Call Center Representative

• Serve as the primary point of contact for employee inquiries and concerns
• Triage and resolve employee inquiries through inbound calls and chats
• Determine the nature of employee concerns and escalate unresolved or specialized questions to Functional Specialists
• Resolve issues using contact center procedures, policy manuals, knowledge management systems, and reference materials
• Document employee inquiries and issues in the case management application, such as ServiceNow
• Generate solutions for the online knowledge base
• Notify appropriate team members when knowledge base updates are needed
• Identify unusual calling events and recurring employee issues
• Collaborate with the Contact Center Supervisor or Operations Manager to suggest process, procedure, and training improvements
• Suggest ways to update, simplify, or enhance processes, procedures, and technologies
• Participate in special projects and perform other assigned duties

HR Contact Center Representative I

• Respond to and resolve routine telephone calls from clients and bank employees concerning client accounts and related services
• Maintain knowledge of Bank products and services to attract, retain and expand client relationships
• Interpret and explain bank charges, policies, procedures, special programs and rates
• Initiate appropriate transactions to satisfy client requests
• Resolve routine client service issues and research issues within established guidelines
• Inform clients about causes of problems and corrective actions
• Advise management of irregular or recurring problems and suggest call center service improvements
• Follow bank policies, procedures and guidelines for transaction processing and client service
• Protect bank assets and income and maintain confidentiality of client information
• Follow the Bank’s Information Security policies and procedures
• Obtain and monitor bank account documentation
• Promote excellent client service
• Participate in community organizations supporting the Community Reinvestment Act
• Maintain current knowledge of bank regulations
• Perform other duties as assigned

• Provide knowledgeable responses to basic client questions and escalate complex cases to appropriate staff
• Solve client problems, update account history, and follow up with clients to confirm resolution
• Adhere to client SLAs and consistently meet production targets
• Collaborate with team members, management, and clients to resolve inquiries
• Cross-train new resources in customer service processes
• Review and recommend changes to procedures and workflow to improve inquiry processing efficiency

Bilingual Call Center Agent

• Resolve complex member issues and escalations with minimal guidance
• Learn and retain knowledge of products and services
• Meet established phone efficiency and quality performance standards
• Respond to member needs, concerns, and frustrations with care and appropriate urgency
• Recommend products and services to meet member needs
• Identify, investigate, and resolve member concerns
• Process and complete member transactions efficiently
• Identify and report fraudulent activity
• Update member and Credit Union account information accurately
• Educate members on products to retain and enhance loyalty
• Take ownership of the majority of calls with minimal Support guidance
• De-escalate situations using judgment and critical thinking
• Assist with complex Online/Mobile Banking issues and Mobile Wallet setup
• Open Sub shares
• Complete Regulatory Training Modules
• Model Golden 1 Core Values
• Perform other duties as assigned

Contact Center Member Service Representative II

• Monitor and coordinate daily operations of the assigned unit
• Coordinate patient flow and adjust work assignments to minimize patient wait times
• Ensure registrations follow established policies and procedures, meet data quality goals, optimize point-of-service cash collections and cash flow, and use resources efficiently
• Coach, train, orient, and provide professional development and performance feedback to team members
• Facilitate team workflow by answering questions, providing guidance, troubleshooting, and leading by example
• Assist with preparing and posting team work schedules and covering staffing needs, including sick calls and weekends
• Evaluate individual and team performance and provide feedback regarding counseling and disciplinary action
• Assist with hiring, transfers, promotions, overtime, and other staff-related administrative actions
• Monitor staffing levels, overtime, time and attendance, quality control, registration accuracy, benefits verification, and insurance documentation
• Collect data for performance indicators and quality assurance reporting
• Update the registration system to support billing and collections
• Monitor patient wait and registration times
• Assist with customer needs, complaints, and follow-up
• Serve as liaison with other department units
• Oversee and assign work to team members and ensure deadlines and quality standards are met

