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Team Leader - Complaints - Lichfield
Douglas JacksonLichfield
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Job Ref: DJRL1043

Job Role: Team Leader - Complaints

Location: Nottingham, Nottinghamshire, East Midlands, Midlands

Job Type: Permanent

Salary: c £27,000 + Benefits

A market leading financial services company are looking for an experienced Team Leader to join their leading contact centre. The successful candidate will be really focused on leadership and developing their team to engage them and promote a customer first attitude.

You will report into the Operations Manager and will be responsible for up to 15 Advisors. The aim of the role is to develop and empower teams to deliver an excellent customer journey to their customers every time, ensuring first contact resolution where possible, addressing the primary reason for the customer contact using all their skills and knowledge.  Leading, coaching and engaging their teams in achieving their performance metrics and balancing the sales and service focus of each team member. This role will be part of their Complaints team so experience in Complaint handling is essential.

The successful candidate will:
  • Have experience of driving performance and challenging team members to deliver against objectives/targets.
  • Have experience of using positive reinforcement to ensure team members feel valued in their role.
  • Demonstrate and promote a ‘can do’ attitude to motivate and inspire others to achieve.
  • Have experience of managing people and associated ‘people’ processes.

In return the company will offer excellent opportunities to progress within the company and will support this with extensive management training / coaching. They offer a competitive salary and benefits package.

To apply for this position please forward a copy of your CV to: mail@douglas-jackson.com or visit us at: http://www.douglas-jackson.com. We will acknowledge receipt of your CV and if we are able to progress your application then a consultant will be back in touch with you to discuss your application and interest in more detail.

Follow us on Twitter @callcentrejobs1

Douglas Jackson are a specialist recruitment consultancy and executive search company, working to hire exceptional talent for Executive, Managerial and skilled practitioner level appointments. Working in partnership with customer focused organisations, we offer a professional, trusted and quality service, to identify, attract and hire talented professionals within Operations, Strategy, Customer Experience, Intelligence, Customer Insight, Sales, Customer Service, Resource Planning, Data, Analytics, Programmes, Change, Transformation, Digital, Contact Centre and Customer Contact.

Douglas Jackson are working as an Employment Agency in respect of this vacancy.

All applicants must be eligible to live and work in the UK and or territory/location specified. We will not be able to enter into any discussions or offer any assistance regarding sponsorship.
Jan 17, 2019
Team Manager - Junior Project Manager – Project Manager – Team Leader (12 Month Fixed Term) - Lichfield
Douglas JacksonLichfield
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Job Ref: DJJM1201

Job Title: Team Manager - Junior Project Manager – Project Manager – Team Leader (12 Month Fixed Term)

Location: Birmingham – Midlands

Salary: £25,000 – £30,000 plus bens

Job Type: Temporary

An opportunity for a Junior Project Manager or a Team Manager level individual looking to develop their career, the role is to work within a wider project team for a multi-channel, digitally aligned Customer, change and transformation project managing a number of different strands within a change and transformation project.

The Junior Project Manager will be able to bring passion, rigor and the ability to learn and develop their key skills within a scaling change and transformation project. Working within a regulated environment, but aiming to deliver a more individual, personalised service, which continues to set this brand apart from the competition.

As the Junior Project Manager within the customer service department, you will work with the Senior Project Managers as well as heads of department and other project specialists to identify and develop, a large-scale change and transformation project, driving the project whilst making sure that the project is running efficiently, on time and within budget.

You will take ownership and responsibility for certain criteria essential to the running of a change and transformation project, developing skills and taking on coaching from within the existing team to deliver a positive, engaging and efficient programme. Building for the future you and your team will be continuously enhancing your skills, experience and performance levels.

The ability to prioritise and set daily tasks, meet deadlines and manage a project against budget is essential, you will be heavily involved with stakeholders so stakeholder management and the ability to communicate with all streams within the business is a must.

Responsibilities:
  • To act as an authority in the particular topic or area.
  • Be responsible for sharing knowledge and information and communicating it  clearly and concisely to relevant stakeholders in order to contribute to the programme’s overall objectives / deliverables.
  • Highlight relevant information to stake holders in order to influence decision making within the programme team.
  • Ensure any issues identified regarding process and policy is escalated to the relevant people.
  • Take responsibility for deliverables by ensuring they are technically sound by utilising your expert knowledge.

