942 Customer Service Representatives jobs in Florham Park
Client Relations Manager
Posted 15 days ago
Job Viewed
Job Description
At Cengage Group, our employees have a direct impact in helping students around the world discover the power and joy of learning. We are bonded by our shared purpose - driving innovation that helps millions of learners improve their lives and achieve their dreams through education.
**Our culture values diversity, engagement, and discovery**
Our business is driven by our strong culture, and we know that creating an inclusive and diverse workplace is critical to the success of our company and our learners, as well as our individual well-being. We recognize the value of different perspectives in everything we do, and strive to ensure employees of all levels and backgrounds feel empowered to voice their ideas and bring their authentic selves to work. We achieve these priorities through inclusive programs, benefits, and initiatives that are integrated into the fabric of how we work every day. To learn more, please see Client Operations Manager will:**
This role will work to manage and deliver talent pipeline services to new and existing corporate clients. The Client Operations Manager is responsible for guiding new corporate clients through post-contract onboarding processes and managing client succes and service delivery from end to end through the entire contract lifecycle. Success in this position will be defined by our ability to deliver exceptional talent pipeline and upskilling services to our corporate clients, help grow the client relationship, and demonstrate the performance vital for the sales team to expand our business. In addition, they will analyze and improve organizational processes, and work to improve quality, productivity and efficiency.
The Client Operations Manager will be responsible for managing several corporate clients and the talent pipeline and upskilling service(s) delivered to include the following:
+ Responsible for all phases of the talent pipeline lifecycle - helping clients with processes throughout onboarding, assisting with the design and process development for each client, proactively contacting clients at strategic intervals through the contract lifecycle, assisting with technical support needs, providing regular reporting, and holding quarterly progress sessions for assigned clients.
+ Develop and implement operational policies and procedures related to candidate application, enrollment, and persistence through our train-to-hire programs in preparation for placement with our corporate clients. Be responsible for applicant outreach, communications, and success through the recruitment funnel.
+ Develop and implement operational policies and procedures related to enrollment, persistence and certification for upskilling trainees identified by our corporate clients. Be responsible for upskilling trainee support, communications, reporting, and success.
+ Analyze operational processes and performance data to find opportunities for improvement.
+ Lead and direct operations team to achieve business targets; including student/candidate tracking and client reporting data and metrics.
+ Vet and prepare trainees for referral to clients to be interviewed and hired for on-site training.
+ Work cross functionally with both internal departments and external clients to achieve goals.
+ Identify and implement strategies to improve quality of service, productivity and profitability for both recruited candidates and upskilling students enrolled by clients.
+ Liaise and cross-collaborate with internal team members to ensure forecasting is fulfilled appropriately.
+ Ensure all operations are carried on in an appropriate and cost-effective way; respond to clients and students in a timely manner.
+ Support in forecasting requirements, communicating with clients directly, and addressing operational needs; establish standard methodologies for an energetic team with scalable processes to drive client success and growth.
+ Be responsible for related procurement processes and coordinate material and resources allocation.
+ Identify and address problems and opportunities for the business.
+ Provide data and support to management as needed.
**Skills You'll Need Here:**
**Basic:**
+ BA/BS or equivalent work experience and a validated, successful track record in a detail oriented position.
+ Minimum of four years of successful operations, talent acquisition, client services or related detail-oriented and customer-focused work.
+ Values and appreciates diversity of thought; able to work with diverse audiences both internally and externally.
+ Highly flexible and adaptable to change.
+ High energy and good communication skills both written and verbal.
+ Ability to interact professionally with Vice Presidents and Director level staff within clients.
+ Have a customer focused mentality; both in work with candidates, trainees and clients.
+ Comfortable using technology in performing routine job tasks and for product demonstration purposes.
+ Outstanding organizational and time management skills.
+ Proficiency in PC and Microsoft Office applications. Great if experienced with Salesforce.
+ Ability to monitor and evaluate operational data.
**Preferred:**
+ Professional business-to-business/customer success experience (3 years strongly desired)
+ Experience working with adult learners and non-traditional students.
+ Proficiency in being a great partner within and outside one's own department.
+ Understanding of client relations/partnership management and how to efficiently work with external partnerships.
+ Driven to succeed and yearning to make impact; customer success obsession mentality.
Cengage Group is committed to working with broad talent pools to attract and hire strong and most qualified individuals. Our job applicants are considered regardless of race, national origin, religion, sex, sexual orientation, genetic information, disability, age, veteran status, and any other classification protected by applicable federal, state, provincial or local laws.
