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Call Center Times
  Call Center Industry Employment Opportunities   Minimize

Please contact the prospective employers directly.
  Current Employment Opportunities   Minimize

ARIZONA

APAC Customer Services, Inc.
Customer Service Representatives
Contact:
Applications may also be submitted in person:
M-F between 7 am - 7 pm or Sat between 9 am - 1 pm
1650 S. Research Loop, Suite 160, Tucson, AZ
Or call: 520-731-5800
______________________________________________________________________________

CALIFORNIA

UnitedHealth Group
Sales Professionals (Inside TeleSales/Service Representatives)
GO ONLINE NOW TO ATTEND THE VIRTUAL JOB FAIR AT www.UHGjobsonline.com
______________________________________________________________________________

GEORGIA

Georgia Perimeter College
Contact Center Supervisor
Contact:
E-mail:gpchrapp@gpc.edu
770-280-4736

Clear Harbor
Workforce Manager Needed for a Call Center Company!
Contact:
E-mail: kateo@clearharbor.biz
______________________________________________________________________________

NEVADA

Vortechs Group
CALL CENTER OPERATIONS SUPERVISOR - OUTBOUND B TO B SALES - SOFTWARE
 INDUSTRY
Contact:
Arthur Andre
E-mail: art@vtg.cc
______________________________________________________________________________

UTAH

Mrs. Fields Famous Brands
Training Coordinator
Contact:
E-mail: resumes@mrsfields.com

Mrs. Fields Famous Brands
Team Supervisor
Contact:
Mrs. Fields Famous Brands
2855 E. Cottonwood Parkway, Suite 400
Salt Lake City, Utah 84121
or
fax to 801-736-5940
or
E-mail: resumes@mrsfields.com

______________________________________________________________________________

WISCONSIN

Bradley Corporation
Customer Service Manager
Contact:
www.Bradleycorp.com
______________________________________________________________________________

 1. General Manager

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Manage profitability by client and site. Review revenue generation, analyze profit and loss statements, and maintain expenditures.

Ensure Key Performance Indicators (KPI's) are achieved for multiple clients.

Supervise Operation Managers, Training and Quality Manager, and Workforce Leader. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Recruit, develop and retain Operations Managers, Training and Quality Managers and other call center employees. Ensure they are proficient in their job skills and provide constant follow-up, feedback, and coaching. Empower them to make decisions as business owners.

Develop and/or direct the proper flow of communication between various APAC departments to ensure all client and company goals are attained.

Oversee hiring process to ensure all positions are staffed to assigned levels per campaign to ensure client productivity and maximum company revenue.

Establish and develop relationships within the community through associations, organizations, and events.

QUALIFICATIONS AND REQUIREMENTS:

Education: Bachelor's degree in Business Administration or business related field preferred.

Experience: At least 5 years of general management experience; or equivalent combination of education and experience.

Skills, Knowledge, & Abilities: Familiarity with the Federal Communications Commission and Direct Marketing Association regulations; excellent written, verbal and interpersonal communication skills; strong presentation skills with the ability to speak before internal and external groups; ability to multi-task and adapt to change; strong organizational and project management skills; proficient in Microsoft Word and Excel.

2. Location: Philippines
3. bcuckler@teledevelopment.com, 330-659-4441, Barbara Cuckler
______________________________________________________________________________

1. SALES EXECUTIVE

Essential Duties and Responsibilities:
• Must have the ability to target Fortune 500 accounts within a defined marketplace, including the cultivation of meaningful client relationships that will allow Company to serve as in integral business partner over the long-term. Incumbent must be able to demonstrate Company's value proposition in the context of the client's unique and dynamic business needs.
• Responsible for closing multi-year (1-5 year) profitable contracts. This will require the incumbent to understand each client relationship from a strategic perspective and identify potential opportunities for additional profitable client penetration.
• Ability to articulate the high-level value proposition of outsourcing and managed services as developed through deep experience in the industry and/or a strong desire and capability to comprehend new solutions and acquire new skills in assessing business requirements and translating them into client-specific solutions.
• Negotiate and price new initiatives for the client, including contract negotiation, resolution of any and all contractual issues and needs for the client, and oversight of statement of work completion.
• Ability to solution-sell inside a specific marketplace as gained through strong past experience within a particular space.

Additional Specific Duties and Responsibilities:
• Ability to sign 15+ M dollars in multi-year contracts annually.

Job Specifications:
• BA (preferably in a marketing or business-related field) or equivalent experience.
• 12+ years selling complex customer management/CRM solutions, or outsourced solutions.
• 15+ years proven experience personally leading large strategic deals with extended lifecycles. Preferred experience managing and delivering enterprise-wide programs for local, regional, and global clients.
• 15+ years experience leading complex customer accounts within the service space, preferably within the outsourcing industry.
• Proven track record of success in delivering results and promoting the establishment of long-term profitable client relationships (average total contract value (TCV) of $30M+ per deal).


2. LOCATION: VIRTUAL
3. bcuckler@teledevelopment.com, 330-659-4441, Barbara Cuckler
______________________________________________________________________________

WORKFORCE ANALYST

QUALIFICATIONS

1. Forecasting AND agent scheduling experience mandatory, preferably multi-site.

2. Demonstrated ability to extract, analyze and manipulate data using software from various application sources.

3. Proficient with Workforce Management Theories AND software applications.

4. Excellent written and organizational skills.

5. Adaptable and flexible with schedule and the changing demands of the business.

6. Strong knowledge of existing switch capabilities, call routing options, and IVR capabilities.


EDUCATION

College degree preferred.

EXPERIENCE

3+ years' experience in a similar role.

5+ years' experience as a customer care representative or contact center experience highly desirable.


GENERAL JOB FUNCTION

The Workforce Analyst is primarily responsible for developing and delivering accurate and cost-efficient agent workforce forecasts and schedules for the inbound Customer Care business and managing contact center activities, both real-time and planned for all inbound centers. These activities will require the Workforce Analyst to understand the business trends and patterns that effect agent performance and service level attainment.

The Workforce Analyst works closely with the Workforce Manager and Customer Care operations management to communicate any operational and technical support issues that would affect service level objectives and develop timely and cost-efficient solutions.


KEY RESPONSIBILITIES

1. Provides contact center staff with accurate forecasts of anticipated work volumes for all inbound contact centers.

2. Develop accurate and cost-efficient inbound agent schedules for all contact centers using the Genesys Workforce Management tools.

3. Monitor the call center measures around AHT, ACW, ABD and Service Levels and meet contract metrics.

4. Interact with various internal operating groups like HR, IT, QA who all play a critical role in the success of the operation.

5. Actively interacts with Workforce Management Team and Customer Care management to plan and gather scheduling information in order to schedule planned and unplanned contact center activities and make intra-day management decisions.

6. Oversee staffing and hiring requisition development based on analysis of call patterns, call volume, available personnel and adjusts departmental schedules based on needs.

7. Analyze data for trends in call patterns, product variability, turnover, hiring, etc

8. Manage real time data for day to day results in quality and operating performance and benchmark Call Center within industry and utilize information for enhancements.

9. Study and standardize procedures to improve efficiency, documents barriers to achieving desired results and makes recommendations to improve Service Levels.

10. Provides real-time notification to the Workforce Manager and Customer Care operations management when significant changes in service levels occur.

11. Collects and distributes reporting information used for assessment and contact center performance.

12. Provides accurate and timely feedback of contact center performance to the Workforce Manager

Contact: hilary.holland@pcfcorp.com

______________________________________________________________________________

 

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