If you are interested in applying for this position, you will need a proven track record in a customer operation within a contact centre environment at a Team Manager level. A passion to learn and develop Project Management skills, having experience of managing to deadline and budget to develop an improved customer service offering. Experience within a regulated environment will be a distinct advantage, however the ability to think differently, challenge the status quo and encouraging those around you to do the same will be key to this exciting role.

To apply for this position please forward a copy of your CV to: mail@douglas-jackson.com or visit us at: http://www.douglas-jackson.com. We will acknowledge receipt of your CV and if we are able to progress your application then a consultant will be back in touch with you to discuss your application and interest in more detail.

Follow us on Twitter @callcentrejobs1

Douglas Jackson are a specialist recruitment consultancy and executive search company, working to hire exceptional talent for Executive, Managerial and skilled practitioner level appointments. Working in partnership with customer focused organizations, we offer a professional, trusted and quality service, to identify, attract and hire talented professionals within Operations, Strategy, Customer Experience, Intelligence, Customer Insight, Sales, Service, Planning, Data, Programmes, Change Transformation, Digital and Customer Contact.

Douglas Jackson are working as an Employment Agency in respect of this vacancy.

All applicants must be eligible to live and work in the UK and or territory/location specified. We will not be able to enter into any discussions or offer any assistance regarding sponsorship.
Jan 17, 2019
Remote Artiva Healthcare System Developer -
Convergent
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Description



Convergent Revenue Cycle Management Inc.          

Artiva Healthcare System Developer

Full Time Position, Remote US

Convergent is seeking an Artiva Healthcare System Application Developer.

Reporting to the Manager of Development, the Artiva Healthcare Application Developer will function as a working developer/programmer position for Artiva Healthcare software responsible for creating functionality/process improvements, designing and introducing standardization of Client file in and file out processes. Developer ensures that development life cycle activities are consistent with approved standards and generally accepted best practices. 

Responsibilities:
Design full range technical solutions for interfaces between Client system and Artiva Healthcare Develop life cycle documentation.

Perform testing, troubleshooting, analysis, programming approaches, resolution of issues and develop a workable Knowledge, understanding and compliance with Federal, State and local laws and regulations associated with job Knowledge, understanding, and compliance with Convergent policies and Implement continuous improvement process providing feedback to management concerning possible problems and areas of Make recommendations to implement improved Perform other duties as Understanding of Healthcare Revenue Cycle a Plus 

Job Requirements:
Bachelor's degree in related field or equivalent developer/programmer work 3 plus years of programming/work related experience in Artiva Healthcare - Ontario Interactive scripting Pools, Work Queues and Workflow Automation File formatting, Complex Record Groups Deep See, Cubes and Reporting Management Experience in the healthcare revenue cycle Experience in developing and implementing software and Ability to work with geographically dispersed team Proficiency with MS Excel and Crystal Reports Strong oral/written communication Ability to be flexible with work hours and willingness to be on call when needed.

The above statements are intended to describe the general nature and level of work performed by people assigned to this job.  They are not intended to be an exhaustive list of all responsibilities, duties and requirements. 

Convergent is an Equal Opportunity Employer (EOE). Any employment offers are contingent upon successfully passing a Criminal Background Check and/or Drug Screen. 

 

Source: http://jobs.jobvite.com/convergent/job/odHd9fw0
Jan 14, 2019
Head of HR/Head of People - Lichfield
Douglas JacksonLichfield
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Job Ref: DJKG1261

Job Title: Head of HR/Head of People

Location: London

Salary: £50k to £80k (depending of experience) plus bonus and benefits

Employment Type: Permanent

This is a fantastic opportunity for an experienced Head or HR or Head of People to join a tech driven travel company.

This is a growing entrepreneurial organisation and due to the growth of the business they are now looking for a dedicated Head of HR or Head of People to join this energetic and vibrant environment.

As a Head of HR or Head of people you be responsible for all aspects of the HR operations and delivery of strategic objectives in a diverse and high growth company.

Some of your responsibility will be to:
  • Drive alignment between HR strategy and business goals
  • Continuous monitoring of HR polices and processes and implementing any changes
  • Manage complex employee relations
  • Administer the full payroll cycle
  • Participate in the implementation of projects and procedures

If you are interested in applying for this position, you will need to be a Head of HR or Head of People or be looking to step up to this level. Ideally CIPD qualified and a proven HR generalist with around 5 years’ experience with an online or tech company ideally.    

