<h3>Job Description</h3>
Job DescriptionCall Center Operations Analyst Role Summary The Call Center Operations Analyst is responsible for transforming operational data into clear, actionable insights that directly improve call center performance, agent productivity, customer experience, and revenue outcomes. In this role, you will analyze key performance indicators, optimize dialing and lead strategies, monitor compliance, and partner with leadership to drive continuous improvement across a high-volume, outbound financial services environment. This position requires a strong analytical mindset, deep knowledge of call center KPIs, and hands-on experience working with dialer platforms, BI tools, and data visualization systems. This position is based in the corporate office located in Plantation, FL. Remote is not available.&nbsp; Call Center Operations Analyst Key Responsibilities 1. Performance Analytics &amp; KPI Monitoring
<ul>
<li>Track, analyze, and interpret daily/weekly/monthly KPIs such as contact rate, conversion rate, enrollment performance, AHT, occupancy, utilization, QA scores, and workflow adherence.</li>
<li>Build dashboards and standardized reporting packages to highlight trends across agents, teams, campaigns, and programs.</li>
<li>Present insights and recommendations to leadership to support data-driven decision-making.</li>
</ul>
2. Dialer, Lead, &amp; Campaign Optimization
<ul>
<li>Evaluate dialer output, lead source performance, call cadence, and contact strategies to maximize connect rates and ROI.</li>
<li>Support design and configuration of outbound campaigns, routing logic, and omni-channel workflows.</li>
<li>Monitor campaign performance and proactively identify opportunities to increase productivity and conversion outcomes.</li>
</ul>
3. Operational Efficiency &amp; Process Improvement
<ul>
<li>Identify bottlenecks in staffing, scheduling, queue management, and agent workflows.</li>
<li>Partner with Sales and Operations to improve script effectiveness, call flows, and agent guidance tools.</li>
<li>Provide data models and scenario analysis to support capacity planning and resource optimization.</li>
</ul>
4. Quality, Compliance &amp; Risk Monitoring
<ul>
<li>Monitor QA and compliance trends (TCPA, FDCPA, CFPB, and state regulations), identifying patterns that require coaching or process updates.</li>
<li>Validate accuracy of call dispositions and ensure consistent documentation across the center.</li>
<li>Collaborate with QA, Compliance, and Training teams to reinforce best practices and regulatory adherence.</li>
</ul>
5. Reporting, Insights &amp; Data Integrity
<ul>
<li>Build and maintain reports using BI and dialer tools, ensuring accuracy, consistency, and alignment across data sources.</li>
<li>Produce weekly/monthly business reviews summarizing performance results and improvement recommendations.</li>
<li>Partner with IT and BI teams to enhance data pipelines, reporting automation, and data quality controls.</li>
</ul>
6. Cross-Functional Collaboration
<ul>
<li>Work with Operations, Sales, Marketing, Compliance, QA, and IT to support strategic initiatives and system enhancements.</li>
<li>Contribute analytical support to cross-functional projects, product launches, system migrations, and workflow redesign efforts.</li>
<li>Provide ongoing performance insight that aligns operational improvements with organizational goals.</li>
</ul>
 Call Center Operations Analyst Required Qualifications
<ul>
<li>3+ years of experience in call center analytics, performance reporting, or operations optimization.</li>
<li>Strong understanding of call center KPIs, dialer logic, outbound campaign structures, and productivity metrics.</li>
<li>Advanced Excel skills and experience with BI dashboards (Power BI, internal BI tools, etc.).</li>
<li>Hands-on experience with dialer and telephony platforms such as Five9, Ytel, RingCentral, Nice inContact, Convoso, or similar.</li>
<li>Experience working within financial services, debt relief, or other regulated environments.</li>
<li>Bachelor’s degree from an accredited college or university.</li>
</ul>
 Call Center Operations Analyst Preferred Qualifications
<ul>
<li>Experience with Nice inContact, Ring Central, Salesforce, or similar CRM/lead management systems.</li>
<li>Familiarity with API integration or building automated reporting workflows.</li>
<li>Experience analyzing or implementing AI/LLM-driven analytics solutions.</li>
<li>Background in outbound high-volume sales or customer acquisition environments.</li>
</ul>
 Tools &amp; Technologies
<ul>
<li>Dialer/Telephony: Nice inContact , RingCentral , Five9, Ytel, Convoso, </li>
<li>CRM/Lead Systems: LeadTrac, Salesforce, LeadsPedia, Zoho</li>
<li>Analytics/BI: Power BI, Excel (advanced), internal BI platforms</li>
<li>AI &amp; Automation: Large Language Models (LLMs), AI-based analytics tools</li>
<li>Data: API-based integrations, report automation, data validation</li>
