Everise

Role Description - Answer inbound calls from individuals who are interested in learning more about our P & C programs. - Actively listen to their needs and develop the best solution to fit their physical, financial and emotional needs. - Educate our members on their options and how these changes can improve their lives. - Maintain the highest level of service by meeting and exceeding quality standards on every call. - Ability to connect and empathize with people in such a way that your ultimate desire is to help them find solutions to their struggles. - Ability to actively listen and recognize areas that need further examination, so that you can provide the best possible solution. - Ability to multi-task so that you can access all of the necessary information to provide an accurate and detailed recommendation. - Ability to clearly explain the solution you have customized for the member so that they fully understand their coverage and costs. - Ability to close the sale. - Once you have developed the ultimate solution that meets all of your member’s needs, finish the call by closing the sale and getting them enrolled. Qualifications - Licensed to sell P&C Insurance in your current state of residence. - Strong detail orientation and excellent communication/listening skills. - Strong computer skills that help you to efficiently maneuver through multiple applications simultaneously. - Assessments will be required. - Demonstrated passion for excellence with respect to treating and caring for customers, especially senior citizens. - Strong decision making and analytical abilities. - Schedule flexibility to include weekends, evenings, possible holidays and occasional overtime. - Highly developed sense of integrity and commitment to customer satisfaction. - Minimum of 6 months experience in a work environment where you are developing and/or closing sales. - High school diploma or GED is required. - Authorized to work in the United States. Company Description Join us on our mission to elevate customer experiences for people around the world. As a member of the Everise family, you will be part of a global experience company that believes in being people-first, celebrating diversity and incubating innovation. Our dedication to our purpose and people is being recognized by our employees and the industry. Our 4.6/5 rating on Glassdoor and our shiny, growing wall of Best Place to Work awards is a testament to our investment in our culture. Through the power of diversity, we celebrate all cultures for their uniqueness and strengths. With 13 centers around the world and a robust work at home program, we believe great things happen when we work with people who think differently from us. Find a job you’ll love today!

• Utilize your pharmacy knowledge to assist with medication-related inquiries • Support prescription processing activities • Provide exceptional customer service to patients • Join a team dedicated to improving healthcare experiences while helping individuals navigate their pharmacy and medication needs with confidence

Role Description - Monitor, track and evaluate associate performance based upon pre-determined Key Performance Indicators (KPI’s) and provide personal feedback to associate to ensure all goals are met and Everise standards are adhered to. - Be the constant presence on the production floor and actively interact with associates to ensure that they are engaged in productive work and systems are functioning properly. - Ensure that underperforming associates meet client expectations through the creation and implementation of written action plans. - Resolve customer escalations. - Responsible for communication between contact center management, client and associate. - Participate in associate selection and interviewing process. - Provide on-the-job or up-training as necessary to enable associates to meet Everise and client expectations. Qualifications - Applicable Healthcare Insurance License or ability to obtain license within 30 days of hire. - Bachelor’s degree in related field from a four-year college or university or 1 year experience in customer service or sales or equivalent combination of education and experience. - Previous call center experience preferred. - Prior supervisory or leadership experience preferred. - Proven sales experience preferred. - Proficiency with various Windows programs, including Microsoft Word, Excel, PowerPoint and Outlook. - Excellent oral and written communication skills. - Strong organizational and interpersonal skills. - Schedule flexibility. - Analytical and problem-solving skills. - Strong ability to multitask. - Ability to function in a fast paced environment. - Dependability regarding completion of assignments and attendance. - Ability to pass a drug screen and background check. Company Description Join us on our mission to elevate customer experiences for people around the world. As a member of the Everise family, you will be part of a global experience company that believes in being people-first, celebrating diversity and incubating innovation. Our dedication to our purpose and people is being recognized by our employees and the industry. Our 4.6/5 rating on Glassdoor and our shiny, growing wall of Best Place to Work awards is a testament to our investment in our culture. Through the power of diversity, we celebrate all cultures for their uniqueness and strengths. With 13 centers around the world and a robust work at home program, we believe great things happen when we work with people who think differently from us. Find a job you’ll love today!

• Own the Everise events strategy end-to-end: annual calendar, budget, prioritization, and ROI measurement across all event types • Manage Everise's presence at the conferences that matter most — CCW, HLTH, Gartner Symposium, and others — from sponsorship strategy through on-site execution • Design and produce proprietary Everise events: client dinners, executive roundtables, prospect briefings, and brand activations that create pipeline and deepen relationships • Partner with Sales and Client Services so every event has a defined business objective, a target attendee list, and a post-event follow-up plan • Own the full logistics lifecycle: venue sourcing, vendor negotiation, contract management, budget tracking, run-of-show, and on-site execution • Collaborate with the Brand team to ensure every experience reflects the Everise brand — visually, tonally, and in every detail • Report on event ROI: pipeline influenced, executive engagement, post-event sentiment — outcomes, not attendance numbers • Support the executive team at key events with briefing preparation and on-site coordination so they show up at their best • Build and maintain a vendor and agency network that scales quickly when timelines are tight

