• Conducts regular check-ins with managers and supervisors to ensure adherence to established customer interaction policies and procedures, as well as to resolve any outstanding issues. • Analyzes macro-level interaction data and utilizes these insights to strategically enhance the overall customer experience. • Leverages dashboard analytics and generates performance reports for leadership and team members to drive enhance customer service metrics. • Leads coaching sessions with supervisors to review team progress and tackle ongoing challenges. • Leads team sessions focused on sharing best practices and cultivating a culture of continuous improvement. • Sends general process reminders to maintain adherence to operational standards and procedures. • Reviews disputed calls, provides detailed findings, and adjusts the scoring model to ensure fairness and accuracy. • Monitors supervisor channels and individual chats to stay informed about team activities and address concerns proactively. • Facilitates huddles with supervisors to discuss team progress, challenges, and opportunities for improvement. • Leads team sessions to reinforce best practices and support continuous improvement initiatives. • Reviews customer interactions findings and delivers agent coaching packages to supervisors for performance development. • Sends weekly process reminders to uphold operational standards across the team. • Reviews, addresses, and closes disputes as needed with technology teams and external vendors, as appropriate. • Develops and articulates actionable coaching plans for supervisors based on data analysis, ensuring they can implement strategies effectively. • Proactively anticipate ways to improve customer experience by leveraging data insights and identifying opportunities for process enhancements. • Drives customer experience coaching tailored to achieving key performance indicators (KPIs), focusing on metrics such as customer satisfaction (CSAT), first call resolution (FCR), and average handle time (AHT). • Informs supervisors of any updates or changes to procedures or operational processes. • Arranges and coordinates calls between internal and vendor technology teams and supervisors to resolve specific issues and support collaborative problem-solving. • Monitors supervisor huddles and coaching sessions to evaluate quality and offer constructive feedback. • Assists with access issues related to data analytics tools dashboards as needed. • Performs other duties as needed.

• Ensure accuracy of commissions earned by Sales coworkers • Provide front-line support to sales • Perform basic payroll reporting and analytics • Research and respond to inquiries from Sales and Finance • Prepare commission earnings and calculate payments • Process automated and manual adjustments • Generate reporting and commission statements • Contribute to daily, monthly, and quarterly analysis • Monitor implementation of accounting procedures

Agency Indigent Defense Services Division Indigent Defense Services Division Job Classification Title Systems Analyst III (NS) Position Number 60088775 Grade JB25 About Us DO YOUR CAREER JUSTICE! Each and every day, North Carolina's courts help provide safety for our communities, prosperity for our economy, and protection for the rights, liberties, and freedoms that sit at the foundation of our state and federal constitutions. Consider an exciting and rewarding career with us and join the more than 7,000 elected officials and employees who make up our workforce and help us ensure that justice is administrated without favor, denial, or delay. Description of Work SALARY RANGE: $60,000.00 - $82,500.00 The North Carolina Office of Indigent Defense Services (IDS), seeks an experienced, highly motivated individual to serve as a Systems Analyst III, as part of the Information Technology group. This position works closely with IDS administration, public defenders and contractors. This Systems Analyst will be tasked with supporting a variety of SAS systems including Axon discovery management, CLEAR Investigations and case management & billing. IDS seeks an individual with strong customer service skills that thrives in a fast-paced environment. Please visit our website to learn more about IDS and our mission, www.ncids.org/about/. This position will be located in Durham with remote work optional. Knowledge Skills and Abilities/Management Preferences Primary responsibilities for this position include but are not limited to the following: - Serve as a liaison between customers and Information Technology Management; respond to requests sent via email and ticketing systems; prepare various types of communications and respond to customers' questions and in a courteous, knowledgeable and timely manner. - Assure business problems are fully understood; capture detailed requirements and business rules; analyze alternative solutions; solve problems; and make recommendations. - Administer