• Handle operational requests related to bookings before arrival, during stay, and after travel. • Resolve client issues efficiently while adhering to defined service levels, quality standards, and procedures. • Provide timely and accurate information to ensure a smooth client experience. • Aim for first contact resolution whenever possible. • Escalate complex cases according to established protocols. • Maintain accurate case documentation in internal systems. • Contribute to a high‑performance, customer‑centric service culture.

• Partner with leadership to understand current customer experience and adjust staffing to improve customer experience. • Create and maintain schedules for Customer Service staff to ensure optimal coverage for service level goals. • Coordinate with appropriate staff and departments to schedule training, meetings and other events into the workforce management system. • Administer staff scheduling needs and time off requests in a fair and consistent manner. • Monitor call center activity and make recommendations for immediate changes to ensure call center coverage meets customers' needs. • Monitor and record all exceptions to planned schedules to provide current analysis. • Advise Call Center Management of expected performance concerns and recommend solutions. • Create and distribute ad hoc reports as needed to analyze trends.

Role Description Juist die afwisseling en dynamiek geven jou energie en laten je op je best presteren. Klinkt dat als muziek in de oren? Dan maken we graag kennis met jou! Werken bij FACT Heerlen Centrum: - Het FACT-team Heerlen Centrum richt zich op patiënten met ernstige psychiatrische aandoeningen, waaronder psychotische-/persoonlijkheidsstoornissen en/of verslavingsproblematiek. - Het team biedt zorg aan psychiatrische patiënten in het centrumgebied van Heerlen, Voerendaal en Ubachsberg. - We behandelen multidisciplinair, flexibel in intensiteit, assertief en outreachend. - Behandeling vindt plaats in de leefomgeving van de patiënt, op de plek waar hij of zij woont of regelmatig verblijft. - Je werkt nauw samen met diverse ketenpartners zoals de gemeente, woningcoöperaties, verslavingszorg en maatschappelijke organisaties. - Je zoekt deze samenwerking actief op en neemt het voortouw wanneer de situatie daar om vraagt. - Je houdt overzicht en weet verschillende belangen met elkaar te verbinden. - Het eigen sociale netwerk van cliënten wordt – waar mogelijk - zo veel mogelijk actief bij de behandeling betrokken. - Je richt je op het versterken van de eigen regie en het bevorderen van participatie. Als transmuraal werker 2 ben jij de centrale middenvelder binnen een dynamisch multidisciplinair team: - Je verbindt collega's, coördineert de zorg en houdt het gezamenlijke doel scherp voor ogen: de best mogelijke behandeling van de patiënt. - Je beheert je eigen caseload en werkt daarin zelfstandig, terwijl je nauw samenwerkt met je team. - Je bent veel buiten kantoor te vinden en hebt de vrijheid om je eigen agenda in te delen. Qualifications - Energie krijgen van samenwerken. - Flexibel zijn en stevig in je schoenen staan. - Creatief meedenken in complexe situaties. - Initiatief nemen en buiten de gebaande paden durven denken. - Collegialiteit als vanzelfsprekend beschouwen.

Role Description We are looking for a proactive and detail-oriented Appointment Setter – Multi Campaign responsible for engaging with leads, qualifying prospects, and scheduling appointments for sales teams across multiple campaigns. This role focuses on consistent outbound communication and accurate lead management. - Make outbound calls, send emails, or use messaging platforms to contact leads from assigned campaigns - Qualify prospects based on basic campaign criteria (need, interest, availability, and fit) - Schedule appointments or sales calls between qualified leads and closers/sales representatives - Confirm appointment details (date, time, contact information, and availability) - Follow provided scripts and campaign guidelines while maintaining natural conversation flow - Update CRM or tracking tools with correct call outcomes and lead status - Follow up with leads who missed appointments or need rescheduling - Handle basic objections (e.g., no interest, not available, wrong timing) and attempt re-engagement when appropriate - Maintain daily call volume and appointment setting targets - Ensure accuracy of lead information and appointment schedules across multiple campaigns Qualifications - Experience in appointment setting, telemarketing, lead generation, or outbound sales - Good communication and listening skills - Comfortable handling multiple campaigns and switching scripts/processes - Able to follow instructions and work with minimal supervision - Basic CRM or dialing system experience is an advantage - Goal-oriented and comfortable working with targets Requirements - Outbound calling and lead qualification - Basic objection handling - Time management and multitasking across campaigns - Attention to detail (especially in scheduling and CRM updates) - Consistency and reliability Benefits - If you are confident, driven, and excited to work in a fast-paced, target-oriented environment, we would love to hear from you. - Apply now and be part of a growing team where your efforts directly contribute to success. - We look forward to your application!