WORKFORCE MANAGEMENT OPENINGS NEW YORK CITY AREA

National growing company has immediate openings for a Workforce/Real-Time (Command Center) Manager and a Forecasting Manager position for a large, multi-site first-party call center in the New York City area.

WORKFORCE/REAL-TIME (Command Center) MANAGER:

Ideal candidate will have 5+ years of Workforce/Real-Time (Command Center) and Call Center Management experience. Must have solid analytical skills, a detailed understanding of call center metrics and proven knowledge of WFM management software (ex. Aspect eWFM) and strong call routing experience.

COMPENSATION: Up to $85K Base + Bonus Potential

Qualified and interested candidates please email your resume to: This e-mail address is being protected from spambots. You need JavaScript enabled to view it  

FORECASTING MANAGER:

Ideal candidate will have the ability to manage AHT and call/contact forecasting and analysis function for all lines of business and queues across all sites, including outsourced vendor sites to ensure service level and occupancy goals are being met within each line of business at daily and interval levels.

Must have at least 4+ years of experience specifically in workforce management forecasting dealing with a large (1,500 plus minimum), multi-site call center operation with outsourced off-shore sites and multiple lines of business and at least 5+ years working with vigorous WFM software in a call center environment ie.. IEX Totalview, Aspect eWFM experience is preferred. Will also have experience with Genesys skills based routing system, detailed understanding of call center metrics, solid and proven analytical skills, be proficient in regression and other statistical analysis, strong communication skills (both written and verbal) and must have at least a Bachelor's Degree.

COMPENSATION: Up to $85K Base + Bonus Potential

Qualified and interested candidates please email your resume to: This e-mail address is being protected from spambots. You need JavaScript enabled to view it

HELP DESK DIRECTOR OPENING NEW YORK AREA

We currently have an opening for an experienced & take charge Senior Manager of Support, Planning and Metrics for our New York call center.

RESPONSIBILITIES:

• Oversee daily Helpdesk operations
• Must have ACD Management experience
• Overall responsibility for Call Center Telephony
• Staff development, providing training & ongoing coaching to achieve & maintain both qualitative and quantitative measures
• Analyze current Helpdesk operations and have the ability to develop recommendations for improvement and added efficiencies
• Implement and manage a customer care program for measuring and maximizing customer satisfaction.

Ideal candidate will have least 5 + years of experience managing up to 20 individuals in a Call Center Helpdesk environment servicing customers dealing with software products and issues. Candidate will have at least a Bachelor's Degree.

COMPENSATION: Up to $90K Base - Commensurate with Experience plus Bonus Potential

For additional details, please email your resume in a Word attachment and along with your contact information to: This e-mail address is being protected from spambots. You need JavaScript enabled to view it

CUSTOMER SERVICE CALL CENTER MANAGER – CLEVELAND, OH AREA

National company is seeking an experienced Customer Service Call Center Manager for their dispatch center in a western suburb of Cleveland, OH. Ideal candidate will be responsible for the management and operations of a 24/7 call center from hiring, scheduling, agent performance & evaluations, quality, meeting center goals etc.

REQUIREMENTS:

• Ability to Manage the day-to-day Operations of the Call Center
• Solid Tactical and Strategic Skills
• Knowledge of various Call Center Systems & Platforms
• Capability to Manage Key Projects
• Excellent Training Skills
• Capacity to Implement more effective Processes & Methodologies
• Aptitude to Expand the Program
• Will be a Quick Learner
• Proven Leadership Skills
• Must Be Flexible and Available for Emergency Situations – This is a 24/7 Call Center
• Individuals with Third Party Call Center Experience are a plus

Must have at least 5 years of prior Call Center Management experience and any experience in the transportation industry is a plus. Must have at least a Bachelor's Degree. LOCAL CANDIDATES ARE ENCOURAGED TO APPLY.

COMPENSATION: Mid $60's to Mid $70's Plus Bonus Potential

Please email resume in a Word attachment to: This e-mail address is being protected from spambots. You need JavaScript enabled to view it

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CALL CENTER SALES MANAGER – MINNEAPOLIS, MN AREA

Call Center Sales Manager to be located in the Minneapolis, MN area.  We are seeking an experienced, results oriented individual to manage a team of supervisors and phone reps. in an inbound & outbound telesales center.  Will be responsible for ensuring that the team provides quality customer service, effective marketing and selling of company products & services throughout the US.  Candidate will be responsible for metrics, implementation and daily monitoring, coaching and management for continuous improvement.  Individual must possess strong & effective communication skills and have the ability to communicate at all levels; especially with senior management.

Key Requirements:

• Must have been a Manager in a larger call center
• Telesales experience both Inbound and Outbound required
• Dialer experience required
• To qualify as a manager, the candidates must have managed Supervisors. This position requires Strategic and Operational / Tactical Management Experience over both Supervisors and Staff

Ideal candidate will have at least 5 plus years of prior Call Center Sales Manager experience within an inbound/outbound call center telesales environment.  Will have solid Call Center metrics and basic analytical skills; must understand Call Center technology (from a user standpoint); must have excellent coaching & development skills, strong customer service & sales experience; solid interpersonal & communications skills and have solid leadership skills.    Must have at least a Bachelor’s Degree.  LOCAL CANDIDATES ARE ENCOURAGED TO APPLY.

COMPENSATION:  Up to $90K Base Plus Bonus Potential

Please email resume in a Word attachment to:   This e-mail address is being protected from spambots. You need JavaScript enabled to view it

TEAM MANAGER CUSTOMER CONTACT CENTER – HIGH POINT, NC

High end retailer is seeking an experienced Team Manager for their Customer Contact Center in High Point, NC. Ideal candidate will be someone who has managed in a "high touch customer service environment" with a focus on quality Customer Service. Will be responsible for monitoring, coaching, day to day management of the business and developing associates to achieve department metrics and ensure that legendary customer service is maintained at all times.

Must have at least 3+ years of proven experience as a Team Manager or Supervisor in leading the daily operations in an incoming Customer Service Contact Center. Demonstrated experience in the business processes and procedures associated with e-commerce and multi-channel customer access channels. Experience with luxury, fashion, apparel industries preferred. Must have at least a Bachelor's Degree.

COMPENSATION: Up to $75K Base + Bonus Potential

Please email resume in a Word attachment to: This e-mail address is being protected from spambots. You need JavaScript enabled to view it

TELESALES MANAGEMENT – HARTFORD, CT

We are seeking an experienced Director of Inside Sales to manage a team of inside sales reps selling energy resources to consumers.  Ideal candidate will have the proven experience in developing an Inside Sales organization; must have the ability to develop metrics, processes, reporting structure and build a scalable operation.  Will also have the ability to Manage an Inside Sales organization inclusive of telesales and must be able to coach & motivate a team in a positive manner.

Must have at least 5+ years of experience managing an Inside Sales Department including Telesales Management experience within a call center environment.  Candidate must be Energetic, Mature and Flexible.  Must have at least a Bachelor’s Degree.

COMPENSATION:  Up to $90K Base + Bonus Potential

Please email resume in a Word attachment to:   This e-mail address is being protected from spambots. You need JavaScript enabled to view it