Job Openings

The Call Center Group has the following opportunities available:

DIRECTOR OF CUSTOMER SERVICE

Industry leading and rapidly expanding organization is in need of an experienced DIRECTOR OF CUSTOMER SERVICE for their call center in the Wichita, KS area.  Individual will be a call center professional who knows how to establish better training, processes, procedures and accountabilities for the call center staff.  Will have the ability to take the organization to the next level in terms of operations & call center management that will make certain managers, supervisors and reps are properly trained on the right skills.  Additional background in Workforce Management/Forecasting & Scheduling is also needed to ensure the right technology and software is being utilized.  
 
5+ years of Call Center Customer Service Management & Operations experience is a must.  Any experience in the Retail, E-Commerce, Logistics, Order Entry, Order Fulfillment, and Shipping etc… space is a huge plus!    Also, any prior experience dispatching a nationwide remote workforce is preferred.  Must be a hands on leader with strength in hiring, training and ongoing management of staff.  Must be able to multi-task in a fast paced environment; must have strong analytical and customer service skills, excellent communication skills and be an out of the box thinker.  A Bachelor’s Degree is preferred but qualifying experience will be taken into consideration.  
 
COMPENSATION:  $80K - $110K Base Plus Bonus Potential & Some Relo Experience
 
Qualified & Interested applicants email your resume in a Word attachment to: This email address is being protected from spambots. You need JavaScript enabled to view it.

DIRECTOR OF UNDERWRITING OPERATIONS - DALLAS, TX

Our client is one of the most respected P&C companies in the insurance industry and they are seeking a Director of Underwriting Operations to be located in Dallas, TX.  This role will lead service delivery through contact center underwriting and processing operations for personal line auto and home as well as cost effective service to independent agents, policyholders and others.  Ideal candidate must have deep dive Underwriting knowledge and understand all facets of Contact Center management.  Must be an Innovative/critical thinker that is not afraid to roll up their sleeves and recreate the underwriting business through automation and increased business discipline.
 
Will have at least 10+ years of experience in an Insurance Operations Leadership role; preferably in Contact Center Operations as well as experience in personal lines insurance, primarily in the areas of underwriting, product, processing and customer service.  Will also possess proven leadership skills and strong team management experience, have strong communication skills – both written & verbal, will have solid analytical & strategic skills and be a critical thinker with innovative problem-solving skills.  Will have at least a Bachelor’s Degree and the ability to travel some.  
 
COMPENSATION:   Up to $150K Base Commensurate with Experience, Plus Bonus and Full Relocation

Qualified & Interested applicants email your resume in a Word attachment to: This email address is being protected from spambots. You need JavaScript enabled to view it.

CALL CENTER DIRECTOR OF WORKFORCE MANAGEMENT - EL PASO, TX

Our client, a Growing, Highly Successful & Respected organization in their industry is seeking an experienced CALL CENTER WORKFORCE DIRECTOR  to help take their company to the next level in  El Paso, TX.  We are seeking an experienced Workforce Professional with solid skills who can optimize  customer experience and workforce through Forecasting, Budgeting, Workforce Scheduling & Management, Reporting and Analysis, Technology Solutions and Quantitative/Qualitative Analysis.  We need a person who can design the forecasting model on how to utilize the analytics and how to identify deficiencies.  The ability to create custom reporting is very important and essential to the job! 
 
Must have at least 10+ years of experience in managing the Workforce Management function in a Call Center Operations & Customer Service environment, to include forecasting, technical experience and demonstrated advanced statistics analysis ability required.  Will possess strong people-person management & engagement skills as well as being a good leader and mentor of staff with excellent collaborative and communication skills.  Will also have strong analytical, strategic and tactical skills; solid problem solving skills; excellent organizational skills and must be detail oriented and a critical thinker. Will have advanced MS Excel expertise including deep VBA development experience as well as advanced experience with MS Access; experience with Mini-Tab or similar; experience with SAS preferred and expertise with Verint 15.1 and expertise with Avaya CMS 16.3 is preferred.  Will have at a Bachelor’s Degree or equivalent work experience.    
 