Cengage is also committed to providing reasonable accommodations for qualified individuals with disabilities including during our job application process. If you are an applicant with a disability and require reasonable accommodation in our job application process, please contact us at or at .
**About Cengage Group**
Cengage Group, a global education technology company serving millions of learners, provides affordable, quality digital products and services that equip students with the skills and competencies needed to be job ready. For more than 100 years, we have enabled the power and joy of learning with trusted, engaging content, and now, integrated digital platforms. We serve the higher education, workforce skills, secondary education, English language teaching and research markets worldwide. Through our scalable technology, including MindTap and Cengage Unlimited, we support all learners who seek to improve their lives and achieve their dreams through education.
**Compensation**
At Cengage Group, we take great pride in our commitment to providing a comprehensive and rewarding Total Rewards package designed to support and empower our employees. Click here ( to learn more about our _Total Rewards Philosophy_ .
The full base pay range has been provided for this position. Individual base pay will vary based on work schedule, qualifications, experience, internal equity, and geographic location. Sales roles often incorporate a significant incentive compensation program beyond this base pay range.
$58,300.00 - $75,750.00 USD
**Cengage Group** , a global education technology company serving millions of learners, provides affordable, quality digital products and services that equip students with the skills and competencies needed to be job ready. For more than 100 years, we have enabled the power and joy of learning with trusted, engaging content, and now, integrated digital platforms.
We serve the higher education, workforce skills, secondary education, English language teaching and research markets worldwide. Through our scalable technology, including MindTap and Cengage Unlimited, we support all learners who seek to improve their lives and achieve their dreams through education.
**_Warning: Be aware, there has been an increase of targeted recruitment_** **_scams perpetrated by bad actors falsely providing job offers on behalf Cengage Group to candidates as a means of obtaining personal information. Note that Cengage will always interview candidates via live in-person meetings, phone calls and video calls before an offer would be extended. Also, be sure to check that communication is coming from an @cengage.com email address._**
Help Desk Analyst
Posted 15 days ago
Job Viewed
Job Description
Responsibilities:
- Provide first-level technical support for hardware, software, and network-related issues.
- Troubleshoot and resolve issues with Apple devices, Mac computers, and Microsoft systems.
- Assist with configuration management and system deployments to ensure seamless operations.
- Manage and maintain Active Directory accounts and permissions.
- Support the setup and maintenance of Cisco and Citrix technologies.
- Respond to and resolve help desk tickets in a timely and detail-oriented manner.
- Guide end-users through problem-solving steps and provide clear instructions.
- Document technical issues and resolutions to contribute to the knowledge base.
- Collaborate with team members to improve IT processes and customer satisfaction.
- Ensure compliance with company policies and security standards. Requirements - Proven experience in a help desk or IT support role.
- Strong knowledge of Android development, Apple devices, and Mac computers.
- Familiarity with Cisco and Citrix technologies.
- Proficiency in Microsoft systems and Active Directory management.
- Solid understanding of computer hardware and configuration management.
- Ability to handle system deployments and troubleshoot technical issues effectively.
- Excellent communication and problem-solving skills.
- Ability to work independently and manage multiple tasks in a fast-paced environment. Technology Doesn't Change the World, People Do.®
Robert Half is the world's first and largest specialized talent solutions firm that connects highly qualified job seekers to opportunities at great companies. We offer contract, temporary and permanent placement solutions for finance and accounting, technology, marketing and creative, legal, and administrative and customer support roles.
Robert Half works to put you in the best position to succeed. We provide access to top jobs, competitive compensation and benefits, and free online training. Stay on top of every opportunity - whenever you choose - even on the go. Download the Robert Half app ( and get 1-tap apply, notifications of AI-matched jobs, and much more.
All applicants applying for U.S. job openings must be legally authorized to work in the United States. Benefits are available to contract/temporary professionals, including medical, vision, dental, and life and disability insurance. Hired contract/temporary professionals are also eligible to enroll in our company 401(k) plan. Visit roberthalf.gobenefits.net for more information.
© 2025 Robert Half. An Equal Opportunity Employer. M/F/Disability/Veterans. By clicking "Apply Now," you're agreeing to Robert Half's Terms of Use ( .
Help Desk Technician 1
Posted 14 days ago
Job Viewed
Job Description
Maximus is looking for an entry level Help Desk technician to contribute to the DMCS Help Desk.
