<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 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>
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>
Overview: 
We’re looking for a Call Center Systems Analyst to join our Contact Center team in Syracuse, NY. In this role, you’ll manage and maintain data across our various Contact Center software applications and call management systems. You’ll serve as the technical liaison between application users and customer care stakeholders, ensuring smooth system performance and effective communication. This position also involves developing and maintaining reporting standards, as well as creating or supporting the creation of technical solutions that enhance our operations.
 Responsibilities:
<ul>
<li>Leverages knowledge of artificial intelligence (AI) tools and technologies to support Contact Center and Field initiatives, enhance process automation, and contribute to data-driven decision making</li>
<li>Provides ongoing support for Contact Center software applications: workforce management, on-call system, PBX/ACD, call recording and related processes</li>
<li>Provides ongoing support for the Company call management processes: hosted IVRs, service location telephone &amp; recording systems and automated prompts and announcements resident in those and central support telephone systems</li>
<li>Provides analysis of operations problems and coordinates implementation of corrective measures</li>
<li>Performs system administration on configurations, contact center agent system, telephone logons, agent skills, functions and team assignments</li>
<li>Consults with and assists in the data maintenance of field locations and on call personnel records</li>
<li>Analyzes and recommends system exploitation techniques and enhancement recommendations</li>
<li>Designs, tests and implements procedure additions and changes and assists in the documentation and communication of those and existing procedures</li>
<li>Mentors co-workers to develop knowledge of call center business applications</li>
<li>Develops current and future state process flow diagrams and related process documentation</li>
<li>Provides project management leadership for system upgrades and implementations</li>
<li>Reviews, analyzes, and evaluates requirements and proposes solutions for application customization requirements</li>
<li>Provides formal and informal application training</li>
<li>Performs testing functions including building test cases and plans, executing tests and reporting results</li>
<li>Ensures adherence to contact center standards, methods, policies and guidelines</li>
</ul>
Why join the Suburban Propane team? Because we care about the physical, mental, and financial wellbeing of our employees and provide them with competitive pay plus incentive potential and an outstanding benefits package including:
<ul>
<li>Medical, dental, and vision (eligibility after just 30 days of employment)</li>
<li>Paid time off that increases with tenure</li>
<li>A 401(k) with company match and immediate vesting</li>
<li>A new employee training program and many opportunities for continued learning and career development</li>
<li>Disability and life insurance</li>
<li>Employee recognition program</li>
<li>Generous tuition assistance program</li>
<li>Propane discounts</li>
</ul>
$62,354 – $65,000 (dependent on experience)&nbsp; &nbsp;
For eligibility, the number of days provided under our PTO plan, and other information about benefits please visit: <a href="https://jobs.suburbanpropane.com/benefits/" target="_blank">https://jobs.suburbanpropane.com/benefits/</a> .
 Qualifications:
<ul>
<li>Strong business analytical and documentation skills</li>
<li>Proficient in MS Word, Excel, Visio and Access</li>
<li>Excellent verbal and written communications skills</li>
<li>Ability to work in a fast-paced and dynamic environment</li>
<li>Experience assisting in the management and support of several platforms/systems throughout the Contact Center, in addition to assisting with ECE (i.e. Zoom, Avaya, Citrix, Outlook, CallMiner,etc.)</li>
<li>Possess the ability to communicate effectively with both business and technical staff and convey complex ideas both verbally and in written form</li>
</ul>
Suburban Propane Partners, L.P. ("Suburban Propane") is a publicly traded master limited partnership listed on the New York Stock Exchange.&nbsp; Headquartered in Whippany, New Jersey, Suburban Propane has been in the customer service business since 1928 and is a nationwide distributor of propane, renewable propane, renewable natural gas ("RNG"), fuel oil and related products and services, as well as a marketer of natural gas and electricity and producer of and investor in low carbon fuel alternatives, servicing the energy needs of approximately 1 million residential, commercial, governmental, industrial and agricultural customers through approximately 700 locations across 42 states.&nbsp; Suburban Propane is supported by three core pillars: (1) Suburban Commitment – showcasing Suburban Propane's nearly 100-year legacy, and ongoing commitment to the highest standards for dependability, flexibility, and reliability that underscores Suburban Propane's commitment to excellence in customer service; (2) SuburbanCares – highlighting continued dedication to giving back to local communities across Suburban Propane's national footprint; and (3) Go Green with Suburban Propane – promoting the clean burning and versatile nature of propane and renewable propane as a bridge to a green energy future and investing in the next generation of innovative, renewable energy alternatives.&nbsp; For additional information on Suburban Propane, please visit <a href="http://www.suburbanpropane.com" target="_blank">www.suburbanpropane.com</a>. 
It’s an amazing time to become a part of our team as we expand our national footprint and make strides toward a sustainable, clean energy future!
Applications will be accepted until the position is filled.
As part of our pre-employment hiring process, background checks and drug screens are performed.
For more information about our hiring process, please visit: <a href="https://jobs.suburbanpropane.com/our-hiring-process/" target="_blank">https://jobs.suburbanpropane.com/our-hiring-process/</a>
At Suburban Propane, we know that our strength comes from our diverse and inclusive team of employees who make a difference in the communities we serve across the country every day. As an Equal Opportunity Employer, we consider all applicants for employment without regard to an individual’s age, sex, sexual orientation, gender identity, race, color, creed, religion, national origin or ancestry, citizenship, marital status, familial status, physical or mental disability, handicap, military or veteran status, genetic information, pregnancy, or any other category protected under federal, state or local law, regulation, or ordinance.
In line with these values, Suburban Propane considers all qualified applicants, including those with criminal histories, in a manner consistent with applicable laws. To that end, the Company welcomes such applicants in accordance with the California Fair Chance Act, the Los Angeles City Fair Chance Ordinance, the Los Angeles County Fair Chance Ordinance, and the San Francisco Fair Chance Ordinance. Philadelphia applicants can review information pertaining to Philadelphia’s Fair Criminal Record Screening Standards Ordinance here: <a href="https://www.phila.gov/documents/fair-chance-hiring-law-poster" target="_blank">https://www.phila.gov/documents/fair-chance-hiring-law-poster</a>

