Role Description The ideal candidate would be someone who has 2+ years of call center experience in a target-driven environment. Experience working in an outbound sales process is a plus. Outgoing and pleasing personality on the phone. Excellent communication skills with clear diction. Good time manager. Ability to multitask and work in a challenging environment. Ready to learn and grow. Go-getter mindset. Key Responsibilities - Answering or making calls to members to book appointments for their no-cost In-home Health Assessments. - Learn about and address customer needs, complaints, or other service issues. - Responding efficiently and accurately to callers, explaining possible solutions/rebuttals, and ensuring that customers feel supported and valued. - Engaging in active listening with callers, confirming or clarifying information, and diffusing angry clients, as needed. - Building lasting relationships with customers and other call center team members based on trust and reliability. - Utilizing software, databases, scripts, and tools appropriately. - Understanding and striving to meet or exceed call center metrics while providing excellent, consistent customer service. - Making sales or recommendations for products or services that suit client needs better. - Taking part in training and other learning opportunities to expand knowledge of the company and position. - To be available on meetings on camera as and when needed. - Adhering to all company policies and procedures. - Additional ad-hoc tasks as assigned by the Call Center Supervisor. Qualifications - Outgoing personality and sales approach. - Solid work history, citing any recognition and promotion. - Ability to thrive in a fast-paced, energetic environment doing multi-tasking on the system while talking to the customer on the phone. - Customer service or other directly related experience is a plus. - Ability to collaborate and be a team player. - Various software and data entry proficiency, including MS Office. - Ability to type 40Wpm, 60Wpm is preferred. - Strong communication and time management skills. - Supreme ability to demonstrate customer empathy and build a connection with excellent customer diplomacy skills. - Problem solver, ability to multi-task, think creatively, and escalate issues and ideas to solve these issues. - Honesty and integrity. Competency - Excellent attendance and work record. - Ability to professionally articulate customer call scripts. - Exceptional customer service and active listening skills. - Ability to empathize and manage personal emotions. - Ability to function as an effective team member. - Ability to internalize and follow protocols/guidelines. - Demonstrate excellent oral and written communication skills; correct spelling is a must. - Strong time management skills and decision-making skills. - Strong computer skills required. - Must have a working knowledge of MS Office applications: Word, Excel, and Outlook. - Ability to be flexible with schedule (between hours of 6 am PST - 6 pm PST Monday through Friday, possible Saturday hours) and adapt to change.

Role Description ¿Tienes experiencia en ventas y te apasiona ayudar a las personas con soluciones? Esta es tu oportunidad para crecer en una de las compañías líderes en Call Center. - Experiencia mínima de 6 meses en áreas comerciales de call center (seguros o financiero) - Preferiblemente experiencia en venta de seguros (certificada) - Bachiller culminado - Actitud proactiva y orientación a resultados - Ganas de aprender y crecer profesionalmente Qualifications - Experiencia mínima de 6 meses en áreas comerciales de call center (seguros o financiero) - Preferiblemente experiencia en venta de seguros (certificada) - Bachiller culminado - Actitud proactiva y orientación a resultados - Ganas de aprender y crecer profesionalmente Requirements - Posibilidad de teletrabajo (según cumplimiento de indicadores) - Salario base: $1.750.905 + $249.095 auxilio de transporte - Comisiones SIN TECHO + prestaciones de ley - Comisiones promedio de $800.000 por cumplimiento de metas - Oportunidades reales de crecimiento profesional Benefits - Posibilidad de teletrabajo (según cumplimiento de indicadores) - Salario base: $1.750.905 + $249.095 auxilio de transporte - Comisiones SIN TECHO + prestaciones de ley - Comisiones promedio de $800.000 por cumplimiento de metas - Oportunidades reales de crecimiento profesional Company Description ¡Sé parte de INTELCIA y lleva tu carrera al siguiente nivel!