This position is remote.
Essential Duties and Responsibilities:
- Responsible for responding to telephone calls, emails, and personnel requests for technical support.
- Identify, research, and resolve technical problems.
- Document, track, and monitor problems to ensure timely resolution.
- Correct application issues, solve network and security problems, and identify common PC software and hardware problems.
- Assign username, password, and access right permissions for multiple proprietary applications, as well as client software.
Job-Specific Essential Duties and Responsibilities:
- Answer internal and external telephone calls for end user issues or requests, complete tickets in the ticketing system and process the requests
- Ask questions to determine work assignment queue
- Monitor customer requests arriving via email for customers seeking help, by completing a ticket in the ticketing system and processing the request
- Serve as the single point of contact to the customer's end users for related issues, problems and requests
- Track, route and redirect problems to correct resources
- Monitor Service Desk for tickets assigned to the queue and process first-in first-out based on priority
- Walk customer through problem-solving process
- Coordinate, monitor and respond quickly and effectively to all Service Desk open incident tickets in order to ensure issues are closed within the required Service Levels, work directly with the Client's service partners for escalation and timely issue resolution
- Provide helpdesk support and resolve problems to the end user's satisfaction
- Verify with the customer that the issue has been resolved and update the ticketing system
- Receives and prioritizes issues and forwards using appropriate escalation procedures
- Identifies, investigates and researches user questions and problems as well as isolating and resolving information systems problems
- Special projects may be assigned and an opportunity to work, based on ability to meet and exceed performance benchmarks
- Recommended procedure modifications or actively contribute to ongoing process improvements
- Assist Service Desk Management with executing reports to monitor and track tickets, reporting, analysis, or testing tasks
Minimum Requirements
- High school diploma or GED required and 0-2 years of relevant professional experience required, or equivalent combination of education and experience.
Job-Specific Minimum Requirements:
- 0-2 years experience
Additional Requirements as per Contract/Client:
- Must be able to obtain a 6C Public Trust government clearance
- Must be a U.S. citizen.
- Must currently reside in the U.S.
- Must be able to pass a criminal background check.
- Must not be delinquent or in default on any federal student loans.
- Employment and continued employment are contingent upon obtaining and maintaining a favorable clearance.
- Final suitability determination is the sole discretion of the Department of Education.
- Obtaining and Maintaining a PIV-I card is a requirement of this position. PIV-I cards must be picked up in person. If applicable, new and existing employees may need to travel via car, train, or plane to a designated location to pick up their new or replacement PIV-I card. Any travel expenses will be paid for by Maximus.
Preferred Skills and Qualifications:
- Microsoft Office
- Help Desk Ticketing Solution such as ServiceNow or SysAid
- ITIL
EEO Statement
Maximus is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, age, national origin, disability, veteran status, genetic information and other legally protected characteristics.
Pay Transparency
Maximus compensation is based on various factors including but not limited to job location, a candidate's education, training, experience, expected quality and quantity of work, required travel (if any), external market and internal value analysis including seniority and merit systems, as well as internal pay alignment. Annual salary is just one component of Maximus's total compensation package. Other rewards may include short- and long-term incentives as well as program-specific awards. Additionally, Maximus provides a variety of benefits to employees, including health insurance coverage, life and disability insurance, a retirement savings plan, paid holidays and paid time off. Compensation ranges may differ based on contract value but will be commensurate with job duties and relevant work experience. An applicant's salary history will not be used in determining compensation. Maximus will comply with regulatory minimum wage rates and exempt salary thresholds in all instances.
Minimum Salary
$
40,000.00
Maximum Salary
$
45,000.00
Help Desk Analyst / System Administrator
Posted today
Job Viewed
Job Description
Location: New Jersey, NJ
Hours/Schedule: Monday-Friday
Contract Length: 12 months
Pay rate: $30-35/hr
Type: Contract
Overview
The contractor will perform system administration tasks onsite in Jersey City, NJ and use scripting languages to troubleshoot user systems. They must be legally authorized to work in the U.S. on a full-time basis without the need for current or future sponsorship and will provide daily local and remote desktop support, respond to user inquiries, and resolve hardware, software, and application issues while documenting all actions in the ticketing system. Additionally, they will ensure timely customer resolutions and collaborate with supervisors and team members to maintain consistency across IT support operations.
