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Plan, direct, or coordinate the operations of companies or public and private sector organizations. Duties and responsibilities include formulating policies, managing daily operations, and planning the use of materials and human resources, but are too diverse and general in nature to be classified in any one functional area of management or administration, such as personnel, purchasing, or administrative services. Include owners and managers who head small business establishments whose duties are primarily managerial. Exclude 'First-Line Supervisors/Managers of Retail Sales Workers' (41-1011) and workers in other small establishments.

Nurse Call Center Manager

Manages a nurse triage call center operation (that is typically open 24 hours a day, 7 days a week) to ensure provision of quality telephonic nursing services in support of a health plan.: Hires and develops a qualified staff of nurses that provide clinical assessments, health education and referrals to health plan members. Plans, implements and analyzes a quality assurance program. Develops and monitors a departmental budget. Collects and analyzes data in support of the department to illustrate the contribution in savings of the service provided. Facilitates software contracting and maintenance for triage protocol software. Requires a Registered Nurse with two or more years of supervisory experience. A Bachelor’s degree in nursing is typically desired.

Call Center Nurse RN

Provides telephone triage to member of the health plan. Advises and instructs callers on proper health care after assessing the urgency of symptoms or complaints.: Answers telephone inquiries, assesses symptoms and provides assistance to members of the health plan in accordance with established policies, procedures and protocols. Provides clinical nursing evaluation and assessment and instructs callers to seek appropriate medical care. Notifies physician on call with pertinent medical information or if consultation is deemed necessary by nurse. Provides nursing referral to appropriate and available resources, including affiliated services, affiliated medical practice or community resource. Enters data into a computerized database and forwards facsimiles to appropriate health providers. Consults and facilitates after hours communication with physicians, nurses, hospital staff and outside agencies. Communicates with pharmacies and providers to refill medications or to clarify prescriptions. Typically requires graduation from an accredited School of Nursing as a Registered Nurse with two years of hospital or public health nursing experience. May provide health insurance eligibility, pharmacy benefits, provider information, and other information to callers.

Call Center/Customer Service Trainer

Teach or instruct vocational or occupational subjects at the postsecondary level (but at less than the baccalaureate) to students who have graduated or left high school. Include correspondence school instructors; industrial, commercial and government training instructors; and adult education teachers and instructors who prepare persons to operate industrial machinery and equipment and transportation and communications equipment. Teaching may take place in public or private schools whose primary business is education or in a school associated with an organization whose primary business is other than education.

Call Center Manager

Manages staff of Call Center Representatives and/or Telemarketers; focus is on staffing, training, and monitoring the production of the employees. Directs motivational sessions to improve productivity. Is required to be adept in activities of employees supervised. May report to a director, and staff typically includes supervisors in addition to Call Center Representatives and/or Telemarketing Representatives.: Studies schedules and estimates time, cost, and labor needed for completion of job assignments. Establishes or adjusts work procedures to meet productivity goals. Recommends measures to improve methods, quantity of sales, and suggests changes in working conditions to increase efficiency. May monitor calls to ensure quality standards and develop and/or supervise scripts. May recruit, hire, train staff, evaluate employee performance, and recommend or initiate promotions, transfers, and disciplinary action.

Call Center Sales Representative

Solicits orders for merchandise or services over telephone. Reports to Telemarketing Supervisor. Calls prospective customers to explain type of service or merchandise offered. Quotes prices and tries to persuade customers to buy, using prepared sales talk.: Records names, addresses, purchases, and reactions of prospects solicited. Refers orders to other workers for filling. Enters data into order system. May prepare report on sales activities. May develop lists of prospects from city and telephone directories. May type report on sales activities.

Call Center Supervisor

Supervises and coordinates activities of Call Center Representative and/or Telemarketing Representatives who solicit orders for merchandise or services over the telephone. Studies schedules and estimates time for completion of job assignments. Monitors calls to ensure quality standards. Is required to be adept in activities of employees supervised. This position typically reports to a manger and is a first-level supervisory position.: Establishes or adjusts work procedures to meet department deadlines. Recommends measures to improve methods, quantity of sales, and suggests changes in working conditions to increase efficiency. Analyzes and resolves work problems, or assists employees in solving work problems. May compile lists of prospective clients to provide leads for additional business. Develops and implements methods and procedures for monitoring work activities, such as preparation of records of expenditures, progress reports, etc., in order to inform management of current status or work activities. May recruit, hire, train staff, evaluate employee performance, and recommend or initiate promotions, transfers, and disciplinary action. May supervise inbound or outbound call center representatives.

Call Center Representative (General Calls)

Handles inbound and outbound calls in a call center with the goal of increasing business, customer satisfaction, and customer retention. Handles inbound and outbound calls of a lesser complexity that are primarily routine or basic in nature. Follows basic procedures and scripts. Requires fundamental knowledge to navigate company's customer information systems and/or order system along with a basic knowledge of company, services, and products.: Responsibilities may include answering customer questions, explaining available services, correcting errors, providing information on pricing, taking orders, developing leads, and/or selling products and services. More complex customer inquiries may be passed to higher level Call Center Representatives.

Call Center Representative (Specialized Calls)

Handles more complex customer inquiries and problems and non-routine matters than those handled by lower-level Call Center Representatives. May provide assistance to lower-level Call Center Representatives. This position requires a higher degree of skill and ability to explain more complex matters to ensure customer satisfaction and retention, and to sell products and services.: Handles inbound and outbound calls in a call center with the goal of increasing business, customer satisfaction, and customer retention. Responsibilities may include answering customer questions, explaining available services, correcting errors, providing information on pricing, taking orders, developing leads, troubleshooting, and/or selling products and services. Requires sound knowledge to navigate company's customer information systems and/or order system along with a good knowledge of company, services, and products. Only the most complex customer inquiries may be passed to higher level Call Center Representatives.

Will Call Clerk

Stores and releases merchandise and receives payments for merchandise held in layaway department: places ordered merchandise on shelves in storeroom. Receives payments on account and final payments for merchandise and issues receipts, using cash register. Keeps records of packages held, amount of each payment, and balance due. Contacts customer when specified period of time has passed without payment to determine if customer still wants merchandise. Releases merchandise to customer upon receipt of final payment, or when customer opens charge account, or routes merchandise for delivery to shipping or delivery department. Packs merchandise when picked up by or being delivered to customer.

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