</ul>
 Call Center Operations Analyst - Why This Role Matters The Call Center Operations Analyst plays a pivotal role in improving operational efficiency, increasing conversion results, reducing compliance risk, and ensuring that frontline teams have the data, insights, and tools they need to succeed. Your analysis will directly shape the success of our sales performance, customer experience, and business outcomes. By submitting your interest in this position, you provide your written express consent and agree that VentureTech Solutions may contact you regarding employment opportunities using autodialing, text and pre-recorded messaging for convenience via telephone, mobile device (including SMS and MMS - charges may apply depending on your carrier, not by us, messaging frequency varies; text STOP to cancel), even if your telephone number is currently listed on any internal, corporate, state or federal Do-Not-Call list.&nbsp; Keywords: LLM, Power BI, RingCentral, AI, BI, Salesforce, Convoso, LeadsPedia, LLM, Power BI, RingCentral, AI, BI, Salesforce, Convoso, LeadsPedia, LLM, Power BI, RingCentral, AI, BI, Salesforce, Convoso, LeadsPedia, LLM, Power BI, RingCentral, AI, BI, Salesforce, Convoso, LeadsPedia, LLM, Power BI, RingCentral, AI, BI, Salesforce, Convoso, LeadsPedia #LI-DNI &nbsp;
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Call Center Operations Analyst

<h3>Job Description</h3>
Job Description
We are seeking a highly motivated and customer-oriented Bilingual Call Center Representative to join our team. As a Bilingual Call Center Representative, you will be responsible for providing exceptional customer service and support to our clients. This is a great opportunity for individuals who are fluent in both English and Spanish and have a passion for helping others.
Duties: - Answer incoming calls from customers and provide assistance in a professional and courteous manner - Handle customer inquiries, complaints, and provide appropriate solutions - Conduct data entry and maintain accurate customer records - Communicate effectively with customers, ensuring clear understanding of their needs - Analyze customer issues and escalate complex problems to the appropriate department for resolution - Follow company policies and procedures to ensure consistent service delivery - Provide product information to customers and promote additional services as needed - Maintain confidentiality of customer information
Experience: - Previous experience in a call center or customer service role is preferred - Strong phone etiquette skills with the ability to handle high call volumes - Bilingual proficiency in English and Spanish is required - Excellent communication skills, both verbal and written, in both languages - Ability to multitask and prioritize tasks effectively - Proficient in data entry and computer skills
If you are a motivated individual with excellent communication skills in both English and Spanish, we encourage you to apply for the position of Bilingual Call Center Representative. We offer competitive pay, comprehensive training, and opportunities for career advancement. Join our team today!
Job Types: Full-time, Contract
Salary: $20.04 - $21.13 per hour
Benefits:
<ul>
<li>401(k) matching</li>
<li>Dental insurance</li>
<li>Health insurance</li>
<li>Paid time off</li>
<li>Vision insurance</li>
</ul>
Schedule:
<ul>
<li>8 hour shift</li>
<li>Monday to Friday</li>
</ul>
Ability to Relocate:
<ul>
<li>Silver Spring, MD 20903: Relocate before starting work (Required)</li>
</ul>
Work Location: In person
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bV5s3zn5oV

Bilingual Call Center Analyst

<h3>Job Description</h3>
Overview: 
Interstate Waste Services is the most progressive and innovative provider of solid waste and recycling services in the country! We primarily service Northern New Jersey, Southern New York State, New York City, with a landfill located in Ohio, where we also own and operate a state-of-the-art rail-served landfill. We cater to a diverse range of residential, industrial and commercial customers. Our mission has always been to provide our customers with the highest quality waste, recycling and environmental services, while keeping focus on employee, customer and environmental safety.&nbsp;
What makes our company culture unique is we have mastered the ability to balance the standards of a large corporate company while maintaining our small business family style culture.&nbsp;
 Essential Job Summary::
The Call Center Workforce Analyst is a pivotal role within a dynamic Customer Service team, responsible for developing and managing comprehensive reporting, forecasting, and workforce optimization to enhance customer experience and retention. This role combines advanced data analysis, workforce management, and strategic reporting to drive operational efficiencies and actionable insights.