Responsibilities
+ Provide system administration, troubleshooting, and Help Desk support for local and remote users; maintain user accounts, permissions, and email configurations; manage new hire provisioning and offboarding.
+ Support Microsoft Office 365, Active Directory, Intune, and other enterprise IT systems.
+ Handle SharePoint file management and access permissions; resolve Level 1-3 technical issues via the ticketing system, ensuring timely and thorough documentation.
+ Perform routine maintenance, system backups, and security updates while ensuring compliance with company IT standards.
Requirements
+ Bachelor's degree in Computer Science, Information Technology, or a related field (or equivalent experience).
+ 2+ years of IT experience as a Support Analyst or System Administrator; experience using ticketing systems for IT support.
+ Must be legally authorized to work in the U.S. full-time without current or future sponsorship.
+ Proficiency with Microsoft Office 365, Active Directory, Intune, and SharePoint file management.
+ Experience with MDM & Asset Management systems; knowledge of scripting languages such as PowerShell, VBS, or Python.
+ Ability to travel up to 10% and work off-hours/weekends as needed for projects or emergencies.
#LI-DW1
Ref: #568-Clinical
System One, and its subsidiaries including Joulé, ALTA IT Services, CM Access, TPGS, and MOUNTAIN, LTD., are leaders in delivering workforce solutions and integrated services across North America. We help clients get work done more efficiently and economically, without compromising quality. System One not only serves as a valued partner for our clients, but we offer eligible full-time employees health and welfare benefits coverage options including medical, dental, vision, spending accounts, life insurance, voluntary plans, as well as participation in a 401(k) plan.
System One is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, age, national origin, disability, family care or medical leave status, genetic information, veteran status, marital status, or any other characteristic protected by applicable federal, state, or local law.
Call Center Specialist
Posted today
Job Viewed
Job Description
Call Center Specialist -Operations
Location:
620 Foster Avenue Brooklyn, NY 11230
Hours:
Full Time
· Monday – Thursday 10:15 AM – 7:00 PM
· Friday 9:00 AM - 2:00 PM
Premium Health is looking for outstanding candidates for the Call Center Specialist position for our Internal Medicine, Pediatric and Dermatology Departments.
This is not a remote position; it is fully in-person 5 days a week!
Premium Health, located in the heart of Brooklyn, is committed to providing compassionate, culturally sensitive, comprehensive health care, and behavioral health services to everyone in the community in need, regardless of ability to pay. Through our services, we aim to achieve community wellness for the individuals and families we serve. Premium Health prioritizes a collaborative care approach and utilizes evidence-based treatment, thus achieving improved patient care and superior outcomes.
Our goal is to ensure the culture of the office and each patient experience meets our standards of Compassion, Agility, Respect, and Excellence.
Ideal candidates can work well under pressure and in fast paced environments.
Time Commitment:
· Monday – Thursday 10:15 AM – 7:00 PM
· Friday 9:00 AM - 2:00 PM
Responsibilities:
· Answer phone calls
· Schedule appointments
· Verify medical insurances
· Create referrals
· Respond to patient medical questions
· Perform tasks as assigned by supervisor
Compensation:
· $20-$23 per hour, commensurate with experience
Benefits:
· Public service loan forgiveness (PSLF)
· Paid Time Off, Medical, Dental and Vision plans, Retirement plans
Call Center Representative
Posted today
Job Viewed
Job Description
- Responsible for contacting clients to collect on accounts, setting payment arrangements, and ensuring compliance with collection regulations.
- Meet department goals by contacting clients and collecting on accounts
- Set up and follow up on payment arrangements
- Perform skip tracing and maintain accurate records
- Manage accounts until resolved or deemed uncollectible
- Follow all FDCPA regulations and company procedures
- Must be available for all shifts listed
- Days: 8:00am - 5:00pm
- Nights: 12:00pm - 9:00pm at least two nights per week
- Saturday's up to every other Saturday from 8:00am - 12:00pm
- Must be available to attend and complete entire training program.
- Required to work 40 hours per week.
- Required to work at least 2 nights per week (until 9:00 pm)
Email: Why ACCU Staffing? Join an award-winning organization that takes pride in being South Jersey/Philadelphia's top staffing company! As an equal opportunity, family, and women-owned employer, we offer a supportive and inclusive work environment. Benefits at ACCU Staffing include:
- Medical insurance
- Paid time off
- Referral bonuses
- Rapid-pay debit card for immediate access to your paycheck!