Role Description Our telephony infrastructure is central to everything we do. The calls we receive are sensitive in nature, and the availability of our phone services is directly linked to our ability to support people when they need it most. The performance, reliability, and administration of our telecoms platform is therefore a critical function within the business. This role sits within the IT function and reports directly to the Head of IT. The Telecoms and Call Centre Specialist is responsible for the day-to-day administration, configuration, monitoring, and improvement of the Spectrum.Life telephony platform, built on Asterisk and FreePBX and managed in partnership with our telecoms provider. The role covers: - Call queue management - IVR configuration - Agent reporting - Wallboard development - Call statistics production It requires a technically capable individual who understands the operational demands of a high-availability call centre environment and can translate that understanding into reliable, well-documented system administration. As Spectrum.Life expands, this role will extend across all active markets. The person appointed will work closely with the Head of IT, the telecoms vendor team, and operational stakeholders to ensure telephony performance meets contracted SLAs and supports the quality of service our clients depend on. Responsibilities - PBX Administration - Day-to-day administration of the Asterisk/FreePBX platform, including extension management, dial plan configuration, and IVR setup - Manage and maintain call queues, ring groups, and routing logic across all active DDIs - Coordinate with telecoms vendor for system changes, fault escalation, and SLA-governed incident resolution - Carry out configuration changes in line with the Release and Deployment SOP, ensuring changes are tested and documented before production deployment - Maintain system documentation and update the Telecommunications Management SOP required - Call Centre Operations - Monitor and manage inbound call queue performance, including agent availability, call wait times, and abandon rates - Configure and maintain agent pause codes and operational states to support accurate reporting of agent activity - Support the operational team with call flow changes, queue adjustments, and IVR prompt updates in response to business need - Liaise with service teams to ensure call routing and queue configuration reflects current operational requirements across Ireland, UK, and Australia - Reporting and Call Statistics - Produce regular call statistics and performance reports for operational and management stakeholders - Maintain and develop the call statistics recording system, which processes PBX event webhooks to calculate agent state durations across pause codes for KPI reporting - Support the development of automated reporting pipelines, working alongside the Data function where applicable - Ensure reporting is accurate, timely, and aligned to the metrics that matter to the business - Wallboard Development and Maintenance - Administer and maintain the live call centre wallboard, which displays agent activity, queue status, and daily call totals for operational visibility - Develop new wallboard views and features, including call queue information such as agents available versus calls waiting - Work with the Head of IT on iterative improvements to the wallboard, built in PHP with a server-side cached data layer and JavaScript client - Ensure the wallboard remains stable, accurate, and performant in a production environment - Monitoring, Availability, and Incident Management - Monitor telephony system health and DDI availability, acting promptly on alerts or anomalies - Support P1 and P2 telephony incident response in line with the Incident Management SOP and Information Security Incident Response Policy - Maintain awareness of the telecoms vendor SLA and support the Head of IT in ensuring the vendor meets its contractual obligations - Maintain line issues registers and contribute to post-incident reviews Qualifications - Demonstrable hands-on experience administering Asterisk and FreePBX in a production environment - Experience managing call centre queues, IVR configuration, DDI routing, and dial plan logic - Practical experience producing call centre reports and working with call data, either from QueueMetrics, CDR records, or equivalent reporting tools - Experience developing or maintaining operational dashboards or wallboards, with an understanding of real-time data presentation - Comfortable working with PHP or equivalent server-side scripting for telephony integrations and data handling - Able to read and interpret call flow logic, PBX event data, and system logs to diagnose and resolve faults - Strong written documentation skills; able to produce and maintain SOPs and configuration records to an auditable standard - Experience working with a managed telecoms provider and managing vendor relationships against SLA obligations Desirable - Experience with SIP trunk configuration and multi-instance PBX environments - Familiarity with QueueMetrics or similar call centre analytics platforms - Experience with webhook-driven integrations and event-based data capture from PBX systems - Experience with DDI testing tools or automated telephony testing processes - Working knowledge of JavaScript for front-end wallboard or dashboard development - Exposure to multi-market telephony operations, particularly across UK, Ireland, or Australia - Understanding of ITIL service management principles, particularly incident and change management Benefits - Full-time permanent contract - Work from home - Competitive salary (Dependent on experience) + employee benefits - Continuous professional development and training opportunities - 25 days annual leave - 24/7 EAP and a wide range of health and wellbeing supports - Extensive list of employee perks and benefits: Employee Perks Your Profile - Methodical and detail-oriented; understands that accuracy in telephony configuration has direct operational consequences - Self-sufficient in a remote working environment; able to manage own workload and prioritise without close supervision - Clear communicator across technical and non-technical audiences; able to explain telephony issues in plain language to operational stakeholders - Proactive in identifying and resolving issues before they escalate to outages - Comfortable working within a structured change management process and maintaining accurate records - Collaborative; willing to work alongside vendor contacts, the Data function, and operational teams to deliver improvements

• Binnen deze rol ben jij hét aanspreekpunt voor klanten binnen de boeiende energiesector. • Je switcht moeiteloos tussen inbound calls, online chat/e-mail en administratie. • Jij zorgt ervoor dat elke klant tevreden en goed geïnformeerd is! • Inbound Campagnes: Je beantwoordt vragen naar aanleiding van marketingacties. • Je vergelijkt energietarieven, helpt bij het afsluiten van contracten en beantwoordt algemene marktvragen. • Verhuisservice: Je helpt klanten die gaan verhuizen! • Je berekent de beste tarieven voor hun nieuwe adres, werkt klantgegevens bij en zorgt dat het contract vlekkeloos overgaat. • Is er data herhaaldelijk onvolledig? Dan bel je de klant proactief op (outbound). • Online Chat & E-mail: Je adviseert potentiële nieuwe klanten online, helpt hen met prijsberekeningen en overtuigt hen om voor ons te kiezen. • Administratie & Follow-up: Je verwerkt contracten nauwkeurig in het systeem en belt klanten na die hun online contract niet helemaal hebben afgerond.