 Essential Job Functions: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Other minor duties may be assigned.:
<ul>
<li>Develop and maintain Customer Service reporting, focusing on process improvements, clarity, and effective data presentation.</li>
</ul>
<ul>
<li>Analyze customer contact trends, business challenges, and retention drivers to provide actionable insights and recommendations to leadership.</li>
</ul>
<ul>
<li>Create short- and long-term staffing forecasts, perform "what-if" scenarios, and optimize schedules to balance service level goals and operational efficiencies.</li>
<li>Manage and route contact volume using ACD systems, ensuring alignment with workforce management (WFM) tools.</li>
</ul>
<ul>
<li>Extract targeted datasets from multiple databases using reporting platforms to distill and communicate business insights.</li>
</ul>
<ul>
<li>Support real-time service level performance, adjusting resources to meet objectives, and troubleshoot WFM and telephony system issues.</li>
</ul>
<ul>
<li>Serve as a liaison with the Business Intelligence team, proactively sharing insights, discrepancies, and improvement opportunities.</li>
</ul>
<ul>
<li>Champion the integration and understanding of customer contact data across the organization, developing models to analyze customer behavior and retention.</li>
</ul>
<ul>
<li>Support multiple projects under tight deadlines, proactively identifying and mitigating risks.</li>
</ul>
<ul>
<li>Deliver ad hoc analyses, special projects, and presentations to Customer Service leadership as requested.</li>
</ul>
 Requirements and Qualifications::
<ul>
<li>MBA or advanced degree preferred; bachelor’s degree in business, Marketing, Finance, Statistics, Computer Science, or a related field required.</li>
</ul>
<ul>
<li>2+ years of experience in a call center environment, with expertise in workforce management, ACD, IVR, and WFM systems.</li>
</ul>
<ul>
<li>2–4 years of analytics experience.</li>
</ul>
<ul>
<li>Proficiency in Microsoft Office Suite, SQL, and Power BI.</li>
</ul>
<ul>
<li>Familiarity with contact center forecasting, scheduling, and workforce optimization tools.</li>
</ul>
<ul>
<li>Strong analytical, problem-solving, and reasoning skills with the ability to translate complex data into clear insights for diverse audiences.</li>
</ul>
<ul>
<li>Excellent verbal and written communication skills, with experience adjusting communications for technical and non-technical stakeholders. Strong organizational and time management skills, with the ability to prioritize multiple assignments and meet deadlines with minimal supervision.</li>
</ul>
<ul>
<li>Ability to work collaboratively in a dynamic, fast-paced environment and adapt to a flexible schedule to meet business needs.</li>
</ul>
 Additional Information:

This job description is intended to be an accurate representation of the general functions of the job, rather than exhaustive list of duties, responsibilities, or experience. Other duties may be assigned, requested, or required. Aspects of the job may be altered without notice.

Interstate Waste Services provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. 
This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
 Salary Range Minimum: USD $80,000.00/Yr. Salary Range Maximum: USD $100,000.00/Yr.

Call Center Workforce Analyst

<h3>Job Description</h3>
Job Description
Data Analyst – Call Center 
Reporting to: SVP, Digital Analytics
Department: BI Digital Analytics / Traveler Relations Center (Call Center)
Location: Boston, MA - hybrid
Position Summary
At Grand Circle Corporation, our mission is to change people’s lives through travel—and we believe that mission begins within our own teams. Our Traveler Relations Center (TRC) is the cornerstone of how we care for our travelers, and our Business Intelligence (BI) team plays a critical role in powering that care through data and insights.