Customer Service Representative (Call Center)
Posted 15 days ago
Job Viewed
Job Description
Veolia in North America is the top-ranked environmental company in the United States for three consecutive years, and the country's largest private water operator and technology provider as well as hazardous waste and pollution treatment leader. It offers a full spectrum of water, waste, and energy management services, including water and wastewater treatment, commercial and hazardous waste collection and disposal, energy consulting and resource recovery. Veolia helps commercial, industrial, healthcare, higher education and municipality customers throughout North America. Headquartered in Boston, Veolia has more than 10,000 employees working at more than 350 locations across North America.
**Job Description**
**Position Purpose:**
Performs assigned tasks within established procedures in various phases of the Customer Service Operations.
**Primary Duties/Responsibilities:**
+ Required to utilize multi-screen monitors in the daily processing of customer inquiries.
+ Responds to customer inquiries.
+ Receives inbound calls, makes outbound calls, and handles other methods (such as company websites, chats, email communication) of communication to customers pertaining to customer billing and other issues.
+ Prepares necessary source documents/updates systems to effect change to customer accounts, amending or adjusting consumption and revenue.
+ Records and processes meter readings supplied by customers.
+ Maintains professional interactions with internal and external customers and/or departments.
+ Operates company systems, devices and software applications.
+ Performs other similar or less skilled work, as assigned.
+ Assists employees of a higher classification, as assigned.
**Qualifications**
**Education/Experience/Background:**
+ High School Diploma/GED is required.
**Knowledge/Skills/Abilities:**
+ Must possess the ability to multitask.
+ Must possess good verbal and written communication skills.
+ Must possess ability to sit for extended periods of time.
+ Must possess oral and written communication skills, as well as auditory acuity.
+ Strong problem-solving skills and ability to independently follow through on tasks and projects.
**Required Certification/Licenses/Training:**
+ Must pass entry level test.
**Physical Requirements:**
+ Must be able to lift up to 30 pounds.
**Additional Information**
**Pay Rate:** $29.86 per hour.
**Benefits:** Veolia's comprehensive benefits package includes paid time off policies, as well as health, dental, vision, life insurance, savings accounts, tuition reimbursement, paid volunteering and more. In addition, employees are also entitled to participate in an employer sponsored 401(k) plan, to save for retirement. Pay and benefits for employees represented by a union are outlined in their collective bargaining agreement.
We are an Equal Opportunity Employer! All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.
Disclaimer: The salary, other compensation, and benefits information is accurate as of the date of this posting. The Company reserves the right to modify this information at any time, subject to applicable law.
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Retention Call Center Agent
Posted 5 days ago
Job Viewed
Job Description
**Non-Negotiable Base Pay:** $20.50/hour + Uncapped Commission
**1st Year On-Target Earnings:** $8,000. No sales experience required. Paid full-time training provided!
**This role is on-site at 3 ADP Boulevard, Roseland, New Jersey 07068.**
EchoStar is reimagining the future of connectivity. Our business reach spans satellite television service, live-streaming and on-demand programming, smart home installation services, mobile plans and products.
Today, our brands include Boost Mobile, DISH TV, Gen Mobile, Hughes and Sling TV.
Our award-winning Inside Sales & Retention team excels at driving customer decisions by selling the value of EchoStar's products and services using a consultative approach. This role involves **100% inbound calls** from new and existing customers.
**Job Duties and Responsibilities**
**What You'll Do:**
+ Position and sell products/services to new and existing customers
+ Assess customer needs and offer the best solution
+ Bounce back from challenging calls and stay focused on long-term goals
+ Manage time effectively while engaging with customers and handling data entry
+ Provide exceptional customer service to build and maintain relationships
**What's in it for You:**
+ **Career Growth:** Opportunity to promote up to two levels in your first year
+ **Uncapped Commission:** Top performers earn over six figures
+ **Rewards and Recognition Program** : Earn high-value prizes & trips
+ **Comprehensive Benefits:** Paid training, time off, Medical, Dental, Vision, Life Insurance packages, HSA, 401(K) with company match, Employee Stock Purchasing Program and Tuition Reimbursement
+ **Exclusive Perks:** Complimentary DISH TV ( 114.99/month), discounts on Sling TV ( 5/month), and Boost Mobile plans (starting at 15/month)
**Skills, Experience and Requirements**
+ High school diploma/GED
+ Ability to work full-time on-site
+ Flexible to work shifts which can include evenings, weekends, or holidays
+ Smartphone/device with active network connection
+ Pre-employment screen
+ Key skills: Competitive spirit, persuasion, growth mindset, customer service, dependability, integrity
**Benefits:**
From versatile health perks to new career opportunities, check out our benefits on our careers website ( .
