At-home
Agents:
Job Description: Serves
customers by taking telephone and e-mail orders; providing
accurate information and answering questions on related products
and services. Home based agent is a team player with a great
attitude and the ability to multi-task in a fast paced environment.
Responsibilities:
-
Strong communication and time management
skills
-
Flexible hours, day and evening shifts
available.
-
Be self employed, be your own boss
and Work in the comfort of your own home!
-
Set your own hours to work around
your schedule — hours vary by project
-
Flexibility to change your hours daily
-
No commute/no drive to work
-
Wear what you want — no dress
code or dry cleaning bills
Additional Duties:
-
Takes orders by accurately obtaining
and verifying customer information and entering order
into database; maintains call center database
-
Fulfills requests by clarifying desired
information; completing transactions; forwarding requests.
-
Sells additional services by recognizing
opportunities to up-sell accounts; explaining new features2
years of customer service within a call center environment
preferred but not required
-
Knowledge of Word, Excel and Outlook
preferred.
-
Home DSL Internet connection, personal
computer and fax required.
National
Director of Call Center Operations:
Job Description: The Director of Operations
will be responsible for the overall strategy and direction
of 24/7 call center operations Nationwide to include planning
for and achieving long term objectives; the preparation
of all budgets; performance and motivation of staff and
staffing analysis; and the development of cost saving strategies
to ensure the daily efficiency of all overall call center
operations.
Job duties:
- Must possess a minimum of five (5) to ten (10) years
of Inbound and Outbound management experience.
- Must be very strong in all elements of the Call Center
– Inbound Customer Service, Inbound Sales, Outbound
Business to Business Sales, Outbound Business to Consumer
Sales and upselling.
- Responsible for the day to day operations of the Contact
Centers Nationwide.
- Assumes full P&L responsibility ensuring attainment
of call center revenue and cost budgets.
- Proven track record of high performance with progressive
call center management experience within a fast-paced,
customer service environment is required
- Ability to successfully direct inbound and outbound
service and sales functions is required.
- Must be familiar with call center technology, telephone
networks and IVR systems.
- Strong commitment to customer service with expertise
in successfully resolving difficult customer situations
on a consistent basis desired.
- Assists in development of established script and call-handling
strategies.
- Supervises staff training, motivational, coaching and
incentive programs, and adherence to SCM corporate personnel
policies, procedures and standards.
- Manages to the bottom line and maximizes call production
hours.
- Meets and exceeds Gross Margins and Operating Incomes
as established by Secure Call Management Inc.
- Oversees staff and agent productivity and quota levels
to identify strengths and improve on weaknesses or replicate
successes.
- Monitors equipment performance and reports the need
for new equipment.
- Bachelor’s degree required.
- Bilingual English & Spanish A MUST
- 20% initial travel nationwide. Potential increase to
50% travel.
- Salary commensurate with experience.
Additional responsibilities:
-
To include interviewing, hiring, and
training employees; planning, assigning, and directing
work; appraising performance; rewarding and disciplining
employees; addressing complaints and resolving problems.
-
Coordinates the execution of administrative
work to support staff and other sales-related departments,
such as order processing and distribution.
-
Trains staff in cross-selling and
product knowledge, and monitors effectiveness.
-
Assists in List Segmentation, List
Mining and List Calling options.
Sales
Representatives:
Job Description: As a sales representative
for SCM, your primary responsibility is to target new business
opportunity and increase our client and consumer base.
Responsibilities:
-
At least 2 years of outside sales
experience selling business to business.
-
Enthusiastic, experienced representative
with a strong sales track record selling services to corporate
decision makers.
-
Outgoing personality to cold call
on prospective new business.
-
Ability to expand relationships and
build quality, multi-level relationships consistent with
the SCM “strategic selling” concept.
-
Understanding of competitive strategies,
strengths and customers.
-
Demonstrates strong PC and presentations
skills (Word, Excel, PowerPoint).
-
College degree preferred but not required.
- Quarterly and year-end incentive plans
Shift/Call
Center Managers:
Job Description: Using your masterful background
of hands-on coaching, training, motivating, & developing
call center personnel, help us expand our client base as a
Shift Manager!! The SM is responsible for the daily operations
& productivity of the Call Center, managing inbound &
outbound calling objectives and internal call center personnel
Responsibilities:
-
At least 2 years experience in Sales
and Sales Management or Supervisory Experience
-
Maintains high outbound call volumes,
daily reporting of any issues, and supervises all telesales
personnel on their shift.
-
Detail oriented, hands on manager
who is not afraid to get in the trenches to help their
team attain monthly, quarterly and annual goals
-
Through leadership and motivation,
your primary emphasis is on helping the individuals, team
and the company to achieve defined sales quotas
-
The shift Manager will utilize their
superlative communication & interpersonal skills,
leadership & organizational mastery, strong problem-solving
abilities, and professional work ethics to increase customer
satisfaction and motivate staff.
-
Controls “team” activity
on each shift.
-
Must be comfortable communicating
with all levels of associates.
- College degree preferred
Quality Assurance Specialists:
Job Description: The
ideal candidate will have proven experience and working knowledge
of all aspectss of Quality Assurance processes in the call
center Industry
Responsibilities:
-
Prior experience in monitoring, coaching
and feedback of telephone specialists' performance, including
quality monitoring and productivity based on SCM reports
-
Planning, coordinating, executing
and managing concurrent reviews to ensure the adequacy
of policy, procedures, internal controls and minimizing
business risks in the SCM call centers.
-
Reviewing the efficiency and effectiveness
of department operations within the US call centers and
making recommendations for improvements to management.
