• Handle high-volume inbound customer interactions while delivering exceptional customer service. • Take ownership of customer interactions from start to finish whenever possible. • Utilize internal resources, knowledge bases, job aids, and available tools to troubleshoot customer concerns and achieve high one-call resolution. • Research issues thoroughly before determining if escalation is necessary. • Maintain effective call control while demonstrating empathy, professionalism, and active listening. • Ask probing questions to identify root causes and determine appropriate solutions. • Navigate 15+ web-based programs, multiple browsers, and dual monitors simultaneously while assisting customers. • Accurately summarize every customer interaction within the CRM or ticketing system. • Document troubleshooting steps taken, research performed, actions completed, customer education provided, and final resolution. • Maintain concise, thorough, and accurate notes detailing what transpired during each interaction. • Attach supporting documentation to customer cases when appropriate. • Follow all client, state, and company policies while maintaining quality and compliance standards. • Monitor email and Microsoft Teams communications throughout the workday without reminders. • Adapt quickly to changing client processes and operational needs. • Meet productivity, quality, attendance, and schedule adherence expectations. • Support phone and chat channels as business needs require.

• Handle a high volume of inbound and outbound calls, following standard scripts and protocols while actively listening to patients and caregivers to assess needs and coordinate next steps, including confirming or rescheduling new patient visits. • Provide information about pharmacy services, including medication delivery, refill scheduling, and prescription status. • Document all interactions accurately in pharmacy and CRM systems. • Route calls to pharmacists or the appropriate pharmacy team members based on clinical or urgent needs. • Assist patients with insurance, co-pays, prior authorizations, and general pharmacy questions. • Escalate complex or sensitive concerns to supervisors or pharmacists. • Follow quality assurance standards on every call, including HIPAA and internal operating procedures. • Meet contact center performance metrics, including average handle time, call resolution rate, and quality scores. • Participate in regular training to stay current on pharmacy policies, procedures, and systems.

Role Description TechOp Solutions International is seeking an experienced Remote Workforce and Reporting Manager to support a high-volume, remote call center. The Workforce and Reporting Manager oversees workforce planning, scheduling, forecasting, operational reporting, and business intelligence activities. This role ensures staffing resources align with operational demand while providing timely and accurate reporting to support management decision-making. - Develop workforce forecasts and staffing plans to support operational requirements. - Manage employee scheduling and workforce optimization activities. - Produce daily, weekly, monthly, quarterly, and annual operational reports. - Develop executive dashboards, performance metrics, and ad hoc reporting. - Analyze workforce trends, operational data, and key performance indicators. - Collect, document, and evaluate business and technical requirements. - Configure and maintain workforce management and reporting systems. - Recommend process improvements through data analysis and operational insights. - Perform additional duties as assigned. Qualifications - Bachelor's degree from an accredited institution. - Minimum five (5) years of experience in workforce management, reporting, business intelligence, or contact center operations. - Experience with workforce management software, reporting tools, and Microsoft Excel. - Strong analytical, problem-solving, and communication skills. - Must meet security eligibility requirements. Company Description TechOp Solutions is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, creed, color, religion, national origin, ancestry, citizenship status, age, disability or handicap, sex, marital status, veteran status, sexual orientation, genetic information, gender identity or any other characteristic protected by applicable federal, state or local laws.

Role Description TechOp Solutions International is seeking an experienced Remote Workforce and Reporting Manager to support a high-volume, remote call center. The Workforce and Reporting Manager oversees workforce planning, scheduling, forecasting, operational reporting, and business intelligence activities. This role ensures staffing resources align with operational demand while providing timely and accurate reporting to support management decision-making. - Develop workforce forecasts and staffing plans to support operational requirements. - Manage employee scheduling and workforce optimization activities. - Produce daily, weekly, monthly, quarterly, and annual operational reports. - Develop executive dashboards, performance metrics, and ad hoc reporting. - Analyze workforce trends, operational data, and key performance indicators. - Collect, document, and evaluate business and technical requirements. - Configure and maintain workforce management and reporting systems. - Recommend process improvements through data analysis and operational insights. - Perform additional duties as assigned. Qualifications - Bachelor's degree from an accredited institution. - Minimum five (5) years of experience in workforce management, reporting, business intelligence, or contact center operations. - Experience with workforce management software, reporting tools, and Microsoft Excel. - Strong analytical, problem-solving, and communication skills. - Must meet security eligibility requirements. Company Description TechOp Solutions is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, creed, color, religion, national origin, ancestry, citizenship status, age, disability or handicap, sex, marital status, veteran status, sexual orientation, genetic information, gender identity or any other characteristic protected by applicable federal, state or local laws.