applications, including onboarding, license management, configuration, maintain system documentation, document and update use cases. - Develop supporting business processes documentation and provide input on enhancements and system integrations to the development team. - Develop and manage a library of training resources and conduct training for end users as needed. This position reports to the IDS Business Process manager. Work hours are typically 8:00 AM - 5:00 PM, Monday – Friday. KNOWLEDGE, SKILLS AND ABILITIES / COMPETENCIES: Knowledge of: Software development lifecycle; systems administration including configuration, onboarding, and license management; project management techniques. Skills in: Developing training materials; organizing and conducting training events for end users; interpreting clients' needs; requirements documentation and process improvement. Ability to: Plan and manage the integration and implementation of technology platforms. Solve complex technical problems, considering available resources, and identify new possible outcomes achievable through current platforms. The Technology Services Division of the NC Administrative Office of the Courts is an award-winning team! Check out our recent accolades: Health & Wellness Benefits Modern Fitness Center Yoga & Pilates Classes Walking Trail CPR Training Annual Flu Shot Clinic for Employees and Families Wellness Fair Agency Softball Team Lunch & Learn Programs Employment Benefits Generous Insurance Options Retirement Package (purchase option for other government plans) Flexible Benefits Package 401(k) Vacation & Sick Leave Longevity Program Service Awards Come join a great team! Learn more about the NC Administrative Office of the Courts here: http://www.ncids.org Supplemental and Contact Information: INSTRUCTIONS: Applicants must complete an on-line application by clicking the above APPLY link. Mailed or faxed applications will not be accepted. Before applying, please read the Online Employment Application Guide for instructions on creating your profile and applying for specific postings. It is important your application includes all of your relevant education and work experience and that you answer all questions associated with the application to receive proper credit. Résumés are not accepted in lieu of fully completed applications. *NOTE* Many job postings require certain documents be attached to an application. Verify your application is complete and uploaded documents are attached to your application before submitting it. Applications may not be altered after they have been submitted. All NC Judicial Branch agencies are Equal Opportunity Employers. The North Carolina Judicial Branch participates in E-Verify, an internet-based system that compares information from an employee's Form I-9, Employment Eligibility Verification, to data from the US Department of Homeland Security and Social Security Administration records to confirm employment eligibility. Charmaine Leeks NC Administrative Office of the Courts Human Resources Division www.nccourts.org/Careers Minimum Education and Experience Some state job postings say you can qualify by an “equivalent combination of education and experience.” If that language appears below, then you may qualify through EITHER years of education OR years of directly related experience, OR a combination of both. See the Education and Experience Equivalency Guide for details. Bachelor's degree preferably with a major in computer science, court administration, business administration, or a related field, and three (3) years of experience in an appropriate field; or an equivalent combination of education and experience. Management prefers applicants with experience in any of the following: court applications, enterprise web applications, requirements elicitation, HTML or Dreamweaver, and Section 508 compliance. Systems Analyst experience helpful. Highly motivated candidates who work well in a team environment are encouraged to apply. Attach résumé. EEO Statement The State of North Carolina is an Equal Employment Opportunity Employer and dedicated to providing employees with a work environment free from all forms of unlawful employment discrimination, harassment, or retaliation. The state provides reasonable accommodation to employees and applicants with disabilities; known limitations related to pregnancy, childbirth, or related medical conditions; and for religious beliefs, observances, and practices. Recruiter: Charmaine James Leeks Email: HumanResources@nccourts.org

