Fully remote positions.
A commitment to home-based talent and innovative workforce technology enables BroadPath to deliver unrivaled quality, flexibility, and transparency.
Our proprietary Bhive platform visually connects the members of each home-based client team, fully unleashing the skills and motivation of the industry’s best workforce
Responsibilities
Evaluate recorded calls to identify areas of service delivery that did not meet performance standards
Provide timely feedback to Quality Manager, Call Center Operations, Call Center Leadership and assigned Agents
Provide timely coaching to agents in conjunction with Supervisor to ensure continuous improvement
Collaborate with Quality team to maintain quality standards and ensure proper evaluation methodology
Ensure compliance with BroadPath, Client, and HIPAA Regulation
Basic Qualifications
Experience measuring employee performance including coaching to call center metrics
Must have strong technical skills (Microsoft Windows, keyboarding skills, strong systems aptitude, etc.)
Excellent verbal and written communication skills
Ability to remain focused and productive each day though tasks may be repetitive.,
Preferred Qualifications
Previous successful Work at Home experience
Our Quality Analysts will enjoy the following benefits:
Paid Training & Weekly Pay!
Access to BroadPath’sBeehive s Limited Medical Plan starting first of the month after 60 days of employment. After one (1) year of full-time work, you will receive access to our Major Medical Plan and 401k
Bhive kit; includes a web camera that allows you to join our Connected Culture! Beehive.
Responsibilities
Monitor and adjust resource work schedules to ensure adequate resource coverage to achieve service level targets
Monitor and provide feedback for daily metrics and real-time states of call center associates utilizing available workforce management tools
Communicate effectively with Operations, Co-workers, and Associates as required to manage the day to day call center tasks
Work successfully from your home office in a virtual role as a call center Workforce Real Time Analyst
Identify and engage alternative approaches when encountering communication barriers and escalate to leadership as needed
Responsible for skilling agents with necessary lines and priorities
Answer Attendance Line Calls during a shift as required.
Basic Qualifications
1-3 Years Workforce Management Experience
Previous knowledge and experience working in a Workforce Management tool(s) (i.e., Five9, Avaya, N.I.C.E., IEX, Aceyus, Genesys, Aspect, Blue Pumpkin, Verint, Calabrio, etc.)
Knowledgeable with industry-standard call center metrics
Prior Workforce Management or Contact Center experience; ability to understand the daily needs/interactions of a call center environment (1-3 years)
Must demonstrate outstanding communication (written, verbal, and listening) skills, intuition, and follow-through combined with a caring attitude
Possesses the ability to quickly learn software applications
Strong organizational skills with the ability to multitask and prioritize
Must be comfortable with using and adapting to new and existing technology
Excellent verbal and written communication skills.
Responsibilities
Health Insurance Agents are responsible for responding to inbound calls from individuals interested in purchasing Medicare Advantage plans and making outbound calls to individuals who have requested additional information or follow-up.
Use active listening skills to complete a thorough needs analysis with each caller and determine the most appropriate plan
Present and explain plans using a consultative approach based on the member’s needs and goals
Explain company sales, medical underwriting, and enrollment process to set realistic member expectations
Agents are expected to meet established performance goals in the areas of sales, call quality, customer satisfaction, first call resolution, adherence, and attendance.
Responsibilities
Health Insurance Agents are responsible for responding to follow-up inbound calls from individuals interested in purchasing Medicare Advantage plans and making outbound calls to individuals who have requested additional information or follow up.
Use active listening skills to complete a thorough needs analysis with each caller and determine the most appropriate plan
Present and explain plans using a consultative approach based on the member’s needs and goals
Explain company sales, medical underwriting, and enrollment process to set realistic member expectations
Agents are expected to meet established performance goals in the areas of sales, call quality, customer satisfaction, first call resolution, adherence, and attendance.
- Work at Home!
Responsibilities
Use active listening skills to complete a thorough needs analysis with each caller and determine the most appropriate plan
Present and explain plans using a consultative approach based on the member’s needs and goals
Explain company sales, medical underwriting, and enrollment process to set realistic member expectations
Agents are expected to meet established performance goals in the areas of sales, call quality, customer satisfaction, first call resolution, adherence, and attendance
Basic Qualifications
Active Resident Health Insurance License
Fluency in both English and Portuguese Languages
Strong computer and telephone multitasking skills including the ability to effectively search for and type information on the computer, navigate through multiple windows and screens quickly and inputting information accurately while keeping pace with the call
Grit; demonstrated passion and perseverance towards goals despite obstacles or distractions
Ability to motivate others while being aware of and responsive to customer needs and concerns
Reliable hardwired internet is a must with at least 15mbps download|5mbps upload speeds.
