Monitor real-time contact center performance metrics to ensure service reliability.
Execute intraday workforce adjustments to respond to demand fluctuations and operational challenges.
Analyze data and create dashboards to communicate performance trends and drive improvements.
Our partner is a healthcare-focused organization dedicated to improving patient access and experiences through optimized customer service operations. They operate in a fast-paced, regulated environment, leveraging AI-enabled tools and a collaborative culture.
Acts as the initial point of contact for Talkdesk's platform related issues, accurately capturing incident details and attempting immediate resolution.
Familiarity with Reporting, Workforce Management, and Quality Management applications for issue triage, data verification, and system health monitoring.
Maintains rigorous ticketing hygiene, SLA compliance, and knowledge base documentation while providing professional customer support.
Talkdesk is pioneering a new era of Customer Experience Automation (CXA), redefining how the world's most admired brands interact with their customers through AI. With a global team and recognition as a Leader in the Gartner Magic Quadrant for CCaaS, the company fosters an inclusive culture where diverse perspectives drive success.
Lead shift operations in a 24/7/365 support environment to maintain service levels and customer experience.
Provide real-time coaching and direction to a small team of agents, ensuring performance commitments are met.
Partner with managers to drive engagement, identify performance trends, and support continuous improvement.
PerfectServe is a leading provider of clinical communication and physician scheduling solutions in the health IT space. With over 400 employees and 30,000 customers, the company has a collaborative culture focused on innovation and cutting-edge product development.
Manage daily support operations across inbound channels to ensure service levels and satisfaction targets are achieved.
Coach and mentor team leads, conduct quality reviews, and drive continuous improvement initiatives.
Monitor workforce management metrics, handle escalations, and maintain operational efficiency.
The company specializes in customer support and client satisfaction management, seeking to enhance service quality. It fosters a collaborative and growth-oriented culture with remote work opportunities and a focus on team development.
Lead the multi-year Member Care staffing strategy, workforce management, vendor strategy, and AI enablement to scale operations.
Oversee vendor relationships, performance standards, and BPO management to ensure service level and margin goals.
Drive AI and automation roadmap to improve productivity and service delivery, collaborating with cross-functional teams.
Included Health is a healthcare company delivering integrated virtual care and navigation, on a mission to raise the standard of healthcare for everyone. We are a remote-first company with a diverse team and a culture of partnership and transparency.
Oversee customer service teams to ensure high-quality support and operational efficiency.
Manage daily operations, including scheduling, performance monitoring, and escalation handling.
Drive continuous improvement and report on key performance metrics.
The company provides global customer success and support services. It fosters a collaborative, professional culture focused on employee development and teamwork.
Manage all technology needs for the Customer Service department and monitor real-time call distribution.
Track technology issues, coordinate with IT, and execute testing for new implementations.
Identify and bring forward process improvement opportunities to increase efficiency.
Fallon Health is a health plan provider that delivers equitable, high-quality coordinated care for government-sponsored health insurance programs. Founded in 1977 in Worcester, Massachusetts, the company prioritizes members and embraces diversity in its workforce.