Call Center Systems Analyst

<h3>Job Description</h3>
Job DescriptionDescription:
We are seeking a Business Data Analyst to join our team and drive operational excellence in our nationwide call center and customer success functions. This role will deliver actionable, data-driven insights that improve patient experiences, support pharmacy operations, and empower internal business partners.
 
As part of the Business Intelligence, Data Analytics, and Data Science team, this position will collaborate with leaders across Call Center Operations, Customer Success, Pharmacy, and Supply Chain. The analyst will design and deliver scalable reporting solutions, develop advanced analytics, and champion a data-driven culture across the organization. This position will help drive real-time and near real-time measurement to power the call center operational success.
 
This role requires both business acumen and technical expertise to translate call center and customer success data into insights that optimize performance, elevate service, and ensure compliance in a regulated healthcare environment. The position reports to the Executive Director of Data Strategy.
Requirements:
Internal Analytics &amp; Reporting
<ul>
<li>Design and implement self-service data solutions and real-time reporting views for call center and customer success teams.</li>
<li>Build and maintain dashboards that track operational KPIs, SLA/MSA performance, and key service measures.</li>
<li>Develop and standardize metrics to measure performance, efficiency, customer satisfaction, and service quality.</li>
<li>Automate reporting processes to reduce manual effort and increase scalability.</li>
<li>Partner with leaders to define and track success metrics, including call handling, abandonment, workforce planning, and CSAT/FCR rates.</li>
<li>Integrate insights into enterprise business intelligence and product initiatives.</li>
</ul>
Training &amp; Enablement
<ul>
<li>Lead training programs for business users on self-service analytics and reporting tools.</li>
<li>Maintain a data dictionary, metric definitions, and standardized business rules for call center operations.</li>
<li>Create documentation, FAQs, and user guides to drive adoption of analytics solutions.</li>
<li>Mentor business partners on analytics best practices and improve data literacy across teams.</li>
</ul>
Process Optimization:
<ul>
<li>Partner with call center leaders to identify opportunities for process improvements through analytics.</li>
<li>Provide insights to optimize workforce scheduling, routing, escalation management, and cost efficiency.</li>
<li>Collaborate with IT and business partners to ensure data accuracy, governance, and system reliability.</li>
<li>Develop data quality monitoring processes to ensure integrity of KPIs.</li>
<li>Support compliance and audit requirements through robust reporting and documentation</li>
</ul>
Required Qualifications:
<ul>
<li>5+ years of experience in call center analytics, customer success operations, or business data analytics</li>
<li>Proven track record of implementing self-service analytics solutions</li>
<li>Strong project management and process improvement skills</li>
<li>Strong knowledge of call center operational models with integration to Pharmacy and Supply Chain workflows</li>
<li>Deep understanding of compliance and regulatory requirements (HIPAA, PCI DSS, TCPA, SOC 2)</li>
</ul>
Technical Skills:
<ul>
