The Call Center Group - Current job postings

We are seeking an experienced Call Center Site Director to plan, direct, and control the total operational and administrative functions of a call center that provides customer care per client contract(s) requirements for our Danville, VA center. The incumbent will lead the workforce which influences the profitability of the call center by performing the following duties personally and through subordinate managers and/or supervisors. Ideal candidate will be a leader who will set the strategy, run the operation and be one of the key people in maintaining the key client relationships. An individual with solid third-party, multi-client call center directorship experience is preferred; will also consider candidates with solid first-party, high quality call center experience who can bring a fresh approach to customer service and quality, but who can also manage the bottom line and profitability of the center.

RESPONSIBILITIES:

Directs center operations to ensure service levels are met for each contract.

Determines, tracks, and measures performance against objectives and goals based on client philosophies, volume forecasts, etc. and develop/maintain client policies and procedures to assure a quality service to their customers.

Evaluates and approves center hiring plans to ensure proper staffing and scheduling based upon call volumes, talk time, absenteeism and attrition forecasts 60-90 days out.

Directs Center operations to insure quality levels are met for each aspect of all contracts.

Ensures maximum profitability is achieved while meeting contractual services requirements by developing and managing an operating budget (including justifying expense variances).

Site Director will manages 5-7 subordinate managers who are responsible for a total of 600 employees in the contact center. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

Ideal candidate will have at least 8-10 years of prior experience in management of a customer service based call center. Prefer someone with solid third-party multi-client call center directorship experience. We are looking for a leader to set the strategy, run the operation and be one of the key people in maintaining the key client relationships. Must have at least a Bachelor's Degree.

COMPENSATION: $90- $105K Base + Bonus + Relo Assistance

Please forward resume in a Word attachment to: vsaunders@thecallcentergroup.com

We are seeking an experienced Director of Resource Planning & Management for our Tulsa, OK center. Candidate will be responsible for ensuring an efficient operation by effectively forecasting resource requirements, overseeing resource utilization and call flows across a multi-site operation through the use of resource planning systems and process engineering.

Ideal candidate will have at least 5+ years of management experience in a multi-site contact center environment as well as prior workforce planning, scheduling and tracking experience. Must be an expert and hands on leader in staff planning, forecasting and scheduling in IEX. Must have strategic thinking and analytical skills, be detail oriented, have strong communication skills and the ability to interface at all levels of management. Experience with Centerbridge and Avaya desired. Must also have at least a Bachelors Degree.

COMPENSATION: $90K - $110K + Plus Bonus + Relo Assistance

Please email resume in Word attachment to: vsaunders@thecallcentergroup.com

We are seeking an experienced Call Center Site Director for our Toronto center. Site Director will be responsible for the overall operation of the site and will work to meet or exceed company goals by effectively managing the activities of the center and programs; developing strategies to address real-time issues and recommending process improvements that creates value to the organization. Will also be responsible for maximizing quality customer service and revenue.

Ideal candidate will have at least 8+ years of prior Site Director experience in the call center industry and have managed a site with a minimum of 500 seats or more. Individual will be a hands-on, roll up your sleeves leader and have the ability to think strategically in a fast-moving environment in order to provide world class customer service. Must have at least a Bachelors Degree.

COMPENSATION: $80K - $100K + Bonus

Please email resume in a Word attachment to: vsaunders@thecallcentergroup.com

We are seeking an experienced Customer Service Manager for our Memphis Call Center. Customer Service Manager will be responsible for overseeing a staff of customer service representatives and supervisors to ensure that customer correspondence & calls are handled in a professional and timely manner. Will also be responsible for maintaining customer service staffing levels seasonally to support fluctuation in call volume while maintaining a 90-95% answer rate.

Ideal candidate will have at least 5-8 years of prior call center customer service management experience and must have the ability to motivate and develop supervisors and reps. Must also have proven analytical skills and problem solving skills; must be detailed oriented and have solid organization & time management skills; must be flexible and have the ability to work independently; must demonstrate basic knowledge of forecasting/staffing techniques and statistical analysis to help check workforce management accuracy. Must have at least a Bachelor's Degree. LOCAL CANDIDATES ARE ENCOURAGED TO APPLY.

We currently have openings for a Forecasting Manager and a Scheduling Manager for our Newark, NJ area telecom center. We are seeking someone who has experience (at least 3 years) in working with Aspect (eWFM)as a scheduling system; someone with a minimum of 5 years of experience in Workforce Management and at least 3 years of Call Center Management experience. Ideal candidate will have prior experience in working in a multi-site call center operation with at least 1500 agents; experience with call center operations using outsourced vendors; experience with Genesys intelligent routing preferred and experience with skills-based routing strongly preferred.

Must posses strong analytical skills; in-depth understanding of call center metrics; highly proficient with Excel and must have excellent written & verbal communication skills. Must have at least a Bachelor's Degree.

COMPENSATION: $72K - $84K Base + Bonus

Please email resume in a Word attachment to: vsaunders@thecallcentergroup.com