Top 496 Contact center Jobs in Illinois

Performance Coach Contact Center
TriWest Healthcare Alliance —Chicago, IL
- $62,000 - $73,000 a year
- Full-time
- Microsoft Excel
- Microsoft Outlook
- Military
- AD&D insurance
- Disability insurance
10d
Solutions Center Representative - Part Time - Remote
Experity, Inc —Illinois
- From $15.75 an hour
- Part-time
- Remote
- High school diploma or GED
- Travel
- Computer skills
- Health insurance
- Dental insurance
9d
Contact Center Analyst - Work From Home
Avila Dental —Chicago, IL
- Remote
- Microsoft Outlook
- Mid-level
- Analysis skills
- Work from home
Quick Apply
Supervisor, Concierge Member Services
Zing Health —Illinois
- $65,000 - $78,000 a year
- Hybrid work
- Microsoft Excel
- Microsoft Outlook
- High school diploma or GED
- Paid parental leave
- Health insurance
Call Center Supervisor
UChicago Medicine AdventHealth Hinsdale —Hinsdale, IL
- $48,495.33 - $90,192.84 a year
- Full-time
- Microsoft Excel
- Microsoft Outlook
- Writing skills
- Paid parental leave
- Disability insurance
Call Center Remote Customer Service Representative
VIMO INC —Clarendon Hills, IL
- $17 - $19 an hour
- Full-time
- Remote
- Background check
- 18 years or older
- Spanish
- Paid training
- Paid time off
Quick Apply
Support Specialist (Chat, Emails, Calls) Remote
Inspira Financial Trust, LLC —Oak Brook, IL
- $18.50 an hour
- Monday to Friday
- Remote
- Bachelor's degree
- No degree
- Typing
- Paid training
- Commuter assistance
Call Center Representative - Remote
Lucky Lincoln Gaming LLC —Chicago, IL
- $20 an hour
- Part-time
- Remote
- High school diploma or GED
- 21 years or older
- Communication skills
Quick Apply
8d
Member Care Representative - Inbound Call Center
Alliant Credit Union —Chicago, IL
- $22 an hour
- Full-time
- Hybrid work
- High school diploma or GED
- Entry level
- Paid parental leave
- Paid holidays
Quick Apply
Call Center Representative
A ANDI MEDICAL TRANSPORTATION INC. —Palos Hills, IL
- Full-time
- High school diploma or GED
- Computer skills
- Communication skills
- 401(k)
- Paid time off
Quick Apply
Outbound Patient Enrollment Specialist
Cadence Health —Chicago, IL
- $23 - $24 an hour
- Remote
- HIPAA
- Mid-level
- Communication skills
- Paid parental leave
- Health insurance
Quick Apply
Member Resource Center Specialist (MRCS)
SEIU HCII —Chicago, IL
- $46,335 - $51,572 a year
- Extended hours
- Word processing
- Computer literacy
- Writing skills
- Paid training
- Health insurance
Quick Apply
Customer Service Representative
CVS Health —Illinois
- $17.00 - $31.30 an hour
- Full-time
- Remote
- Computer literacy
- No high school diploma
- High school diploma or GED
- Health insurance
- Dental insurance
1d
Contact (Call) Center Representative
Consumers Credit Union, Illinois —Lake Forest, IL
- $16.67 - $25.01 an hour
- Full-time
- Hybrid work
- Hospitality
- Spanish
- Computer literacy
- Disability insurance
- Dental insurance
14d
Remote Customer Service Representative
Annuity Health —Westmont, IL
- $16 - $23 an hour
- Remote
- Computer literacy
- High school diploma or GED
- Communication skills
- Health savings account
- Paid holidays
Quick Apply
Call Center MSR
Abbott Laboratories Employees Credit Union —Gurnee, IL
- $18.32 - $30.54 an hour
- Full-time
- Research
- High school diploma or GED
- Business Administration
Quick Apply
Medical Contact Center Agent
Chicago Lighthouse for People Who Are Blind or Visually Impaired —Chicago, IL
- $18.00 - $19.50 an hour
- Full-time
- HIPAA
- High school diploma or GED
- Typing
- Paid holidays
- Disability insurance
Quick Apply
Customer Service Lead
Advanced Purification Engineering Corporation —Rosemont, IL
- $110,000 - $130,000 a year
- Full-time
- Hybrid work
- Bachelor of Science
- Mid-level
- Supervising experience
- Dental insurance
- Paid time off
Quick Apply
Call Service Representative
Ivy Hall —Chicago, IL
- $18 - $20 an hour
- Weekends as needed
- Hybrid work
- Spanish
- English
- Ability to sit for extended periods
- Health savings account
- Paid holidays
Quick Apply
Concierge Member Service Representative (CMSR)
Zing Health —Illinois
- $47,850 - $50,000 a year
- Hybrid work
- Mid-level
- High school diploma or GED
- Paid parental leave
- Health insurance