<li>Advanced analytics and reporting skills</li>
<li>Advanced skills in SQL and Python</li>
<li>Business intelligence tools (Looker, Domo, Metabase, Tableau)</li>
<li>Deep understanding of data modeling and architecture</li>
<li>Call Center data structures and terminology</li>
<li>Ability to manage and maintain a roadmap, familiar with iterative and agile methodologies</li>
<li>Advanced knowledge of AI, Prompt Engineering, Analytics, Batch, Streaming, webhooks</li>
<li>In-depth knowledge of call center data structures: IVR, CTI, CRM, ACD, workforce planning, ticketing systems.</li>
<li>Experience with call center platforms: Zendesk, Five9, Twilio, CallMiner, Mixpanel, Freshdesk, Hubspot, Retell.ai</li>
</ul>
Soft Skills:
<ul>
<li>Self-starter with ability to manage multiple priorities and stakeholders.</li>
<li>Strong analytical and problem-solving skills, with a passion for turning data into insights.</li>
<li>Collaborative team player with the ability to lead without authority.</li>
<li>Excellent written and verbal communication skills.</li>
<li>Skilled trainer, coach, and knowledge sharer.</li>
<li>Resilient, adaptable, and able to thrive in a fast-paced, high-growth environment.</li>
</ul>
Impact &amp; Deliverables:
<ul>
<li>Establish standardized frameworks for operational and service reporting.</li>
<li>Enable growth and scalability by driving efficiency in call center and pharmacy operations.</li>
<li>Deliver insights to improve patient experience and customer success outcomes.</li>
<li>Reduce manual reporting through automation and increase adoption of self-service tools.</li>
<li>Enhance data literacy and analytics culture across call center and customer success functions</li>
</ul>
Call Center and Pharmacy Industry Knowledge:
<ul>
<li>Deep understanding of call center operations and workflows with integration to Pharmacy operation and supply chain</li>
<li>Call Center Architecture: IVR, CTI, Workforce Management, Routing, Ticketing, CRM, ACD</li>
<li>Customer Journey/Service Levels: SLA, Hold Times, Abandonment, FTR/FCR, CSAT</li>
<li>Routing and Workforce Planning: Forecasting, scheduling, peak call times, skill inventory, labor cost optimization</li>
<li>Quality and Compliance: Recording, Monitoring, PHI, Call Scoring, Audit, Data Privacy, Intervention)</li>
<li>Escalation, Knowledge Base, AEPC, KPI-driven escalation rules, content management, consent</li>
<li>Technology: Virtual and Human call and chat agents, Call center applications such as Zendesk, Callminer, Five9, Twilio, Mixpanel, Freshdesk, Hubspot, Telephony</li>
<li>Knowledge of compliance requirements: Privacy, HIPAA, PCIDSS, FCC, TCPA, BCP/DRP, SOC 2, NICE Experience with managing metrics, measures and KPIs used in call centers and pharmacy ops</li>
<li>Experience with digital automation and virtual agents in call center and pharmacy operations</li>
</ul>
Education:
<ul>
<li>Bachelor’s degree in Business Analytics, Data Analytics, Information Systems or related field</li>
<li>Relevant certifications in analytics or call center management is a plus </li>
</ul>
Work Environment:
<ul>
<li>Collaborative, team-oriented culture.</li>
<li>Hybrid position in Columbus, OH (on-site 3 days per week).</li>
<li>Blend of strategic initiatives and hands-on analytics work.</li>
<li>Opportunity to influence the operations of a best-in-class digital pharmacy.</li>
<li>Commitment to continuous improvement and innovation.</li>
</ul>
 
