Job Openings

The Call Center Group has the following opportunities available:

CONTACT CENTER EXECUTIVE DIRECTOR - DC AREA

Nationally acclaimed organization is expanding and is in need of an EXECUTIVE DIRECTOR for their Contact Center. We are seeking a well-educated, high-energy executive who is driven to lead world-class customer service and support for this well established and growing company. You should come from an environment where you have been focused on staff development, mentoring, performance management and in maintaining and inspiring an energetic and inclusive environment. This is not a start-up but a start-up mentality is an asset as, with the growth they are experiencing, they need an executive who can establish better processes and procedures that will be scalable to support sustained growth. They are a metrics driven environment but one that highly values its people as well. You should have a mix of three key skillsets: Strategic, Analytical and Tactical and enjoy a Hands-On approach to Leadership.  LOCAL CANDIDATES ARE ENCOURAGED TO APPLY!

COMPENSATION:  $140K - $175K Base Compensation

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 MANAGER - CUSTOMER SUPPORT - DETROIT AREA

Our client, which is an Industry Leader and one of the Largest E-Commerce Retailers of their products and supplies in the country, is seeking an experienced and proven CALL CENTER MANAGER – CUSTOMER SUPPORT  for their Detroit area center.  Candidate will be responsible for leading the Vending Support Center team in the development of operational customer service & support models as well as the growth of key operational strategies, processes/procedures, tools and functions, preferably in a B2B environment. In addition, this position is responsible for operational financial planning, performance measurement and problem solving methodologies to support and ensure the department is operating at the optimum level.

 

REQUIREMENTS/SKILLS:

  • Strong People Management skills.
  • Experience in the coaching and development of supervisors and staff.
  • Establishing better accountabilities within the Call Center.
  • Change Management Experience is a MUST
  • Prefer candidates come from a B2B background or a mix of B2B and B2C.
  • Prefer person coming from larger size company who can bring new ideas, methods and processes.
  • Good Analytical Skills for analyzing reports and using them as tools for identifying areas that can be improved. This is a metrics driven environment.
  • Polished personality who can deal with Senior Executives in IT and other areas of the business.
  • Strategic Thinker but with a Hands-On style of Leadership.
  • Proven experience in implementing Process Improvements initiated in past positions that added value to their company.
  • Bachelor’s Degree is a MUST, no exceptions.
  • 5+ years of Customer Service – Call Center Operations Management experience managing Reps and Supervisors.

 

COMPENSATION: $85K to $110K Base Salary Plus Bonus Potential + Relo 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.

SENIOR MANAGER - CHICAGOLAND

Our client is a growing and flourishing company that is in need of a Call Center Customer Service & Outbound Program Professional for a SENIOR MANAGER role to be located in the Chicagoland area.  They are a well-established online Retailer/E-commerce provider of products sold to the consumer market. This position will manage a team Phone Representatives that provide Customer Service, Order Taking, Inbound and Outbound Sales to their customers.  To qualify, you must have the ability to take the center to the next level!  The center now is primarily an order taking and customer service center that needs to also transition into more of a sales center as well.  We are seeking a candidate who takes great pride in the caliber of service they and their staff provide and who is capable of utilizing data to help find ways of constantly improving service quality and process.

REQUIREMENTS/SKILLS:

  • B2C Experience in an On-line / E-commerce or Catalogue Call Center consumer products environment would be ideal.
  • Verifiable success in conversion rates.
  • Any Call Center background where leading both Inbound and Outbound Telesales has been a part of their role with a soft sell approach such as a ‘Win Back Program’.
  • Being an Auto Enthusiast would be a plus but not a requirement.
  • Experienced in Process & Methods Improvement.
  • Must have a Motivational & Energetic Leadership Style
  • Will have previous involvement in the attraction, interviewing, hiring & mentoring of talent for the Call Center.
  • Solid Strategic, Analytical & Tactical Skills
  • Definitely must have a Customer Service Leadership background, and any Outbound Program Development and Leadership experience a big plus.
  • Good basic understanding of Call Center tech and telephony (from a user standpoint).

You must have 4+ years of proven leadership experience in a B2C Customer Service/Sales Call Center E-Commerce consumer products background.  