COMPENSATION: Base Salary up to $110K  Based on Experience Plus Bonus Potential  and Relocation Assistance on a case by case basis
 
Qualified & Interested applicants email your resume in a Word attachment to: This email address is being protected from spambots. You need JavaScript enabled to view it.
 
 
 

CALL CENTER BPO VENDOR/PARTNER MANAGER - AUSTIN, TX

Up & coming and growing Industry Leading Call Center client has an immediate opening for a CALL CENTER BPO VENDOR/PARTNER MANAGER in Austin, TX.  This role will fill a need within the operating business unit in the company as a Partner Manager Specialist working with associates to help manage performance and day-to-day delivery by service teams for outsourced solutions to customers..   This is a Vendor Manager role over a few call centers in multiple locations both in the US and abroad.  Ideal candidate will have experience helping to manage remote teams to ensure continuous and effective services are provided within budget and in accordance with contract requirements and SLA’s.  The role requires that management of BPO’s and establishing service levels and metrics and managing the managers at each location with some travel.
 
Must have at least 5+ years of Call Center BPO management experience developing and managing relationships.  Will provide daily care to global team, including check-ins, monitoring of sales and service performance, reviewing content of email support responses, and escalation and problem resolution.  Will have strong administrative and organizational skills; excellent communications skills; proven ability to coach for development and teach coaching skills; proven ability to develop and motivate staff; be flexible and adaptable to change; excellent problem solving, and team building skills; and strong analytical skills including the ability to analyze data/reports.  Any experience with the Sandler Sales Process, SalesForce or similar processes is preferred and a huge plus!  Some travel may be required.  A Bachelor’s Degree is preferred.  
 
COMPENSATION:  Up to $100K Base Commensurate with experience Plus Bonus Potential  
 
Qualified & Interested applicants email your resume in a Word attachment to: This email address is being protected from spambots. You need JavaScript enabled to view it.
 

TRAINING MANAGER - HR GENERALIST - CALL CENTER - LOUISIANA

40-year old and Highly Successful client is seeking an experienced TRAINING MANAGER – HR GENERALIST -  CALL CENTER  to help take the Training and Development function to the next level.  The position is located three hours from Houston with paid relocation by the company.  This is a newly created position and we are seeking a candidate who has experience as a Training & Development expert with some HR Generalist  background in Training & Development, Recruiting and especially in Implementing a Talent Management System and/or Learning Management System. This role will function at a strategic level in formulating what training & development should look like in the future and make it scalable to support continuous growth.  Individual in this role will plan, conduct, coordinate and implement comprehensive training & development for all staff including new and existing agents.  Must have the ability to map out and execute training plans, assess training needs, organize, develop and source training programs, develop additional training curriculum & training manuals, conduct effective induction & orientation sessions, track, evaluate and report training results.  Individual will be versatile and someone who enjoys being involved in cross-function projects involving interaction with executives from multiple parts of the business. 

Must have at least 5+ years of experience managing the Training & Development function in a Call Center environment with some HR Generalist expertise.  Must have the ability to work with complex information; excellent communication skills – both written & verbal; solid planning & organizational skills; strong interpersonal skills. Must have the ability to motivate, teach & inspire. Excellent presentation skills and good computer & database skills.  Candidate will also have experience with Contact Center Telephony (from a training standpoint), preferably Avaya; experience with Salesforce, Netsuite or other cloud CRM; experience with Oracle; experience with Contact Center Quality Assurance & Training and any prior use of Learning Management Systems platforms.  Any prior experience in a HR Generalist role would be helpful but not required.  Will have at least a Bachelor’s Degree.

COMPENSATION:             Salary $70K-$80K Base - Commensurate with background and experience with paid relocation assistance 

Qualified & Interested applicants email your resume in a Word attachment to: This email address is being protected from spambots. You need JavaScript enabled to view it.

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