Admissions Team Lead – Patient Access Contact Center, Gastroenterology

• Oversee multiple contact center operations across all customer interaction channels
• Lead managers and supervisors to achieve service levels, customer satisfaction, quality standards, and business objectives
• Identify and implement operational process improvements
• Develop and manage volume forecasts, staffing models, and capacity plans
• Identify operational risks and performance gaps and implement mitigation strategies
• Collaborate with cross-functional teams to align resources with customer demand and organizational priorities
• Develop and manage operating, labor, technology, and departmental budgets
• Monitor financial performance, analyze budget variances, and implement corrective actions
• Oversee budget forecasting, financial analysis, resource allocation, and productivity initiatives
• Approve expenditures and operational investments
• Build partnerships with clients, business leaders, and operational stakeholders
• Lead customer experience improvement initiatives
• Ensure programs, projects, and service initiatives are delivered on time and within scope
• Partner with technology, workforce management, training, quality, and business teams on new services and operational enhancements
• Support business development activities, client presentations, operational solution design, and technology adoption
• Recruit, select, and retain managers, supervisors, and support staff
• Provide leadership, coaching, mentoring, and development opportunities
• Manage performance through goal setting, coaching, recognition, accountability, promotions, compensation adjustments, and succession planning

Senior Call Center Manager

• Lead, coach, and develop Pharmacy Technician Leads and Pharmacy Technicians
• Monitor team performance and provide feedback, mentoring, and career development
• Conduct performance evaluations and support performance management activities
• Translate strategic priorities into effective daily workflows
• Foster accountability, engagement, and continuous improvement
• Partner with pharmacy leadership to implement workflow enhancements and operational policies
• Ensure compliance with departmental procedures and regulatory requirements
• Support audit readiness and documentation quality standards
• Assist with claims processing issues, PBM interactions, and member/provider communications
• Collaborate across teams to improve pharmacy quality outcomes, Star performance, and member satisfaction
• Support pharmacy programs, campaigns, quality initiatives, and PBM oversight activities
• Recruit, hire, onboard, train, and develop team members
• Assign and monitor workloads
• Coach, counsel, and manage performance
• Build a high-performing, engaged technician team

Pharmacy Contact Center Manager

• Lead people operations across Centerfield’s multi-site U.S. call center network
• Serve as strategic HR partner to Call Center Site Directors, Operations Managers, and supervisors
• Coach managers on feedback, accountability, attendance management, and agent retention
• Translate operational objectives into frontline people strategies
• Lead, mentor, and develop a distributed team of HR Partners
• Establish SOPs and response SLAs across shifts and time zones
• Escalate complex investigations, disciplinary decisions, and involuntary terminations
• Manage end-to-end talent acquisition for U.S. call center hiring
• Lead the Call Center Recruiting team and set sourcing, funnel, and candidate-experience standards
• Drive high-volume recruiting pipelines to meet training dates, headcount quotas, and seasonal ramps
• Track and optimize cost-per-hire, time-to-fill, interview-to-offer, and early show-rate metrics
• Oversee employee relations and investigations involving grievances, policy violations, performance issues, and wage-and-hour disputes
• Maintain compliance with multi-state employment laws
• Partner with Legal and senior HR leadership on high-risk personnel decisions
• Analyze turnover and 30/60/90-day attrition
• Design retention and recognition initiatives for call center environments

HR Director – Call Center Operations

• Provide day-to-day guidance, coaching, and support to Customer Service Representatives serving California's Medi-Cal members and providers
• Monitor team performance and identify coaching opportunities
• Reinforce quality, productivity, attendance, and customer service expectations
• Assist with resolving member and provider escalations
• Support compliance with company policies and client requirements
• Partner with supervisors, Quality, Training, and Workforce Management to support operational goals and continuous improvement initiatives
• Serve as a subject matter expert by answering questions
• Assist with new hire onboarding
• Reinforce process and policy updates

Call Center Representative jobs in California

HR Contact Center Representative I