Great clinicians aren’t questioning ABA because they’ve lost belief—they’re questioning it because they care deeply about doing the work well. At Center for Social Dynamics, we’ve built a care model designed to stand up to that scrutiny. One grounded in clinical integrity, meaningful outcomes, and a strong clinician voice—without the pressure of volume‑driven decision‑making. This role is for clinicians who want to help define what good looks like in the next chapter of ABA. If the status quo feels sufficient, this may not be the right fit—and that’s okay. Board Certified Behavior Analyst (BCBA) 💰 Competitive Salary: $85,000–$95,000 (Based On Experience) + Bonus Opportunities 🏡 Hybrid & 100% Remote Options | 📅 Flexible Scheduling | 🤝 Elite Level Professional Development Why BCBAs Choose CSD - Stability & Innovation – Our model balances long‑term stability with thoughtful innovation, supporting clinicians with sustainable growth and evolving modalities that enhance clinical care - not disrupt it. - BCBA-Led Leadership – Our leadership team includes experienced BCBAs who understand your role and value your clinical judgment - Professional Development – Access in‑house continuing education and learning opportunities led by respected industry experts and leaders in the field - Clinical Quality Over Quotas – We prioritize client outcomes, not just billable hours - Flexibility That Works – Hybrid and fully remote opportunities available - No Non-Compete Agreements – Your career stays in your control - Supportive Structure – Work alongside mid-level supervisors so you can focus on high-quality clinical care About the Role This role is a BCBA and functions as a leader within the team, providing clinical oversight and mentorship while maintaining a manageable caseload. You will: - Oversee and support a team of mid-level clinicians and behavior technicians - Ensure quality ABA programming and meaningful client progress - Collaborate with families and caregivers to drive outcomes - Provide supervision, training, and clinical guidance - Embracing and championing the latest in ABA technology and clinical approaches What We’re Looking For - Current BCBA certification - Passion for ethical, outcome-driven ABA care - Interest in joining a team that is shaping the future of our industry - Strong leadership and collaboration skills - Experience supervising clinical teams (preferred) What Makes This Role Different We’re transparent about expectations: - You’ll maintain a balanced caseload - You’ll provide oversight to mid-level staff (you are not doing everything alone) - You’ll be supported by leaders who have been in your shoes At Center for Social Dynamics, our clinicians spoke and we listened. We’ve rebalanced service minimums to deliver greater flexibility, sustainable workloads, and real ownership over earning potential, while launching breakthrough clinical programs that strengthen outcomes for both families and clinicians. #LI-Remote About Us At Center for Social Dynamics (CSD), we believe that every child deserves a chance to shine. We're a passionate team on a mission to open up a world of possibilities for individuals with autism and other developmental needs—through science, compassion, and a whole lot of heart. From our very first session to each milestone we celebrate, we bring the power of play, connection, and evidence-based care to every moment. With services that are as unique as the individuals we support, we meet kids where they are—at home, in schools, and in communities—and guide them on a path toward growth. We live our TRUE values—Transparency, Respect, Understanding, and Excellence—in everything we do. As a fast-growing leader in the field, we're known for our vibrant culture, hands-on training, and career pathways that help you grow just as much as those we serve. At CSD, we don’t just change lives—we light them up. About Our Values - Transparency in the work that we do and the actions we take to achieve our mission. There are no hidden agendas or motives at Center for Social Dynamics. Each family’s unique cultures, values, and generational dynamics. - Understanding through tolerance, cooperation, and empathy in the pursuit of our mission. We never lose sight of who we are, the people we serve, and our purpose and meaning. - Respect for all and the value that everyone brings towards accomplishing our mission. No one at CSD is worth more or less, and together we are greater than the sum of our parts. - Excellence in our drive, passion, and commitment to our mission. CSD will always do what it takes to deliver the best, leave no one behind, and champion our cause. CSD is a proud equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status. Physical requirements may include but is not limited to: - Constant visual stimulation, including close vision, distance vision, reading, computer work - Constant sitting; frequent up and down out of chair - Constant use of telephone, speaking, listening - Constant document handling, use of copier and fax machine, filing - Frequent typing, use of computer - Occasional walking around building - Occasional bending, reaching, stooping, pulling - Occasional lifting, carrying, moving of items up to 20 pounds - Occasional walking to, bending to enter, sitting and using upper and lower limbs to drive car