COMPENSATION: Up to 90K ++ & Some Relo 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 CONSUMER SALES MANAGER - BATON ROUGE AREA

Solid & growing organization has an immediate opening for an experienced CALL CENTER CONSUMER SALES MANAGER located in the Baton Rouge area. Individual will be responsible for a team of up to 10 individuals and the center will be growing in the near future.  This is a newly created job for a person who can manage the existing team and who can develop scalable processes, procedures, training, etc. to support the growth. Candidates must come from a call center background where leading both Inbound and Outbound Telesales has been a part of their role with a soft sell approach such as a ‘Win Back Program’. Individual will have previous Sales, Telesales and Customer Service Management Experience and will focus on building and maintaining a highly motivated and sales results oriented team.  Will also work to help create an inside sales culture, increase sales revenues, brand awareness and market share.  Manager will work with the Marketing team to work on pricing, product and promotions.  Will also maintain and improve call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans.  Must also have a solid background in Call Center Metrics, KPI’s, Analytics and Reporting.  Will also assist with the development of daily, weekly & monthly sales activity reports and maintain accurate records of all sales activity.  The candidate will also be involved in the growth and hiring of new call center reps.  High energy and a passion for the work is key to setting the pace for the call center.

REQUIREMENTS:

  • 8+ years of Call Center Management and Telesales Leadership experience.
  • Experience in managing an Inbound & Outbound Telesales Call Center.
  • An employee centric leadership style.
  • Focus on customer service and quality in a sales environment.
  • Solid background in metrics and process improvement.
  • Basic knowledge of call center technology & telephony.
  • A Bachelor’s Degree is preferred but not required if the work experience is solid.
  • Must be able to pass a full background check.
  • LOCAL CANDIDATES ARE ENCOURAGED TO APPLY

COMPENSATION:       $70K - $90K Base Commensurate with Experience + Bonus Potential 

Relo 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.

Genesys Solutions Development Leader – Voice Systems - Upper Midwest

Our client is a well-established company with a strong history of growth over the past 70 + years and is a respected leader in their field.  Everything they do is focused on providing the highest level of service to their customers via voice, chat, e-mail and additional multimedia methods.

This new position will be the lead role in system development and programming for the Genesys platform, serving as the Subject Matter Expert over the Solutions Developers. Major focus on collaboration with leaders throughout the company to identify and to lead the deployment of programming and process improvements.  The position will be located in the Upper Midwest.

QUALIFICATIONS / REQUIREMENTS:

  • Bachelor’s Degree or direct and applicable work experience
  • Minimum 5-8 years of experience to include the following:
    • Broad knowledge of the suite of Genesys products (Version 8.x+)
    • Experience with high availability call center technology products including IVR, telephony and call routing platforms
    • Understanding of phone automation/screen pop software built via platform software development kit (SDK)
    • Systems monitoring/automation of monitoring
    • Text to speech synthesis products
    • Understanding of general telecommunications and computer telephony integration (CTI)
    • Large scale voice system deployments
  • Thorough knowledge of programming concepts, procedures and practices
  • Experiencing consulting with stakeholders to understand needs with the intention of providing advice and counsel.

ADDITIONAL SKILLS / EXPERIENCE THAT WOULD BE DESIRABLE:

  • Experience with designing technical architecture, network administration/design
  • Genesys Version 8.x+
    • Voice Portal
    • Proactive Notification
    • eServices suite
    • Framework / CIM
    • Infomart
    • Communication Manager
    • Mobile Engagement
    • SIP Server
  • Genesys Version 8.x
    • Outbound Suite
  • Siemens PBX/ACD
  • Nuance Real Speak TTS and Nuance Recognizer 10
  • Virtual Hold Technology
  • Experienced with on-site Genesys utilization, but any experience in migration to Cloud-Based would be a huge plus 

  • This position will be responsible for leading System Development and Programming for highly complex programs. Coordinate the preparation, coding, testing, and debugging of complex programs including the analysis and development of work flows. 

  • Implementation of innovative and cost-effective business solutions for multiple applications and systems, utilizing information technology, business and industry trends. 

  • Provide training, mentoring and guidance to programmers. Possesses advanced knowledge of several programming languages, including current complex languages.

  • Analyze, develop, test, implement, document and maintain software and systems that meet the company’s evolving business needs. 

  • Provide production support for complex research and root cause. 

  • Participate in project proposals, estimates and proof-of-concept activities as needed.

  • Participate in industry/knowledge reference groups and organizational IT related review groups relative to position. Provide direction for enterprise standards. Conduct code reviews and monitor standard adherence.

COMPENSATION:  $110K - $125K Base + Bonus Plus 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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