive service to customers immediate and long-term needs and requests, delivering first-rate service to meet or exceed their expectations.
- Utilizes tools to manage quality and efficiency of inbound and outbound customer contacts via phone, email, and web portal in a fast, accurate, customer friendly, and professional manner.
- Ensures a high level of customer service and utilizes feedback to make continuous improvements.
- Reviews current processes and procedures in order to improve and strengthen the customer service experience and increase overall efficiency.
- Creates cases, leads, and work orders from customer contacts. Creates new accounts as needed following standard procedures and associated work sites if credit has authorized a new site to be created.
- Handles after hours dispatch responsibility, including coverage for all Business Units throughout the work week or as needed to insure coverage.
- Resolves issues within capability and escalates issues outside capability.
- Manages login credentials for third party portals and monitors all web portals and group emails to clear/set-up pending service requests, following the protocol of each vendors portal.
- Captures customer information accurately and ensures accurate translation into our systems to allow for accurate and prompt utilization of resources.
- Works cohesively with Service Managers, Service Technicians and Sales Representatives, Account Managers and Dispatchers to meet the needs of the customer each and every day.
- Continuously reviews current processes and procedures in order to improve and strengthen the customer experience and increase overall efficiency.
- Utilize an ACD phone system to manage all inbound/outbound service calls from/to the customer. May manage between 40 and 75 electronic touches per day.
- Perform other duties as required
- 5+ years of experience
- High School Diploma or GED is required.
- Associates degree in Business Administration or related field is preferred.
- Excellent verbal and written communication skills.
- Excellent organizational and supervisory skills.
- Ability to plan, delegate and control the work process.
- Good analytical/critical thinking.
- Ability to multi-task, prioritize, and manage time effectively.
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Genesys (Contact Center)
38 minutes ago
Compunnel Inc. Dallas, United StatesJob : Contact Center (Genesys) · Location: Westlake TX or Merrimack NH ( Hybrid – 2 weeks onsite , 2 weeks remote) · Duration: 12+ months ( with extension ) · Interview Process: 1 round, 90 minutes. · JD is below, but the candidates should have at least 1 deep technical experienc ...
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Remote Contact Center Coach
5 days ago
CBN Dallas, United StatesThe 700 Club Prayer Center · The Christian Broadcasting Network (CBN) is seeking a Coach for a 24/7 contact center that serves inbound, outbound, digital, and email channels through teams that are on-site, remote, and international. Will motivate a team of agents, individually a ...
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Contact Center Specialist
3 weeks ago
Baylor Scott & White Health Dallas, United States**JOB SUMMARY** · The Contact Center Specialist 1, working under close supervision, responds to routine inbound phone calls, emails, and electronic requests to assist as front-line help for product and/or service requests. This may include, but is not limited to, technical help, ...
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Contact Center Specialist
2 weeks ago
Academic Partnerships Dallas, United StatesAcademic Partnerships assists primarily regional universities in increasing their access and impact by making their academic programs available to students online. Founded in 2007, AP's mission is to expand access to high-quality, affordable, and workforce-relevant education, esp ...
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Sr Manager, Contact Center and Dispatch
1 week ago
TDIndustries Dallas, United States· Sr Manager, Contact Center and Dispatch (Building Services) · Job Locations · US-TX-Dallas · Req Number · Category · Administrative Support · Type · Regular Full-Time · Job Summary · As a Contact Center and Dispatch Manager, with responsibilities for managing contact center o ...
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Contact Center Care Coordinator- Urology
1 week ago
Texas Oncology Dallas, United StatesOverview: · The US Oncology Network is looking for a Contact Center Care Coordinator to join our team at Texas Oncology. This full-time position will support our Urology clinics. · As a part of The US Oncology Network, Texas Oncology delivers high-quality, evidence-based care t ...
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Supervisor, Patient Contact Center-NETX
3 weeks ago
US Oncology Dallas, United StatesTexas Oncology · is looking for a · Supervisor, Patient Contact Center · to join our team This position is a · HYBRID · position and will support the · NETX Region of Texas. · Texas Oncology has 175+ sites across the state of Texas and southeastern Oklahoma. Our founders p ...
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Supervisor- Patient Contact Center Urology
6 days ago
US Oncology, Inc. Dallas, United StatesOverview · The US Oncology Network is looking for a Supervisor, Patient Contact Center to join our team at Texas Oncology. This full-time position will support our Urology Clinics. · As a part of The US Oncology Network, Texas Oncology delivers high-quality, evidence-based care t ...
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Contact Center Agent II
4 weeks ago
TDIndustries Dallas, United StatesJob Summary : · Provides timely responses to customer inquiries by telephone and/or email in an in- or outbound service center, consistent with service and quality standards. Processes customer orders, bills and accounts, and applications for service, maintenance and termination ...
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Representative Contact Center
1 week ago
Pacific Dental Services Irving, United StatesNow is the time to join Pacific Dental Services. You will have opportunities to learn new skills from our team of experienced professionals. If you're ready to take your career to the next level and gain valuable experience, apply today · The primary role of the Representative, ...