To apply for this position please forward a copy of your CV to us. We will acknowledge receipt of your CV and if we are able to progress your application then a consultant will be back in touch with you to discuss your application and interest in more detail.

Follow us on Twitter @callcentrejobs1

Douglas Jackson are a specialist recruitment consultancy and executive search company, working to hire exceptional talent for Executive, Managerial and skilled practitioner level appointments. Working in partnership with customer focused organisations, we offer a professional, trusted and quality service, to identify, attract and hire talented professionals within Operations, Strategy, Customer Experience, Intelligence, Customer Insight, Sales, Customer Service, Resource Planning, Data, Analytics, Programmes, Change, Transformation, Digital, Contact Centre and Customer Contact.

Douglas Jackson are working as an Employment Agency in respect of this vacancy.

All applicants must be eligible to live and work in the UK and or territory/location specified. We will not be able to enter into any discussions or offer any assistance regarding sponsorship.

 
Jan 14, 2019
Receptionist - Renton
ConvergentRenton
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Description


Come join our thriving team! Build Your Future Here!

Full-time with Benefits package available;
401K, Health, Vision, Dental!

Established more than 60 years ago, Convergent is one of America’s largest business process outsourcing, receivables management and outsourcing companies, with twelve operating centers across four time zones.

We are currently seeking ambitious, self-motivated, driven TEAM MEMEBERS for a challenging, intense and ever-evolving career in the collections arena.  This an opportunity to join an established team; immediately benefiting from the wealth of collective experience from our team while being supported by a strong and savvy, management team.

 Position Summary:

The Receptionist position is responsible for answering the telephones, greeting/signing in visitors and paging the Bookkeeping department with any walk-in payment. Also included are clerical support duties, as time permits.

Duties & Responsibilities:
  • Answer the telephones and transfer calls
  • Page the Bookkeeping department when a customer comes in to make a payment
  • Monitor and transfer calls from the voice mail
  • Greet visitors in a friendly and professional manner
  • Sign in and check ID for each visitor
  • Process mail returns and address changes
  • Other duties as assigned

Knowledge & Skills:
  • Minimum typing skill, 45 WPM
  • 10 key by touch
  • Good communication skills
  • Ability to cooperate and work well with others
  • Knowledge of FDCPA and company policies

Education & Experience: 
  • High school graduate or equivalent
  • Prior office experience, computer knowledge preferred

 

Source: http://jobs.jobvite.com/convergent/job/oYNb9fwP
Jan 14, 2019
Client Success Manager - Santa Monica
CallFireSanta Monica
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CSM Job Description


 

The Customer Success Team is EZ Texting's connection to the customer, communicating via phone and email to ensure that we exceed every customer�s expectations, and acting as an ambassador of all EZ Texting brands. The Customer Success Team is also responsible for taking a consultative approach to the customer relationship, educating them on the best way to utilize our solutions, and proactively identifying and closing revenue opportunities that provide additional value for our customers over time.

Your Responsibilities


  • Solution Oriented: Think independently and critically, to build more proven value faster for both the customer and EZ Texting.

  • Customer Training: Develop and maintain deep expertise of all EZ Texting branded products. Help customers plan and understand the best way to utilize our products based on the customer�s business needs or business plans.

  • Customer Retention: Engage with customers who have indicated a desire to cancel or downgrade their subscription, listen to their feedback, communicate the value of remaining a EZ Texting customer, and go the distance to create win/win solutions for them to remain on-board.

  • Adaptability: Adapt constantly to a rapidly changing environment, we're growing fast and we expect you to be able to keep up.

  • Results: Take ownership of your results by driving high-quality customer service resulting in meeting or exceeding the monthly goals and revenue metrics. Successful track record in meeting and exceeding goals in prior roles (preferably in an account management, sales, or in a revenue focused performance role).


Required Skills: 


  • Excellent educator

  • Strong work ethic

  • Highly degree of emotional intelligence

  • Great communicator

  • Proficient Microsoft Office Suite (Excel + PowerPoint)

  • Knowledge of customer success practices

  • Technical aptitude and ability to learn


Qualifications: 


  • Bachelor's degree, or relevant years of experience

  • Strong technical proficiency

  • Exceptional written and verbal communication

  • Strong analytical and critical reasoning skills

  • Ability to learn new concepts and technologies quickly

Source: https://callfire.hrmdirect.com/employment/job-opening.php?req=950285&&&nohd#job
Jan 14, 2019
Remote National Sales Executive - Collections Experience Required -
Convergent
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Description


Come join our thriving team! Build Your Future Here!