Our Offer To Ensure You Choose Gifthealth
<ul>
<li>Competitive salary and comprehensive benefits package (healthcare, dental, vision).</li>
<li>Retirement savings plan (401k) with company match.</li>
<li>Generous paid time off.</li>
<li>Continuous professional development opportunities in a supportive and innovative work environment.</li>
<li>A chance to be at the forefront of transforming pharmacy and directly impacting patient care.</li>
<li>Gifthealth is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.</li>
</ul>
Join us in transforming healthcare and building the teams that make it happen. Apply today!

Business Data Analyst - Call Center

<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>
Position: Call Center/Customer Support Analyst
Location: Harrisburg, PA
Work Setup: Hybrid - 5 days in office and 5 days work from home (alternative)
Hourly Pay: $19/hour on a 1099 basis
Shift: 8AM - 4:30AM or 8:30AM to 5PM
Openings: 5
Training: They may come into the office while they are in training though and once they get up to speed, then will be put in the telework mix.
 
Job Description:
The Help Desk Analyst / Call Center Analyst is responsible for taking calls and assisting users with computer-related issues such as logins, password resets, and navigating applications. They analyze and troubleshoot business application support problems, using their knowledge of computer software, hardware, and application services to resolve user issues. When necessary, they escalate tickets to Tier Two support. This role does not involve wiring, hardware setup, or remote access activities.
 
Roles and Responsibilities:
• Receives telephone calls and e-mails from users having problems using business application or inquiring how to use specific aspects of the applications.
• Ascertains the nature of problem, determine whether problem is caused by hardware such as modem, printer, cables, or telephone, or is an application issue and logs in tracking system.
• Escalates issues in accordance with defined procedures.
• Assists users through problem solving steps.
• Uses technical databases to research problems, and talks with co-workers to research problem and find solution.
• Makes appropriate use of reference publications and diagnostic aids in resolving technical problems.
• Assists in coordination of changes, upgrades and new products, ensuring systems will operate correctly in current and future environment.
• Provides accurate and complete answers to general use and administrative environment questions in a timely manner.
• Communicates accurate and useful status updates.
• Manages and reports time spent on all work activities.
• Follows quality standards.
• Able to work in a team environment.
• Completes assigned tasks.
• Strong communication skills; both written and spoken.

Call Center/Customer Support Analyst

<h3>Job Description</h3>
Job Description
*Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

Curious? Join the Insite Journey!

Full-Time, In-Office 1510 SE 17th St 4th floor, Fort Lauderdale, Florida 33316
Why join Insite? 401k, PTO, and benefits (health, vision, dental, short/long term disability, and more eligibility within 1 month of start date). We also offer rotating employee events and activities, Hawaiian Fridays, and employee celebrations!

Are you a good fit for our team? Insite’s purpose is to help people win. We seek individuals that enjoy working in a collaborative environment and celebrate continuous improvement. We also seek people that strongly resonate with our Core Tenets: Embrace the Journey, Stay Curious, Be Exceptional, and Succeed Together!