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Contact Center Agent II
3 weeks ago
TDIndustries Dallas, United StatesJob Summary · Provides timely responses to customer inquiries by telephone and/or email in an in- or outbound service center, consistent with service and quality standards. Processes customer orders, bills and accounts, and applications for service, maintenance and termination. ...
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Manager, Patient Contact Center
3 weeks ago
Texas Oncology Dallas, United StatesOverview: · The US Oncology Network is looking for a Manager, Patient Contact Center to join our team at Texas Oncology. This full-time position will support our NETX/West region. · As a part of The US Oncology Network , Texas Oncology delivers high-quality, evidence-based care ...
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US Oncology, Inc. Dallas, United StatesOverview · The US Oncology Network is looking for a Contact Center Care Coordinator to join our team at Texas Oncology. This full-time position will support our Resource Team. · As a part of The US Oncology Network, Texas Oncology delivers high-quality, evidence-based care to pat ...
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Contact Center Supervisor
2 days ago
Careington International Corporation Frisco, United States Full timeCareington International Corporation is a solutions-oriented company. An established leader, we have been a trailblazer in the field of discount health care since 1979. Over the years, our mission has remained the same — to create discount health programs that are marketable to t ...
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Contact Center Care Coordinator- Urology
2 weeks ago
Texas Oncology Dallas, United StatesOverview: The US Oncology Network is looking for a Contact Center Care Coordinator to join our team at Texas Oncology. This full-time position will support our Urology clinics.As a part of The US Oncology Network, Texas Oncology delivers high-quality, evidence-based care to patie ...
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Supervisor, Patient Contact Center-NETX
4 weeks ago
Texas Oncology Dallas, United StatesOverview: · The US Oncology Network is looking for a Supervisor, Patient Contact Center to join our team at Texas Oncology. This full-time position will support our NETX region. · As a part of The US Oncology Network , Texas Oncology delivers high-quality, evidence-based care t ...
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Supervisor, Patient Contact Center-NETX
4 weeks ago
US Oncology Dallas, United StatesTexas Oncology · is looking for a · Supervisor, Patient Contact Center · to join our team This position is a · HYBRID · position and will support the · NETX Region of Texas. · Texas Oncology has 175+ sites across the state of Texas and southeastern Oklahoma. Our founders p ...
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Supervisor, Patient Contact Center-NETX
4 weeks ago
US Oncology Network-wide Career Opportunities Dallas, United StatesOverview · Texas Oncology · is looking for a · Supervisor, Patient Contact Center · to join our team · This position is a · HYBRID · position and will support the · NETX Region of Texas. · Texas Oncology has 175+ sites across the state of Texas and southeastern Oklahoma. ...
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Contact Center Representative
1 week ago
Caliber Collision Centers Lewisville, United StatesService Center · CSCS TX · Job Summary · Contacts potential and current customers and solicits sales by telephone and provides the highest standard of professionalism and courtesy to resolve customer questions and problems · Essential Job Duties Using ACD system to contact ex ...
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Contact Center Representative
4 weeks ago
Integrity Marketing Group Addison, United StatesAbout PHP · PHP is a national life insurance field marketing organization ("FMO") founded in 2009 by visionary entrepreneur Patrick Bet-David. PHP partners with leading insurance and annuity carriers to offer a comprehensive basket of insurance products to a diverse client base ...
Supervisor, Contact Center - Dallas, United States - TDIndustries
Description
Job Summary :
The Contact Center Supervisor, supervises, coaches, and develops Contact Center team members. Administers an effective system with effective processes to meet the organizations needs. Provides timely responses to customer inquiries by telephone and/or email in an inbound or outbound service center, consistent with high customer service and quality standards. Troubleshoots and resolves customer complaints.
Company Overview:Established in 1946, TDIndustries has developed into one of America's premier Mechanical Construction and Facility Services companies serving clients through the full life-cycle of a facility, to include engineering, construction, operations and maintenance. For 70 years, our employee-owned company has provided innovative services that optimize the performance of world-class mechanical and electrical systems that serve health-care facilities, hotels, schools, sports arenas, mission critical facilities and industrial complexes and other essential institutions.
Our employees, whom we call Partners are the heart of our success and what sets us apart from our competitors. FORTUNE Magazine recognized TDIndustries as one of the "100 Best Places to Work", "Top 50 Training Organizations" and "Top 30 Companies to Retire From" due to our solid commitment to the personal and professional development of each employee.
Essential Duties:TDIndustries is an Equal Opportunity Employer. TDIndustries recruits qualified applicants and advances in employment its employees without regard to race, color, religion, sex, gender, sexual orientation, gender identity, gender expression, age, disability, genetic information, ethnic or national origin, marital status, veteran status, or any other status protected by law. EOE Minorities/ Females/ Protected Veterans/ Disabled
Supervisor, Contact Center professionals in Dallas
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Taysha Silva
Technical Writer | Documentation
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gaelle kuipou
IT Auditor | Risk Compliance Analyst