CURRENT OPENINGS

Command Center Analyst - Raytown

The ideal candidate will be versatile in many aspects of Contact Center Workforce Management. Primarily will be overseeing, tracking and monitoring Contact Center call volumes to determine optimal staff and technology to service these requests. Candidates will also be responsible for learning and using proprietary software used to measure Service Levels and other metrics for over 100 clients.

·         Accountable for building positive proactive relationships with internal and external customers

·         Direct daily monitoring and adjust staffing levels as necessary to ensure service levels are achieved

·         Develop and design of departmental reports for individual and unit performance metrics

·          Track, forecast and report call volumes and Contact Center performance metrics

·         Produce Ad Hoc reports to provide detailed statistical analysis at an individual, team, contact center, business
           unit and department level

·         Actively supports process improvement initiatives through re-enforcement of strategies generated

·         Maintain staff resource management database using IEX Totalview – Workforce Management

·         Create agent schedules to support call volume demands and optimize Center performance

·         In collaboration with management, set goals, objectives, and priorities in alignment with departmental goals

·         Observe and notify management staff regarding critical call center issues and/or incidents

 

Position will be part of a team supporting multiple Contact Centers across the Midwest. No travel is required but must be flexible in regards to schedule worked.

 

Minimum Requirements:

·         High School Diploma or equivalent

·         1 year Workforce Management experience in at least one of the following aspects: scheduling, forecasting,  real time management and/or reporting 

·         2 years related work experience, preferably in a contact center environment

·         Strong math aptitude with proven analytical ability and forecasting skills

·         Advanced knowledge of Excel and IEX Totalview or other forecasting and scheduling tools

·         Excellent verbal, written and interpersonal communication skills 

·         Proven ability to work with employees at all levels of the organization

·         Strong attention to detail and problem solving skills

·         Ability to work independently in highly visible position

·         Successfully work under pressure and effectively multitask to meet critical deadlines

 

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Contact Center Director - Raytown

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Inbound Customer Advocate / Insurance - Raytown

USA 800 is now seeking  Customer Advocates for our inbound insurance call center operation.

Come join our dynamic, fast growing, 100% employee owned company that places value on courtesy and respect of its employee-owners.

Requirements:

 

·         Strong knowledge and experience with insurance policies and associated billing issues.

·         Property/Casualty Insurance experience a plus.

·         Must possess a customer focused mindset

·         Must be dependable, high energy, detail oriented person

·         Ability to work with multiple systems

·         Must be able to effectively take inbound inquiries from insurance policy holders for both business and personal lines.

·         Must demonstrate excellent verbal & written communication & listening skills.

·         Possess a strong desire to solve customer issues efficiently.

·         Experience with Windows based software including Excel, Word & email applications.

·         Must be self directed and able to work with little supervision

·         Must be flexible with schedule and job duties

 

 

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National Account Manager - Raytown

 

Summary Description:  The National Account Manager is responsible for relationship management, program execution, and service optimization for USA 800’s clients.  Serves as the single point of contact for the client and internally for the respective clients, and works across the organization to ensure the client’s business objectives are understood and being executed upon.  The National Account Manager provides proactive advice to clients regarding services and performance.  This position requires very strong relationship management, communication, project management, analysis and solution development skills.

 

Responsibilities:

·         Work closely with the client to identify business objectives and program requirements;     
          communicate these internally and work cross-functionally to ensure they are delivered.

·         Proactively monitor quality and program goals to ensure we meet and/or exceed
          client expectations.

·         Conduct regular performance analyses of assigned accounts to understand strengths, 
          opportunities and relevant trends  (develop recommendations where improvement needs are  
          identified) 

·         Effectivefly and professionally communicate results and plans to clients.

·         Implement new accounts and new programs for existing accounts; manage timelines and 
          task completion across the organization in a matrix environment.
·        
          Coordinate with Information Technology to ensure business requirements are 
          understood and incorporated into phone scripts, data files and reports.

·         Work closely with Training to ensure all agents are trained and knowledgeable about
          client's products and/or goals.

·         Coordinate with Workforce Management to ensure volume and staffing needs are 
          understood and being supported.

·         Work closely with call center Operations to ensure quality and performance standards 
          are being met.
·         Coordinate with accounting in preparation of monthly client invoices.

 

Requirements:

·         Must be proactive and have strong problem solving skills.

·         Must be detail oriented, prompt and have good follow through skills.