Employment is contingent on successful completion of a pre-employment screen, to include a drug test and an acceptable driving record. Compensation listed may reflect a combination of hourly pay rate and location pay differential.
The posting will be active for a minimum of 3 days. The active posting will continue to extend by 3 days until the position is filled.
We pride ourselves on developing and promoting talent as an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status. EchoStar will accommodate the sincerely held religious beliefs of employees if such accommodations are not undue hardships and are otherwise within the bounds of applicable law. All qualified applicants with arrest or conviction records will be considered for employment in accordance with local, state, and federal law. You may redact any information that identifies age, date of birth, or dates of school/graduation from your application documents before submission and throughout our application process.
EchoStar will provide reasonable accommodation to otherwise qualified job applicants and employees with known physical or mental disabilities, unless doing so poses an undue hardship on the Company, poses a direct threat of substantial harm to others, or is otherwise not required by law. EchoStar has a more detailed Accommodation Policy that applies to employees. EchoStar endeavors to make echostar.com and jobs.echostar.com accessible to users. Please contact if you would like to discuss the accessibility of our website or need assistance completing the application process. This contact information is for accommodation requests only; do not use this contact information to inquire about the status of applications.
Click the links to access the following statements: EEO Policy Statement ( , Pay Transparency ( , EEOC Know Your Rights (English ( /Spanish ( )
**Salary Ranges**
Compensation: 20.50/Hour - 34.87/Hour
We are an Equal Opportunity/Affirmative Action employer and will consider all qualified applicants for employment without regard to race, color, religion, gender, pregnancy, sex, sexual orientation, gender identity, national origin, age, genetic information, protected veteran status, disability, or any other basis protected by local, state, or federal law. All qualified applicants with arrest or conviction records will be considered for employment in accordance with local, state, and federal law. U.S. Citizenship is required for certain positions. EEO is the law.
At EchoStar, you have the right to request reasonable accommodations. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact This contact information is for accommodation requests only; you may not use this contact information to inquire about the status of an application.
Call Center Workforce Analyst
Posted 8 days ago
Job Viewed
Job Description
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.
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.
**Essential Job Summary:**
TheCall Center Workforce Analystt 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.**
+ Develop and maintain Customer Service reporting, focusing on process improvements, clarity, and effective data presentation.
+ Analyze customer contact trends, business challenges, and retention drivers to provide actionable insights and recommendations to leadership.
+ Create short- and long-term staffing forecasts, perform "what-if" scenarios, and optimize schedules to balance service level goals and operational efficiencies.
+ Manage and route contact volume using ACD systems, ensuring alignment with workforce management (WFM) tools.
+ Extract targeted datasets from multiple databases using reporting platforms to distill and communicate business insights.
+ Support real-time service level performance, adjusting resources to meet objectives, and troubleshoot WFM and telephony system issues.
+ Serve as a liaison with the Business Intelligence team, proactively sharing insights, discrepancies, and improvement opportunities.
+ Champion the integration and understanding of customer contact data across the organization, developing models to analyze customer behavior and retention.
+ Support multiple projects under tight deadlines, proactively identifying and mitigating risks.
+ Deliver ad hoc analyses, special projects, and presentations to Customer Service leadership as requested.
**Requirements and Qualifications:**
+ MBA or advanced degree preferred; bachelor's degree in business, Marketing, Finance, Statistics, Computer Science, or a related field required.
+ 2+ years of experience in a call center environment, with expertise in workforce management, ACD, IVR, and WFM systems.
+ 2-4 years of analytics experience.
+ Proficiency in Microsoft Office Suite, SQL, and Power BI.
+ Familiarity with contact center forecasting, scheduling, and workforce optimization tools.
+ Strong analytical, problem-solving, and reasoning skills with the ability to translate complex data into clear insights for diverse audiences.
+ 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.
+ Ability to work collaboratively in a dynamic, fast-paced environment and adapt to a flexible schedule to meet business needs.
**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.
**ID** _ _
**Job Locations** _US-NJ-Teaneck_
**Category** _Customer Service/Support_
**Position Type** _Full-Time Non-Union_