Responsibilities
Overseeing day to day operations of a WFM Team (Analysts, Coordinators, RTA Analysts)
Handling client-facing WFM Concerns
Ensure all reporting is completed/submitted in the appropriate timeframe and to the appropriate parties
Handling any outstanding forecasting issues/concerns from the client/BPO
Assigning daily tasks/assignments as needed in order to meet client KPIs
Basic Qualifications
Minimum of 3 years experience in Call Center Workforce Management
Minimum of 1-year, experience in WFM Supervisory experience
Experience working in Workforce Management tools like Five9, Avaya, N.I.C.E., Aspect, Blue Pumpkin, etc.
Must understand industry-standard call center metrics
Must demonstrate outstanding communication (written, verbal, and listening) skills, intuition and follow-through combined with a caring attitude
Ability to quickly learn software applications
Strong organizational skills with the ability to multi-task and prioritize
Intermediate to Advanced proficiency with Microsoft Excel, Word, and PowerPoint
Must be comfortable with using and adapting to new and existing technology
Ability to multi-task and prioritize while completing high-profile tasks or deadlines.
Responsibilities
Create short-term and intermediate-term workload forecasts and schedules for client needs
Responsible for administrative logistics, agent/representative’s readiness as it relates to training, staffing support, workforce reporting, and requirement exception communication
Monitor and adjust resource work schedules to ensure adequate resource coverage to achieve service level targets
Generate/automate daily, weekly, monthly, and quarterly workforce Key Performance reports using WFM and contact center tools (N.I.C.E IEX, Avaya, Aspect, CMS)
Communicate effectively with Operations, Co-workers, and Associates as required to manage the day to day call center tasks
Work successfully from your home office in a virtual role as a call center Workforce Analyst
Identify and engage alternative approaches when encountering communication barriers and escalate to leadership as needed
Basic Qualifications
3-5 years in Workforce Management Analyst Experience required
Call Center Experience required (WAH or Onsite)
Previous knowledge and experience working in a Workforce Management tool(s) (i.e., Five9, Avaya, N.I.C.E., Aspect, Blue Pumpkin, etc.)
Demonstrate ability to build call center staffing models, capacity planning, and forecasting models
Knowledgeable with industry-standard call center metrics
Prior Workforce Management or Contact Center experience; ability to understand the daily needs/interactions of a call center environment
Must demonstrate outstanding communication (written, verbal, and listening) skills, intuition, and follow-through combined with a caring attitude
Possesses the ability to quickly learn software applications
Strong organizational skills with the ability to multitask and prioritize
Intermediate to Advanced proficiency with Microsoft Excel, Word, and PowerPoint
Responsibilities
Screen and interview applicants; and ultimately, finalize offers for successful candidates and transition them to the onboarding process.
Basic Qualifications
• Driven by delivering results and meeting goals.
• Effective at working independently with little supervision.
• Organized, planned schedule in an efficient, structured manner. Focuses on key priorities.
• Creative, generating new approaches to challenges or innovating best practices.
• Amazing combination of nimble thinking, high energy, passion, and persistence. Resourceful.
• Positive outlook and enthusiastic attitude.
• Strong desire to be of service to our clients and internal partners.
• Excellent oral and written communication skills.
• Naturally curious with an aptitude for learning and understanding quickly.
• Ability to multitask and handle stress effectively.
• 1-3 years of professional recruiting experience, full-cycle preferred.
Responsibilities
Create short-term and intermediate-term workload forecasts and schedules for client needs
Responsible for administrative logistics, agent/representative’s readiness as it relates to training, staffing support, workforce reporting, and requirement exception communication
Monitor and adjust resource work schedules to ensure adequate resource coverage to achieve service level targets
Generate/automate daily, weekly, monthly, and quarterly workforce Key Performance reports using WFM and contact center tools (N.I.C.E IEX, Avaya, Aspect, CMS)
Communicate effectively with Operations, Co-workers, and Associates as required to manage the day to day call center tasks
Work successfully from your home office in a virtual role as a call center Workforce Analyst
Identify and engage alternative approaches when encountering communication barriers and escalate to leadership as needed.
Basic Qualifications
3-5 years in Work Force Management Analyst Experience required
Call Center Experience required (WAH or Onsite)
Previous knowledge and experience working in a Workforce Management tool(s) (i.e., Five9, Avaya, N.I.C.E., Aspect, Blue Pumpkin, etc.)
Demonstrate ability to build call center staffing models, capacity planning and forecasting models
Knowledgeable with industry-standard call center metrics
Prior Workforce Management or Contact Center experience; ability to understand the daily needs/interactions of a call center environment
Must demonstrate outstanding communication (written, verbal and listening) skills, intuition and follow-through combined with a caring attitude
Possesses the ability to quickly learn software applications
Strong organizational skills with ability to multitask and prioritize
Intermediate to Advanced proficiency with Microsoft Excel, Word and PowerPoint
留言