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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 Out Clerk

Reads items listed on order sheets to laborer, stores who gathers and assembles items or to billing typist who prepares bills for items. Indicates on order sheets items located and items that are not available. May read items to checker i who examines articles prior to shipping. May be designated by kind of data called out to other worker as weight caller; yardage caller.

Program/Project Management Office (PMO) Analyst

Plan, direct, or coordinate activities in such fields as electronic data processing, information systems, systems analysis, and computer programming. Exclude 'Computer Specialists' (15-1011 through 15-1099).

Vendor Management Analyst

Design, develop, test, and evaluate integrated systems for managing industrial production processes including human work factors, quality control, inventory control, logistics and material flow, cost analysis, and production coordination. Exclude 'Health and Safety Engineers, Except Mining Safety Engineers and Inspectors' (17-2111).

Forecast Analyst

Analyzes, forecasts, and plans demand patterns of the company commodities. Forecasts and monitors cash requirements and provides support in the areas of replenishment, inventory management, and data analysis. : Analyzes historical sales data to identify and manage extraordinary cash needs. Assists in the administration and maintenance of rolling forecasts. Analyzes transfer reports, sales data, etc., to determine trends and set cash benchmarks. Provides reporting to senior management of center performance (revenue plan vs. actual revenue). Supports new product introductions by developing product launch forecasts. Produces and maintains stock and inventory reports for distribution. Collaborates with customer service and production planners to improve forecast. Develops finished goods forecasting and replenishment plans for new products. Performs variance analysis between inventory forecast and actual sales.

Call Center Traffic & Scheduling Analyst

Monitors and analyzes various real-time production performance measurements in call centers. Provides immediate feedback to department supervision and management concerning traffic variances. Determines daily staffing requirements, analyzes call volume trends, and forecasts future requirements to efficiently and profitably staff the call centers.: Ensures that the call center meets department goals through the analyzing of various traffic measurements. Reports call center performance through the production of reports. Prepares schedules to meet traffic requirements. Monitors call center agent activity and real-time call traffic. Monitors agents' real-time activity and intervenes when appropriate. Provides and makes recommendations for training opportunities by analyzing volume of calls per skill and agent availability.

Registered Nurse Call Center

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 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.

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