Full-time with Benefits package available;
401K, Health, Vision, Dental!

Established more than 60 years ago, Convergent is one of America’s largest business process outsourcing, receivables management and outsourcing companies, with twelve operating centers across four time zones.

National Sales Executive 

ESSENTIAL JOB FUNCTIONS:
  • Initiate contact with potential clients to identify and properly qualify business opportunities
  • Make presentations to prospective clients, either in person or via telephone
  • Prepare requested information & proposals and manage negotiations
  • Cultivate and maintain client relationships
  • Efficiently and effectively respond to customers’ needs as appropriate
  • Increase sales from existing accounts
  • Perform other incidental and related duties as required and assigned

QUALIFICATIONS:
  • Bachelor’s degree preferred but not required
  • Minimum 2 years commercial collection sales experience
  • Self-motivated, accountable and results-oriented
  • Demonstrated presentation, negotiation and closing skills
  • Ability to work remotely, travel when necessary and to efficiently manage time and resources

The above statements are intended to describe the general nature and level of work performed by people assigned to this job.  They are not intended to be an exhaustive list of all responsibilities, duties and requirements. 

Convergent Commercial is an Equal Opportunity Employer (EOE). Any employment offers are contingent upon successfully passing a Criminal Background Check and/or Drug Screen. 

 

Source: http://jobs.jobvite.com/convergent/job/oGF68fwj
Jan 11, 2019
Quality Assurance Advisor -
Echo Managed Services
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Walsall, West Midlands


Closing date January 23rd 2019



Salary
Quality Assurance Advisor

37.50
Hours

1
Position Available


To deliver a robust quality monitoring process for the transactions and customer service outputs delivered by the Echo off-shore operation. Conduct regular analysis, identify trends, process improvements, training needs and provide regular feedback and input into training plans. Provide reporting to Service Delivery Manager to evaluate effectiveness of off shore operation.

Key Responsibilities:
  • Assist in developing a quality monitoring framework and appropriate measures for each process/transaction delivered in the off shore operation
  • Evaluate a cross section of transactions against procedure/business rules and identify compliance / accuracy
  • Deliver written/verbal feedback to agents, coaches, managers
  • Deliver reporting/submit data and input into reporting to Service Delivery Manager at agent and team level
  • Prepare monthly Client Pack analysis and reporting
  • Swiftly highlight potential risks to SLA performance and support with evidence and solutions
  • Identify areas for improvement within both monitored processes and end to end processes
  • Monitor trends. Put checks in place to ensure improvements are implemented and embedded
  • Support internal and external audits
  • Be a strong team player driving the achievement of business performance targets. Willing to support the wider Echo team and to undertake additional duties as may be required

Experience and Skills:

  • Experience of working within a customer and quality focused role/organisation
  • Can demonstrate delivery of high quality transactions and customer correspondence
  • Highly organised with a methodical approach
  • Meticulous eye for detail
  • Assessing against a set criteria and standard, with ability to evolve assessment framework
  • Excellent verbal & written communication skills
  • Coaching and feedback skills
  • In depth knowledge of Rapid and SSW processes Occasion

Personal Characteristics:
  • Customer focussed
  • Organised and able to prioritise own and other’s work
  • Works efficiently
  • Proactive and ability to work on own initiative
  • Results focussed
  • Tenacious

Qualifications:

Educated to GCSE or equivalent level in English and Mathematics

To apply:

Please send your CV and covering letter to iwanttowork@echo-ms.com

Source: https://www.echo-ms.com/careers/quality-assurance-advisor
Jan 10, 2019
Customer Service Consultant - Lichfield
Douglas JacksonLichfield
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Job Ref: DJJM1198

Job Title: Customer Service Consultant

Location: London – Greater London – South East

Salary: £20,000 - £23,000 plus bens

Job Type: Permanent

An opportunity for an experienced Customer Service Consultant to take responsibility to respond to consumer calls on a wide range of financial issues, thinking about the customers experience and going the extra mile to resolve the issue at hand

The organisation offers a growing and positive environment, where personal development is encouraged and welcomed across the business.As a Customer Service Consultant, you will work within the B2B or B2C part of the business working closely with other members of the team to deliver exemplary customer service, a good understanding and previous experience of FCA guidelines and have worked within a contact centre are essential as well as a previous record or meeting deadlines and KPI targets.