We are a community built on emotional maturity, a willingness to take smart risks, and open and courageous communication. We believe in holding ourselves and each other accountable, sharing honest feedback, and learning through action. As a Data Analyst supporting the TRC, you will help us live these values by providing the analytical backbone for exceptional traveler experiences and a high-performing service culture.
The Data Analyst will act as a strategic liaison between the TRC and the Business Intelligence (BI) team, ensuring that operational challenges are addressed with data-driven insights and that analytics priorities align with business goals. This role will be critical in uncovering trends, optimizing performance, and empowering the TRC leadership with tools and reports that drive decision-making.
You will work cross-functionally with workforce management, quality assurance, training, and senior leadership to bridge day-to-day operational needs with long-term data strategy.
Key Responsibilities:
<ol>
<li>Data Analysis &amp; Reporting</li>
</ol>
<ul>
<li>Design and maintain dashboards, scorecards, and reports to track TRC KPIs (call volume, handle time, SLA adherence, CSAT/NPS, agent productivity, etc.).</li>
<li>Automate and optimize reporting processes to enable real-time performance monitoring.</li>
<li>Conduct root-cause analyses and proactively surface insights to guide team actions.</li>
<li>Create and maintain single-source-of-truth documentation that will be used as reference by technical and non-technical teams and underpin all reporting and analysis.</li>
</ul>
<ol>
<li>Cross-Functional Liaison &amp; Strategy</li>
</ol>
<ul>
<li>Serve as a data translator between TRC operations and BI stakeholders.</li>
<li>Partner with TRC leaders to understand/define and document key metrics and KPIs.</li>
<li>Communicate findings to both technical and non-technical audiences with clarity and impact.</li>
</ul>
<ol>
<li>Performance Optimization &amp; Forecasting</li>
</ol>
<ul>
<li>Support forecasting, scheduling, and staffing efforts using historical and real-time data.</li>
<li>Contribute to initiatives that improve traveler satisfaction, reduce inefficiencies, and enhance call deflection.</li>
<li>Collaborate with call QA and training teams to use data in performance coaching and process improvement.</li>
</ul>
Qualifications
<ul>
<li>Bachelor’s degree in Analytics, Statistics, Business, or a related field.</li>
<li>Minimum 5 years of experience in a data analytics role, with at least 3 years focused specifically on call center analytics.</li>
<li>Strong command of SQL and Excel; Experience designing relational data models and proficiency with BI/visualization tools such as Tableau, Looker, or Power BI.</li>
<li>Experience working with call center platforms (e.g., NICE, Genesys, Five9) and CRM systems (e.g., Salesforce) is a plus.</li>
<li>Ability to synthesize large, complex data sets into clear business insights.</li>
<li>Strong interpersonal and communication skills – able to partner effectively across teams and levels.</li>
<li>Demonstrated ownership mindset, intellectual curiosity, and a passion for continuous improvement.</li>
<li>Experience translating and documenting business critical processes and workflows to ensure alignment across all departments.</li>
<li>Experience with Snowflake and/or Python is a plus. </li>
</ul>
Benefits
<ul>
<li>50% Discount on GCC trips</li>
<li>Robust healthcare benefits, including medical, dental, vision, and flex spending accounts</li>
<li>Generous Paid time off (PTO)</li>
<li>Paid holidays throughout the year</li>
<li>Company-paid life insurance</li>
<li>Paid short- and long-term disability insurance</li>
<li>401K Retirement Savings account</li>
<li>Discounted auto and renters insurance</li>
<li>Volunteer and philanthropy opportunities to give back in Boston and where we travel</li>
<li>Casual dress code every day</li>
</ul>
Why Join Us
<ul>
<li>Join a mission-driven company that values data-informed decision-making at every level.</li>
<li>Make a visible impact on traveler experience and contact center excellence.</li>
<li>Be a part of a culture that embraces transparency, accountability, and bold thinking.</li>
</ul>

Data Analyst - Call Center

<h3>Job Description</h3>
Job DescriptionCompany Description 
Visa is a world leader in payments and technology, with over 259 billion payments transactions flowing safely between consumers, merchants, financial institutions, and government entities in more than 200 countries and territories each year. Our mission is to connect the world through the most innovative, convenient, reliable, and secure payments network, enabling individuals, businesses, and economies to thrive while driven by a common purpose – to uplift everyone, everywhere by being the best way to pay and be paid.
