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Current Job Openings:
CALL CENTER SITE
DIRECTOR - DANVILLE, VA:
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.
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.
COMPENSATION: $90- $105K Base + Bonus + Relo Assistance Please forward resume in a Word attachment to: vsaunders@thecallcentergroup.com DIRECTOR OF RESOURCE PLANNING & MANAGEMENT - TULSA, OK 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
SITE DIRECTOR - ONTARIO, CANADA 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.
CUSTOMER SERVICE MANAGER - MEMPHIS, TN 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. COMPENSATION: $50K - $60K Base + Bonus Please email resume in a Word attachment to: vsaunders@thecallcentergroup.com
FORECASTING MANAGER & SCHEDULING MANAGER - NEWARK, NJ 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 + B onusPlease email resume in a Word attachment to: vsaunders@thecallcentergroup.com
GLOBAL SCHEDULER & ANALYST POSITIONS - FRAMINGHAM, MA We have available a Global Scheduler and Analyst position for a call center located in the Framingham, MA area. The Global Scheduler will support global forecasting and scheduling for the Customer Service call center associates. Will also create global staffing requirements and intraday call volume forecasts; update global call/contact historical patterns to improve the accuracy of volume forecasts; act as the in-house expert on Aspect e WFM scheduling software system. Ideal candidate with have 3-5 years of prior experience within a workforce planning environment. Must have strong PC skills, proven analytical skills in a call center environment, previous experience working and communicating with various levels of management; knowledge of Call Center Reporting Systems (CMS); proven experience using Workforce Management software - Aspect eWFM. Must have at least a Bachelor's degree. GLOBAL SCHEDULER COMPENSATION - Up to $68K + Benefits
The Routing Analyst will be responsible for overseeing the creation and maintenance of global staffing requirements and staff scheduling needs for the customer service department to ensure that service levels and payroll objectives are being met. Ideal candidate will have at least 3-5 years of prior experience with contact center forecasting and analysis utilizing eWFM, TCS, IEX, Blue Pumpkin or other related software. Must be highly organized and detail oriented with demonstrated organizational, analytical and trouble shooting skills. Must be self-motivated, a multitask oriented team member with the ability to self manage tasks in a timely manner.ROUTING ANALYST COMPENSATION- Up to $78K + Bonus Please email resume to in a Word attachment to: vsaunders@thecallcentergroup.com
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For more information about these positions, please contact us at:
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