The ability to prioritise and set daily tasks, whilst recognising that flexibility may be required due to the day to day demands of the business will be key to achieving the best possible service levels. Input into strategy, development of continuous improvements will be part of your responsibilities.

Some of the duties will include:
  • Responding to consumer calls on a wide range of financial issues
  • Liaising with other members of staff to resolve complex queries
  • Drafting written correspondence
  • Using judgement to absorb, interpret and summarise large quantities of information
  • Identifying and escalating cases where there is a risk
  • Working in a team to meet department and FCA goals

Essential Skills
  • Excellent spoken and written communication skills, including active listening and using simple language
  • An investigatory mind-set, knowing how to find answers
  • An ability to make judgement-based decisions, using analytical skills to clarify situations
  • Excellent relationship building skills, building rapport, adapting to and empathising with others
  • Resilient, able to work to KPI’s even when under pressure
  • Positive, composed, impartial and productive

To apply for this position please forward a copy of your CV to: mail@douglas-jackson.com or visit us at: http://www.douglas-jackson.com. We will acknowledge receipt of your CV and if we are able to progress your application then a consultant will be back in touch with you to discuss your application and interest in more detail.

Follow us on Twitter @callcentrejobs1

Douglas Jackson are a specialist recruitment consultancy and executive search company, working to hire exceptional talent for Executive, Managerial and skilled practitioner level appointments. Working in partnership with customer focused organizations, we offer a professional, trusted and quality service, to identify, attract and hire talented professionals within Operations, Strategy, Customer Experience, Intelligence, Customer Insight, Sales, Service, Planning, Data, Programmes, Change Transformation, Digital and Customer Contact.

Douglas Jackson are working as an Employment Agency in respect of this vacancy.

All applicants must be eligible to live and work in the UK and or territory/location specified. We will not be able to enter into any discussions or offer any assistance regarding sponsorship.
Jan 10, 2019
Search Marketing Manager - Santa Monica
CallFireSanta Monica
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EZ Texting is seeking a motivated, results-driven Search Engine Manager with expertise in search marketing and advertising, who is passionate about B2B marketing. This individual will have an exciting opportunity to drive lead generation efforts and company growth through the development and execution of SEO/SEM programs and advertising programs. The ideal candidate is metrics-oriented and skilled in managing large-scale organic, paid search and advertising programs.

Responsibilities:



  • Develop and drive lead acquisition via search engine marketing, including Google, Bing, and Yahoo



  •  

    Work with agency to develop SEM strategy and hit search channel's monthly, quarterly, yearly volume lead and SQO targets



  • Create, implement, track, analyze and develop supporting assets to optimize paid search and general advertising campaigns programs



  • Drive implementation of SEO best practices across web properties



  •  

    Actively test and analyze keywords, copy and landing pages to increase ROI and drive incremental volume



  • Monitor lead flow and conversion rates to ensure attainment of lead generation targets and optimization of marketing investment



  • Launch and A/B test landing pages to optimize conversion



  • Provide monthly analysis of program progress and results, including key milestones and metrics



  • Collaborate with other marketing team members on content strategies and campaigns



  • Manage daily relationships with search engines, partners and vendors



Skills/Requirements:



  • BA/BS preferred



  • 2+ years of search marketing experience, preferably with a B2B organization



  • Understanding of direct marketing KPIs



  • Strong data analysis and reporting skills



  • Expert knowledge of search landscape: paid search listing providers, tracking tools, bid-management systems and keyword development tools



  • Experience managing large marketing budgets and ROI optimization



  • Software/Internet/Technology company experience



  • Creative, innovative, resourceful and results-oriented



  • Proven track record of achievement



  • Excellent communication skills, both written and verbal



  • Strong time management skills



  • Proficient in Google AdWords, Google Tag Manager and Google Analytics (certification a plus)


Source: https://callfire.hrmdirect.com/employment/job-opening.php?req=947702&&&nohd#job
Jan 10, 2019
Quality Assurance Specialist - Lichfield
Douglas JacksonLichfield
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Job Ref: DJRL1041

Role: Quality Assurance Specialist

Location: Bromley, Sidcup, Dartford, Kent, South East

Salary: £35,000 and exceptional benefits

Job Type: Permanent

One of the UK’s leading and most ambitious housing associations are looking to recruit a Quality Assurance Specialist for their Kent office. The role does involve a mixture of homeworking and office based working.