Make an impact with a purpose-driven industry leader. Join us today and experience Life at Visa.
Job Description 
Visa Commercial Solutions is a world-class organization responsible for growing all flows between businesses and governments, from SMBs to the largest global corporations.&nbsp; The B2B Acceptance team has the responsibility for defining and executing the global B2B product vision for Visa's commercial merchant solutions.&nbsp; With 20T in untapped card-able spend, Visa is positioning itself to capture more than its fair share of this opportunity by focusing on improving the value proposition of card payments for B2B merchants.&nbsp; This includes developing services and capabilities that reduces friction in the payment process while offering an economic model where cost is commensurate with the value.
We are responsible for the commercialization of new and enhanced products and services, research and thought leadership, and product engagement with our issuing &amp; acquiring partners. &nbsp;The team serves financial institutions, processors, Fintech partnerships, and their downstream clients.&nbsp; We work collaboratively with Visa’s Merchant Services Accounts, B2B Partnerships&nbsp;and Commercial Sales organizations around the globe.
The Analyst, Call Center Operations is responsible for supporting the growth of Visa’s largest supplier outreach channel for B2B payments. This role will help to managing our call center vendor to drive incremental growth, process efficiency and innovation. &nbsp;It will also bring an opportunity to help drive global adoption of the supplier enablement outbound calling service, of products and services, and lend assistance to our Director, Call Center Strategy, to improve and expand our outbound calling channel to new markets. This an exciting new position, allowing the new Analyst, Call Center Operations to help execute our vision for how our services will evolve globally to meet client needs and drive adoption.
The ideal candidate will have experience working at a call center, or managing a call center. The position will be focused on helping improve our campaign results in our core North America market, re-establishing best practices and behaviors to drive the best results, and then will pay a crucial role in leading our global expansion into new markets. This will require helping to develop new metrics to measure call center results.&nbsp; In addition to sales and call center management experience, the ideal candidate will be familiar with commercial credit card products and their value proposition.
Essential Functions
<ul>
<li>The role of Analyst, Call Center Strategy will play a pivotal role in transforming Visa’s Supplier Enablement call center into a profit center that exceeds our issuing partners expectations in supplier enablement campaign results.</li>
<li>Help develop KPIs and metrics for Visa’s Supplier Enablement campaigns, where we partner with issuers to target merchants for Commercial Card products, selling acceptance on behalf of corporates looking to grow their Commercial Card programs.</li>
<li>Support management of our call center vendor responsible for conducting the outreach to suppliers to enable them for virtual card payments.</li>
<li>Drive process efficiency, results improvement and innovation with our partner, focused on leveraging Artificial Intelligence to streamline the outreach efforts and improve results.</li>
<li>Work with the Director of Supplier Enablement Strategy to execute on supplier enablement campaigns that exceed the expectations of our global issuer partners.</li>
<li>Support growth of our Supplier Enablement Services suite by presenting our campaign results, best practices and innovations to our expanding client base.</li>
</ul>
This is a hybrid position. Expectation of days in office will be confirmed by your hiring manager.
Qualifications 
Basic Qualifications • 2 or more years of work experience with a Bachelor’s Degree or an Advanced Degree (e.g. Masters, MBA, JD, MD, or PhD) Preferred Qualifications • 3 or more years of work experience with a Bachelor’s Degree or more than 2 years of work experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) • Bachelor's Degree required, Master's preferred. Two years direct experience in commercial B2B payments space, preferably at a commercial bank. • Past experience or familiarity of inside sales teams in a call center environment. • Proven track record of managing a third party vendor relationship strongly preferred. • Data and analytical skills to develop measurements and success metrics to hold the call center and the agents accountable.
 Additional Information 
Work Hours: Varies upon the needs of the department.
Travel Requirements: This position requires travel&nbsp;5-10% of the time.