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Performance Coach Contact Center

TriWest Healthcare Alliance -
Chicago, IL

Apply Now

Job Details

Full-time
$62,000 - $73,000 a year
10 days ago

Benefits

AD&D insurance
Disability insurance
Health insurance
Dental insurance
401(k)
Tuition reimbursement
Paid time off
Vision insurance
401(k) matching
Life insurance

Qualifications

Computer operation
Microsoft Excel
Microsoft Outlook
Computer literacy
High school diploma or GED
Quality control data analysis
Data analytics

Full Job Description

Profile

We offer remote work opportunities (AK, AR, AZ, CO, FL, HI, IA, ID, IL, KS, LA, MD, MN, MO, MT, NE, NV, NM, NC, ND, OK, OR, SC, SD, TN, TX, UT, VA/DC, WA, WI & WY only).

Our Department of Defense contract requires US citizenship and a favorably adjudicated DOD background investigation for this position.

Veterans, Reservists, Guardsmen and military family members are encouraged to apply!

Job Summary

The Performance Coach of Contact Center Performance team is responsible for mentoring, coaching, and developing contact center agents to increase and enhance their performance, quality, and general customer service skills. This role works closely with Performance Support team members to provide agents with ongoing feedback, the implementation and administration of gap training, and using performance data to ensure training and quality actions result in agents meeting service standards and performance consistently. The performance coach is responsible for assessing agent’s customer service interactions with the beneficiary, healthcare provider, and government callers and other inbound interactions. This position also provides solutions for increasing agent efficiency and productivity to meet TRICARE contact center goals.

Education & Experience

Required:

High School diploma or GED
U.S. Citizenship
Must be able to receive a favorable Interim and adjudicated final Department of Defense (DoD) background investigation
2+ years of experience in a performance-based contact center, gained through formal supervisory roles or through progressively responsible work that includes training, coaching, peer mentorship, onboarding, supporting, or other leadership functions. Demonstrated capability in guiding team performance may be used to meet the leadership requirement when a formal title is not present.
Proficient with Microsoft Word, Excel, PowerPoint, and Outlook
Experience using data analysis to improve agent productivity, quality, and accuracy

Preferred:

Associate or bachelor’s degree in business, Communication, or a related field is preferred
Veteran, military spouse or military affiliated
Experience with performance management software and tools (e.g., Salesforce, Verint, etc.) is preferred

Key Responsibilities

Provide one-on-one coaching sessions with agents to improve customer interactions, quality, accuracy and production performance metrics in accordance with TriWest’s contractual guidelines and Service Level Agreement(SLA)s with the Defense Health Agency (DHA).
Identify performance gaps and implement tailored coaching strategies to address agent opportunities and resources efficiency.
Observe and evaluate calls, written correspondence, chats, and other customer interactions to ensure quality standards.
Monitor agent performance against key performance indicators (KPIs) such as Average Handle Time (AHT), First Call Resolution (FCR), caller satisfaction, and adherence to service level agreements (SLAs).
Provide timely feedback to agents and escalate performance issues to leadership when necessary.
Recommend and present suggested action plans for performance improvement for underperforming agents to TriWest and its sub-contractor partner leaders.
Partner with TriWest Corporate Training Team to conduct training sessions to improve agent skills, including TRICARE knowledge, customer handling techniques, and communication strategies.
Collaborate with training teams to deliver new hire onboarding and ongoing training.
Use performance metrics and data to track agent progress and identify trends that may require coaching or process improvements.
Create reports and dashboards to present performance data and improvements to leadership.
Use performance data to recognize top performers and motivate underperformers for both TriWest and its subcontractor partner agents.
Coordinate with the quality assurance team to periodically conduct audits of calls and customer interactions to maintain a high level of service quality.
Ensure compliance with legal and regulatory requirements related to customer service.
Work closely with team leaders, managers, and Human Capital to ensure that performance goals are aligned with overall TriWest business objectives.
Foster a positive, motivating, and performance-driven culture within the contact center team.