On all engagements, providing leadership, supervision
and staff training on corporate compliant QA
-
Preparing written QA reports identifying
weaknesses in controls, procedures or operations including
recommendations to management to correct any deficiencies
noted
-
Hiring, training, and managing additional
QA personnel as necessary to meet the organization's growing
need for QA services.
-
Automating any portion of the testing
and validation process as necessary or appropriate by
developing and implementing automated test scripts.
-
Promoting good customer relations
through resolving service issues timely and effectively
with both in-house associates and customer direct interaction
in a professional manner. Monitoring the quality of service
that is being provided to our customers by maintaining
and reviewing quality assurance reporting
-
Bachelors degree required, preferably
in the technical arena.
Account Supervisors:
Job Description: Your
primary responsibility as an Account Supervisor is to interact
with the client and provide excellent customer service. You
will be the initial “point of contact” for a set
number of accounts encompassing various products, services
and industries.
Responsibilities:
-
Receives customer complaints and notifications
of problems; determines nature of problem and gives information
or dispatches to appropriate department; processes new
service applications and a variety of customer account
documents and records
-
Functions as informational source
of client's business for all team members.
-
Demonstrates good business sense with
regard to defining key strategic issues and their impact
on client/call center objectives.
-
Answers incoming calls from customers,
as needed, in a professional, courteous, and efficient
manner.
-
Responds to all client inquiries
in a timely manner and prepares monthly client reports
- Plans, develops, implements, documents, and maintains
all policies and procedures in relation to each of the individual
customer’s needs.
- Interfaces with customers on their special projects, coordinates
with operations managers, determining pricing, project requirements,
establishing deadlines, putting the project into production,
following up and invoicing customers
- Follow-up with customer service supervisors, lead people,
and representatives throughout the course of each business
day to ensure that the department is operating as required
with regards to inventory control, customer communication,
and paper work processing.
- Bachelor’s degree preferred
Human Resources:
Job Description: You will be responsible
for handling employee benefits and questions, recruiting,
interviewing, and hiring new personnel in accordance with
policies and requirements that have been established in conjunction
with top management and Secure Call Management.
Responsibilities:
-
Bachelor's degree in Business Administration,
HR Management, related field or equivalent work experience
-
Minimum of two years of Human Resources
experience required, with an emphasis in employee relations
ranging from entry level employees to supervisory level.
-
provides training opportunities and
conduct in-services to enhance skills and boost employee
satisfaction
-
develops and coordinates personnel
programs, policy and procedure.
-
Adapts quickly to changes; Effectively
prioritizes multiple demands
-
Experience with compliance management,
alternate dispute resolution practices, training principles,
compensation administration and other HR generalist knowledge
domains.
-
Conducts call quality feedback and
coaching sessions with call center and corporate employees
-
Facilitates continued development
and promotion of associates by hiring, firing, establishing
goals, providing one-on-one coaching as situations arise,
completing ninety-day and annual reviews timely, encouraging
individual growth towards confident and independent work
habits.
Agent Trainers:
Job Description: As a training development
specialist, you will be responsible for our multi-media, web-based,
at home and call center agent training programs. You will
provide on-going internal agent support and assist in the
development of new training material and manuals
Responsibilities:
-
Minimum one year lead or supervisory
experience preferred
-
Telemarketing experience, preferably
in the call center industry
-
Identifies and executes SCM training
requirements
-
Tracks agent skill profiles
-
Monitors and coaches agents and develops
ongoing training materials to improve overall agent performance.
-
Interviews new potential at home
and call center based candidates
-
Supervises training clerks
-
Bachelor’s degree in Communications
preferred.
Script Development:
Job Description: As a script writer and
developer, you will work in conjunction with the account supervisors
and clients to ensure adequate depiction and copy for client’s
products and services. The SD will act as a go-between for
clients and agents, modifying and updating pertinent changes
in scripting to ensure accurate product promotion to customers
and clients.
Responsibilities:
-
Experience with marketing and advertising
copywriting
-
The ability to effectively interview
clients on their products is integral to this position.
-
Must have a command for the English
language and possess outstanding feature writing skills.
Position requires strong customer service skills and frequent
client interaction.
-
Assists the “client” in
creating copy and an effective message for agents to market
to aggressively sell their products and services.
-
Excellent verbal and written communication
skills
IT Managers:
Job Description: Responsible for managing
day-to-day site-level activities, training and providing leadership
of assigned staff in providing quality technical services
(e.g., database administration, network services, system administration,
etc.) which meet end-user needs while adhering to department
and Company policies, procedures, and methodologies; provide
leadership and direction on all assigned technical projects
ensuring follow through from beginning to end within established
deadlines on site-level projects, upgrades, and implementations.
Responsibilities:
-
Bachelor’s degree in Computer
Science, MIS, Management, related field, or equivalent
work experience
-
Minimum four years experience in computer
science or MIS - to include two years network experience
-
Minimum two years supervisory experience
-
Project management experience preferred
-
Experience with working in/managing
Network Operations Center/Command Center
-
Familiarity with systems monitoring
tools
-
Knowledge of UNIX and Windows OS,
HTML
Programmers:
Job Description: Responsible for assisting
with identifying requirements for proposed programs and program
enhancements in order to create design specifications, accurately
developing, testing, and implementing code based on the requirements
and specifications while adhering to established deadlines,
policies, and procedures.
Responsibilities:
-
Either an Associates degree in Computer
Science, MIS, related field, Programming Certificate,
or equivalent work experience required-bachelors preferred.
-
Minimum one year increasingly responsible
programming experience using a standard coding language
and/or platform required-Advanced work in pursuit of a
Bachelors degree can be substituted for one year of programming
experience
-
One year experience writing program
designs for small projects preferred
-
Knowledge of Unix, and C/C++ required
-
Experience with Perl, TCL and Web
preferred
-
Knowledge of a suite of office software
packages
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