Mental/Physical Requirements: This position will be performed in an office setting.&nbsp; The position will require the incumbent to sit and stand at a desk, communicate in person and by telephone, frequently operate standard office equipment, such as telephones and computers.
Visa is an EEO Employer.&nbsp; Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status.&nbsp; Visa will also consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.
Visa will consider for employment qualified applicants with criminal histories in a manner consistent with applicable local law, including the requirements of Article 49 of the San Francisco Police Code.
U.S. APPLICANTS ONLY: The estimated salary range for a new hire into this position is 100,000.00 to 141,250.00 USD per year, which may include potential sales incentive payments (if applicable). Salary may vary depending on job-related factors which may include knowledge, skills, experience, and location. In addition, this position may be eligible for bonus and equity. Visa has a comprehensive benefits package for which this position may be eligible that includes Medical, Dental, Vision, 401 (k), FSA/HSA, Life Insurance, Paid Time Off, and Wellness Program.

Analyst- Call Center Strategy

<h3>Job Description</h3>
Job Description
We are seeking a highly motivated and customer-oriented Bilingual Call Center Representative to join our team. As a Bilingual Call Center Representative, you will be responsible for providing exceptional customer service and support to our clients. This is a great opportunity for individuals who are fluent in both English and Spanish and have a passion for helping others.
Duties: - Answer incoming calls from customers and provide assistance in a professional and courteous manner - Handle customer inquiries, complaints, and provide appropriate solutions - Conduct data entry and maintain accurate customer records - Communicate effectively with customers, ensuring clear understanding of their needs - Analyze customer issues and escalate complex problems to the appropriate department for resolution - Follow company policies and procedures to ensure consistent service delivery - Provide product information to customers and promote additional services as needed - Maintain confidentiality of customer information
Experience: - Previous experience in a call center or customer service role is preferred - Strong phone etiquette skills with the ability to handle high call volumes - Bilingual proficiency in English and Spanish is required - Excellent communication skills, both verbal and written, in both languages - Ability to multitask and prioritize tasks effectively - Proficient in data entry and computer skills
If you are a motivated individual with excellent communication skills in both English and Spanish, we encourage you to apply for the position of Bilingual Call Center Representative. We offer competitive pay, comprehensive training, and opportunities for career advancement. Join our team today!
Job Types: Full-time, Contract
Salary: $20.04 - $21.13 per hour
Benefits:
<ul>
<li>401(k) matching</li>
<li>Dental insurance</li>
<li>Health insurance</li>
<li>Paid time off</li>
<li>Vision insurance</li>
</ul>
Schedule:
<ul>
<li>8 hour shift</li>
<li>Monday to Friday</li>
</ul>
Ability to Relocate:
<ul>
<li>Silver Spring, MD 20903: Relocate before starting work (Required)</li>
</ul>
Work Location: In person

<h3>Job Description</h3>
Job Description​&nbsp;&nbsp;​&nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp; &nbsp;​ TrueCare is a trusted healthcare provider serving San Diego and Riverside Counties, offering compassionate and comprehensive care to underserved communities. We are committed to making healthcare accessible to everyone, regardless of income or insurance status. With a focus on culturally sensitive, affordable services, TrueCare aims to improve the health of diverse communities. Our vision is to be the premier healthcare provider in the region, delivering exceptional patient experiences through innovative, integrated care. The Patient Access Systems Analyst is responsible for compiling, tracking and analyzing accurate data for the Patient Access Services department, including, but not limited to telephony systems and digital patient communication such as texting platforms, patient portals and live chat.&nbsp; &nbsp;The Analyst will also be responsible for tracking agent quality through NPS surveys and call monitoring to ensure scheduling accuracy as well as ensuring all patient interactions are handled in a competent, caring manner and achieving organizational standards in phone access, documentation and appointment booking standards through gathering patient, benefits, and basic clinical information and advice. Responsibilities: Performance Monitoring and Reporting
<ul>
<li>Track and assess patient communication volume and accuracy to make real-time decisions for immediate resolution and optimal coverage.</li>