Competencies

Communication / People Skills: Exceptional written and verbal communication skills to provide clear, concise and constructive feedback to agents. Ability to professionally interact with others. Ability to influence or persuade others under positive or negative circumstances; adapt to different styles; listen critically; collaborate.

Computer Literacy: Ability to function in a multi-system Microsoft environment using Word, Outlook, TriWest Intranet, the Internet, and department software applications. Knowledge of Quality Assurance programs, tools and methodologies in a contact center environment and proficient with records maintenance.

Coping / Flexibility: Resiliency in adapting to a variety of situations and individuals while maintaining a sense of purpose and mature problem-solving approach is required. Adapts easily to changing priorities communicated by leadership.

Independent Thinking / Self-Initiative: Critical thinkers with ability to focus on things which matter most to achieving outcomes; commitment to task to produce outcomes without direction and to find necessary resources.

High Intensity Environment: Ability to function in a fast-paced environment with multiple activities occurring simultaneously while maintaining focus and control of workflow.

Multi-Tasking / Time Management: Prioritize and manage actions to meet changing deadlines and requirements within a high volume, high stress environment.

Organizational Skills: Ability to organize people or tasks, adjust to priorities, learn systems, within time constraints and with available resources; detail oriented.

Problem Solving / Analysis: Ability to solve problems through systematic analysis of processes with sound judgment; has a realistic understanding of relevant issues.

Team-Building / Team Player: Strong teamwork and collaboration skills to work effectively with others, including supporting the onboarding needs of new team members. Ability to motivate, mentor, and coach agents effectively.

Working Conditions

Working Conditions:

Availability to work some non-regular hours as required
Works in a standard office environment or remotely
Extensive computer work with prolonged sitting

Company Overview

Taking Care of Our Nation’s Heroes.

It’s Who We Are. It’s What We Do.

Do you have a passion for serving those who served?

Join the TriWest Healthcare Alliance Team! We’re On a Mission to Serve®!

Our job is to make sure that America’s heroes get connected to health care in the community.

At TriWest Healthcare Alliance, we’ve proudly been on that important mission since 1996.

DoD Statement

Our Department of Defense contract requires US citizenship and a favorably adjudicated DOD background investigation for this position.

Benefits

We’re more than just a health care company. We’re passionate about serving others! We believe in rewarding loyal, hard-working people who are willing to learn as they grow. TriWest Healthcare Alliance values teamwork. Join our team, fulfill your responsibilities, and you may also be considered for frequent pay raises, overtime opportunities to earn even more, recognition and reward programs, and much more. Of course, we also offer a comprehensive and progressive compensation and benefits package that includes:

Medical, Dental and Vision Coverage
Paid time off
401(k) Retirement Savings Plan (with matching)
Short-term and long-term disability, basic life, and accidental death and dismemberment insurance
Tuition reimbursement
Paid volunteer time

TriWest job postings typically include a salary range, which can vary based on the specific role and location, but generally this position ranges from around $62,000 - $73,000 per year.

Equal Employment Opportunity

TriWest Healthcare Alliance is an equal employment opportunity employer. We are proud to have an inclusive work environment and know that a diverse team is a strength that will drive our success. To that end, TriWest strives to create an inclusive environment that supports diversity at every organizational level, and we highly encourage candidates from all backgrounds to apply. Applicants are considered for positions based on merit and without discrimination on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or any other consideration made unlawful by applicable federal, state, or local laws.

Apply Now

Refine Your Search

contact center jobs in illinois

Performance Coach Contact Center

Solutions Center Representative - Part Time - Remote

Contact Center Analyst - Work From Home

Supervisor, Concierge Member Services

Call Center Supervisor

Call Center Remote Customer Service Representative

Support Specialist (Chat, Emails, Calls) Remote

Call Center Representative - Remote

Member Care Representative - Inbound Call Center

Call Center Representative

Outbound Patient Enrollment Specialist

Member Resource Center Specialist (MRCS)

Customer Service Representative

Contact (Call) Center Representative

Remote Customer Service Representative

Call Center MSR

Medical Contact Center Agent

Customer Service Lead

Call Service Representative

Concierge Member Service Representative (CMSR)

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