The Real-Time Analyst position is responsible for performing a full range of activities that will positively impact the program through real-time management of resources to maximize efficiency and occupancy. In this role, you will manage real-time and/or intraday resources to ensure the correct number of agents are in their seats at the right times to answer an accurately forecasted volume of incoming calls at the desired service level. You will monitor and respond to Real-Time Adherence (RTA), queue activity, and service levels. The Real-Time Analyst analyzes intraday and historical performance to respond/plan appropriately to achieve operational service goals. This role administers volume contingency action plans deemed necessary and appropriate, keys daily exception requests, updates schedules, and responds to escalated issues and ad-hoc requests within established turnaround times. This role also serves as the first line of support for frontline-agent troubleshooting, including basic troubleshooting support such as password resets, network and PC troubleshooting. 

How you can be Exceptional in this role:
<ul>
<li>Understand the fundamentals of Microsoft Office (Excel, Word, Outlook)</li>
<li>Perform and interacts with a positive mindset with internal staff and leadership</li>
<li>Manage own performance with minimal supervision</li>
<li>Curious with a strong desire to understand a problem and work it to a viable solution</li>
<li>Passionate about continuous improvement, always actively seeking out practical solutions to challenging business problems</li>
<li>Communicates verbally, written, and remotely at a high level</li>
</ul>

How you will help us Succeed together:
<ul>
<li>A minimum of 3 years of experience in a contact center </li>
<li>Strong analytical and organizational skills </li>
<li>Availability to work Monday - Sunday 8 am - 11 pm EST</li>
</ul>

How you can Stand out:
<ul>
<li>A minimum of 2-year Workforce RTA/Scheduling Experience </li>
<li>Experience with ACD WFM systems like NICE CXone, NICE IEX, Genesys, Five9, OR Calabrio </li>
<li>Intermediate knowledge of call center management and all related calculations</li>
</ul>
Learn more about our amazing partner, Princess Cruise Lines, at About Princess Cruise LinesEqual Opportunity Employer M/F/D/V

Call Center Real-Time Analyst (RTA)

<h3>Job Description</h3>
Job Description
Description
The Customer Service department’s Quality Assurance (QA) team is responsible for evaluating recorded customer service and mechanical claim phone calls to ensure phone agents are following established procedures and delivering high-quality customer service. The job includes reviewing both audio and screen recordings to verify that conversations and system interactions align with our department goals. The ideal candidate will have strong attention to detail, technical aptitude, and a collaborative mindset. Reliability and openness to feedback are critical, especially during onboarding and calibration periods.
• Conduct quality reviews of recorded phone calls and onscreen activities for both Customer Service and Mechanical Claims agents, 15 per day.
• Assess agent performance based on process adherence, information accuracy, and customer service standards.
• Document findings using established QA scorecards and feedback methods.
• Participate in QA team calibration sessions to ensure scoring consistency.
• Meet and maintain all work productivity expectations and quotas both in-office and remotely.
Skills &amp; Qualifications
• At least 1 year of experience in a QA role, in a call center setting.
• Strong attention to detail and the ability to identify process deviations
• Basic technical proficiency, including comfort with reviewing multimedia recordings and navigating internal systems.
• Reliable attendance and punctuality; must consistently adhere to the assigned work schedule.
• Strong communication skills and the ability to accept and apply feedback.
• Self-motivated and capable of maintaining productivity while working independently.
• Must have a dedicated home workspace, free from distractions, on the days they work from home.
Pay and Benefits
The pay range for this position is $19.00 - $21.00/hr.
Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:
 • Medical, dental &amp; vision • Critical Illness, Accident, and Hospital • 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available • Life Insurance (Voluntary Life &amp; AD&amp;D for the employee and dependents) • Short and long-term disability • Health Spending Account (HSA) • Transportation benefits • Employee Assistance Program • Time Off/Leave (PTO, Vacation or Sick Leave)
Workplace Type
This is a hybrid position in Earth City,MO.
Application Deadline
This position is anticipated to close on Sep 5, 2025.
h4&gt;About TEKsystems: 
We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company. 
The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
About TEKsystems and TEKsystems Global Services
We’re a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We’re a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We’re strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We’re building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.
The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

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