<li>Create and maintain department dashboards and work with leadership to study trends and provide informed recommendations to maintain the highest levels of operational efficiencies.</li>
<li>Collect, monitor and interpret key performance indicators (KPIs) and use tools to produce actionable reports, identify trends, and recommend data driven improvements; provide ongoing feedback through NPS surveys, call monitoring and KPI reviews.</li>
<li>Assist with workforce management systems, IVR development, call scripting tools, and quality monitoring platforms.</li>
</ul>
End-User Support and Training
<ul>
<li>Assist with developing and maintaining comprehensive training curriculum for all department team members in order to standardize practices.</li>
<li>Oversee external call support relationships to ensure proper onboarding, training and ongoing success.</li>
<li>Project Support and Implementation and Ongoing Improvement</li>
<li>Participate in or lead special projects to implement new systems, such as scheduling platforms and texting platforms; develop and/or standardize workflows that will improve the patient experience.</li>
<li>As assigned, participate in or lead the implementation of new call center platforms or upgrades, ensuring proper integration with EHR systems.</li>
<li>Collaborate with department leadership to identify trends and areas of enhancement for the department to improve systems and processes.</li>
<li>Serve as a subject matter expert by developing reports to bridge the gap between call center operations and IT, ensuring that systems are aligned with the organization's clinical and patient engagement goals.</li>
</ul>
Requirement Gathering and Analysis
<ul>
<li>Analyze and support call center technologies (e.g., Five9, Artera, etc.) to ensure maximum uptime, performance, and user satisfaction.</li>
<li>Collaborate with clinical and operational stakeholders to identify system requirements and implement enhancements to support patient access, scheduling, referrals, and communications.</li>
</ul>
System Configuration and Maintenance
<ul>
<li>Monitor and analyze system performance, call routing, queue configurations, and reporting tools to optimize workflows and reduce wait times.</li>
<li>Troubleshoot and resolve technical issues, coordinating with vendors or internal IT teams as necessary.</li>
</ul>
Other Duties/Responsibilities
<ul>
<li>Maintain compliance with HIPAA, and other regulatory standards when managing patient information and call data.</li>
<li>Stay current on industry best practices, emerging technologies, and healthcare regulations affecting patient communication systems.</li>
</ul>
Qualifications:&nbsp;
<ul>
<li>Bachelor’s degree from an accredited institution in business administration, healthcare administration or related field, or an equivalent combination of education and professional experience in a related field.</li>
<li>A minimum of four (4) years of call center or customer service environment, appointment or business operations experience.</li>
<li>Demonstrated proficiency in creating systems to improve workflows.</li>
<li>Experience in creating training materials in order to educate and cultivate staff performance.</li>
<li>Proficiency with software systems and applications relevant to the position, including, but not limited, to the Microsoft Office suite, including Outlook, Word, PowerPoint, and Excel. Advanced knowledge of call center analytics and data interpretation.</li>
<li>Previous experience with call center platforms, such as Five9, Teams, and/or RingCentral.</li>
</ul>
Preferred Qualifications
<ul>
<li>Bilingual in English and Spanish.</li>
<li>A minimum of two (2) years of program development, project management or quality management experience.</li>
<li>Demonstrated success in managing complex digital communications initiatives and projects , including rollouts and maintenance of phone systems and digital scheduling platforms.</li>
<li>Experience developing reports to capture KPIs at an organizational, departmental, and individual level.</li>
</ul>
Benefits:&nbsp;
<ul>
<li>Competitive Compensation</li>
<li>Competitive Time Off</li>
<li>Low-cost health, dental, vision &amp; life insurance</li>
<li>Tuition Reimbursement, Employee Assistance program</li>
</ul>
 &nbsp;Salary ranges:&nbsp; Starting at $78,936 to $118,404&nbsp;​ &nbsp;
Pay transparency: If you are hired at TrueCare, your salary will be determined based on factors such as education, knowledge, skills, and experience. In addition to those factors, we believe in the importance of pay equity and consider the internal equity of our current team members when determining an offer.
TrueCare is committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee on the basis of any characteristic protected by applicable federal, state, or local law. Our goal is to support all team members recruited or employed here.
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