·         Must have:

o   Very strong written and verbal communication skills and be able to apply them to a variety of 
     audiences, including internal and client executives; must also be able to manage relationships
     across diverse groups.

o   Very strong analytical skills, including the ability to structure fairly complex data analysis.

o   Strong project management skills.

o   A proven record of successfully managing multiple, sometimes competing, priorities.

o   A proven record of effectively and positively delivering results in a matrix team environment.

·         Must be proficient with the Microsoft Office software suite, especially Excel and Powerpoint.

·         Bachelor’s Degree, or commensurate work experience, is required.

·         Call Center experience is preferred, but not mandatory.

·         Travel is minimal, typically less than 5%

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Customer Advocate - Halstead
Primary Responsibilities

Act as an advocate for each customer while balancing customer need against company priorities
Answer all calls promptly with a high level of professionalism and courtesy; accurately & efficiently provide all product and/or service information using available resources.
Maintain call control to efficiently handle all calls.
Effectively maneuver through scripting and various computer and web based applications.
Remain knowledgeable and up to date on all new clients, programs and script changes.
Must be able to multi-task using several applications at once, and handle data entry.
Must work scheduled hours, while keeping unscheduled time off & absences to a minimum.
Meet or exceed all client expectations. May include meeting specific sales targets and quality scores.
Understand and adhere to all policies and procedures as outlined by USA800.

To be considered for this position, you must meet the following requirements

Meet minimum age requirement: 16 years of age
Pass background check and potential drug screen
For full-time positions: Provide a 10-hour window of availability per day within USA800’s hours of operation; part-time positions available based on applicant’s availability
Commit to possible 2-week training schedule that may be outside availability
Satisfactorily complete all required assessments as well as script test
Proficient at using a standard computer and mouse
Professional, polite & friendly
Detail oriented
Previous call center sales &/or customer service experience preferred
Bilingual applicants encouraged to apply (bilingual differential will apply)

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Customer Advocate - St. Joseph

Primary Responsibilities

• Act as an advocate for each customer while balancing customer need against company priorities
• Answer all calls promptly with a high level of professionalism and courtesy; accurately & efficiently provide all product and/or service information using available resources.
• Maintain call control to efficiently handle all calls.
• Effectively maneuver through scripting and various computer and web based applications.
• Remain knowledgeable and up to date on all new clients, programs and script changes.
• Must be able to multi-task using several applications at once, and handle data entry.
• Must work scheduled hours, while keeping unscheduled time off & absences to a minimum.
• Meet or exceed all client expectations.  May include meeting specific sales targets and quality scores.
• Understand and adhere to all policies and procedures as outlined by USA800.

 
To be considered for this position, you must meet the following requirements

• Meet minimum age requirement: 16 years of age
• Pass background check and potential drug screen
• For full-time positions: Provide a 10-hour window of availability per day within USA800’s hours of operation; part-time positions available based on applicant’s availability
• Commit to possible 2-week training schedule that may be outside availability
• Satisfactorily complete all required assessments as well as script test
• Proficient at using a standard computer and mouse
• Professional, polite & friendly
• Detail oriented
• Previous call center sales &/or customer service experience preferred
• Bilingual applicants encouraged to apply (bilingual differential will apply)

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Customer Advocate - Raytown


Primary Responsibilities

• Act as an advocate for each customer while balancing customer need against company priorities
• Answer all calls promptly with a high level of professionalism and courtesy; accurately & efficiently provide all product and/or service information using available resources.
• Maintain call control to efficiently handle all calls.
• Effectively maneuver through scripting and various computer and web based applications.
• Remain knowledgeable and up to date on all new clients, programs and script changes.
• Must be able to multi-task using several applications at once, and handle data entry.
• Must work scheduled hours, while keeping unscheduled time off & absences to a minimum.
• Meet or exceed all client expectations.  May include meeting specific sales targets and quality scores.
• Understand and adhere to all policies and procedures as outlined by USA800.

 
To be considered for this position, you must meet the following requirements

• Meet minimum age requirement: 16 years of age
• Pass background check and potential drug screen
• For full-time positions: Provide a 10-hour window of availability per day within USA800’s hours of operation; part-time positions available based on applicant’s availability
• Commit to possible 2-week training schedule that may be outside availability
• Satisfactorily complete all required assessments as well as script test
• Proficient at using a standard computer and mouse
• Professional, polite & friendly
• Detail oriented
• Previous call center sales &/or customer service experience preferred
• Bilingual applicants encouraged to apply (bilingual differential will apply)

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