Role Description The Specialist - Quality Assurance is responsible for ensuring that all calls adhere to the quality guidelines as set forth by the client and by Everise. The QAR achieves this objective by constantly monitoring the associates’ transactions, scoring these monitors, and providing active personal coaching and feedback to the associates. - Monitor/audit each assigned associate in accordance with Everise and client requirements - Work with supervisors and management to ensure that all associates are meeting quality standards - Provide training as needed to both new hires and experienced associates - Attend and contribute to both internal and client calibration sessions - Remain knowledgeable on project information by keeping training manual and memos updated, and taking calls on assigned engagement(s) - Any other duties and responsibilities assigned by management of the company Qualifications - At least 1 year customer service and/or sales experience, preferably in a call center environment - High school diploma or equivalent required. Some college preferred - Proficiency in Microsoft Office applications, especially MS Word and Excel - Excellent oral and written communication skills - Detailed-oriented - Analytical skills - Exceptional motivational and interpersonal skills - Able to work independently - Flexible Schedule - Dependability regarding completion of assignments and attendance

• Drive execution of Agent Experience as outlined in the AE SOP • Support site/agent/team contests driven by vendor and CLIENT • Manage signage and CLIENT brand material • Create visuals to drive performance • Respond to UES/NPS survey results • Manage and leverage CLIENT swag • Drive new hire engagement by posting variety of items of interest to training class

• Responsible for working with site Supervisors to execute daily plans to drive improved sales performance • Actively engaged with Agents/Representatives providing coaching guidance real time • Facilitate coaching calibrations in one-on-one and group settings • Collaborate with Supervisors to instill the Everise culture in a motivated team • Partner closely with site Supervisors and Operations Manager to prioritize coaching efforts • Support training initiatives and strategy

• Monitor, track and evaluate associate performance based upon pre-determined Key Performance Indicators (KPI’s) and provide personal feedback to associate to ensure all goals are met and Everise standards are adhered to • Be the constant presence on the production floor and actively interact with associates to ensure that they are engaged in productive work and systems are functioning properly • Ensure that underperforming associates meet client expectations through the creation and implementation of written action plans • Resolve customer escalations • Responsible for communication between contact center management, client and associate • Participate in associate selection and interviewing process • Provide on-the-job or up-training as necessary to enable associates to meet Everise and client expectations

• The Vice President - Client Services will be responsible for overall client relations, operational effectiveness, revenue generation & client retention. • This role will also support the successful launch, implementation, and scaling of a new clinical pharmacy technician and pharmacist service line within the CVS Health line of business. • Leads the region and/or teams according to the values, ethics, and parameters outlined. • Establishes and maintains client account plans and ensures that action steps are implemented to achieve results in the areas of client satisfaction and retention, expansion of services, utilization of supplier network. • Accountable for the achievement of all designated goals and objectives in the areas of operational effectiveness, revenue generation, and other success factors. • Proactively supports the development of client relationships and attends meetings & reviews as required, which includes providing support to Directors in account renegotiations including RFPs from current clients. • In partnership with the Directors, establish and maintain long–term relationships with clients at a global strategic level. • Identifies and implements process improvement for operational effectiveness, for client teams, based on client-specific requirements while adhering to broader operational effectiveness goals, including technology requirements. • Supports the successful rollout and scaling of new healthcare service programs, including clinical pharmacy operations, by establishing effective processes, workflows, and team structures. • Creates an environment for success through regular communication forums, including operational team meetings and strategic leadership meetings with regional directors and managers, including all functional areas within the region. • Works closely with the Clients to assess any concerns about the planned program and associated business objectives. • Performs Client performance analysis and develops optimization plans with Operations; recommends actions around process delivery enhancement. • Conducts Client profitability analysis & optimization recommendations (specifically related to contract/SOW terms and performance).

Role Description - Responsible for managing capacity planning and forecasting for assigned clients. - Responsible for the team’s defined objectives as provided by internal leadership. - Act as the WFM point of contact for assigned Project/Center as it applies to Planning & Delivery related functions. - Co-ordinate and collaborate with WFM managers and Stakeholders to ensure quality delivery within the workforce management and scheduling environment. - Participate in functions/meetings as required. - Identifying areas of opportunity and implementing innovative forecasting planning solutions to maximize efficiency. - Implement and perform audits to ensure accuracy in all processes and deliverables. - Performs other related duties and assignments as required and as assigned by WFM manager or other WFM leadership. Qualifications - Minimum 5 years call center experience and 2 years WFM/scheduling experience. - Ability to understand, analyze and report on call center metrics. - Must demonstrate strong analytical, numerical, and problem solving skills. - Ability to define problems, collect data, establish facts, and draw valid conclusions. Must be enterprising, diplomatic and proactive in solving problems. - Excellent verbal and written communication skills and the ability to effectively present information across all levels of the organization. - Strong organizational skills and the ability to prioritize workload, meet deadlines and perform multiple tasks with attention to detail in a challenging, fast-paced, shifting-priority environment. - Must be able to provide leadership and direction to scheduling analysts to drive efficiency and optimize service delivery. - Proficient in MS Excel and WFM Software utilized by projects being managed (Verint, IEX, Aspect, etc.). Company Description Join us on our mission to elevate customer experiences for people around the world. As a member of the Everise family, you will be part of a global experience company that believes in being people-first, celebrating diversity and incubating innovation. Our dedication to our purpose and people is being recognized by our employees and the industry. Our 4.6/5 rating on Glassdoor and our shiny, growing wall of Best Place to Work awards is a testament to our investment in our culture. Through the power of diversity, we celebrate all cultures for their uniqueness and strengths. With 13 centers around the world and a robust work at home program, we believe great things happen when we work with people who think differently from us. Find a job you’ll love today!