As Quality Assurance Specialist, you will be part of the Customer Service Centre so they are looking for someone with the passion as a Customer Service professional to deliver excellence every time. The purpose of the role is to improve resident experience and overall satisfaction by actively reviewing and auditing contacts to and from the customer service centre. You will be tasked with improving the performance of the customer service centre by carrying out quality monitoring, auditing, trend analysis and identification of areas of service improvements. You will promote and recognise best practice through feedback to Team Leaders and the management team, ensuring the customer experience exceeds expectations whilst meeting all regulatory requirements.

Our client is looking for an enthusiastic, experienced Quality Assurance Specialist to join a busy, fast paced, customer service centre. Your responsibility as Quality Assurance Specialist will be to support the business by ensuring a high-quality customer service output through evaluation and monitoring of internal controls and communications, resulting in increased Customer Satisfaction.

Ideally you will have a background in Quality Assurance within a Contact Centre Environment along with a proven track record of implementing strategic, quality frameworks in a target driven, focussed, high volume Customer Contact environment. As Quality Assurance Specialist you will be responsible for promoting and recognising best practice of customer service roles through monitoring outputs and implementing reporting mechanisms.

The successful candidate will have:
  • The ability to work on your own initiative in a fast paced, target driven environment.
  • The ability to analyse data and convert to meaningful feedback through trend analysis and recommendation reporting.
  • Excellent Customer Service Skills.
  • Strong IT Skills.
  • Excellent communication skills.
  • Exceptional Team Working Skills.
  • Excellent Influencing skills.
  • Excellent organisational skills.

In return you will receive a competitive salary and excellent benefits. Your hours of work will be 9-5 Monday to Friday, working a 35 hour week.

To apply for this position please forward a copy of your CV to: mail@douglas-jackson.com or visit us at: http://www.douglas-jackson.com. We will acknowledge receipt of your CV and if we are able to progress your application then a consultant will be back in touch with you to discuss your application and interest in more detail.

Follow us on Twitter @callcentrejobs1

Douglas Jackson are a specialist recruitment consultancy and executive search company, working to hire exceptional talent for Executive, Managerial and skilled practitioner level appointments. Working in partnership with customer focused organisations, we offer a professional, trusted and quality service, to identify, attract and hire talented professionals within Operations, Strategy, Customer Experience, Intelligence, Customer Insight, Sales, Customer Service, Resource Planning, Data, Analytics, Programmes, Change, Transformation, Digital, Contact Centre and Customer Contact.

Douglas Jackson are working as an Employment Agency in respect of this vacancy.

All applicants must be eligible to live and work in the UK and or territory/location specified. We will not be able to enter into any discussions or offer any assistance regarding sponsorship.

 
Jan 9, 2019
Supervisor - Atlanta
ConvergentAtlanta
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Description


Come join our thriving team!



Build Your Future; Unlimited Bonus Potential!



Full-time with Benefits package available; 401K, Health, Vision, Dental!

Established more than 60 years ago, Convergent is one of America’s largest business process outsourcing, receivables management and outsourcing companies, with twelve operating centers across four time zones.

We are currently seeking ambitious, self-motivated, driven TEAM MEMBERS for a challenging, intense and ever-evolving career in the collections arena.  This an opportunity to join an established team; immediately benefiting from the wealth of collective experience from our team while being supported by a strong and savvy, management team.

DUTIES AND RESPONSIBILITIES:

The following reflects management’s definition of essential functions for this job but does not restrict the tasks that may be assigned.  Management may assign or reassign duties and responsibilities to this job at any time due to business need.
  • Supervise a team of customer service agents
  • Organize, direct, and monitor daily activities of team of customer service agents
  • Monitor and review individual and team performance
  • Monitor calls to observe individual demeanor, technical accuracy, and conformity to company and client policy and procedure; provide feedback as required
  • Monitor and analyze productivity of agents; generate reports based on analysis
  • Field questions from team and possibly clients; recommend corrective services to address customer complaints
  • Provide coaching and development feedback
  • Ensure all client compliance requirements are met
  • Monitor and ensure compliance with attendance, dress code, and all Convergent policy
  • Maintain contact with client as determined by management
  • Monitor email and voice mail to ensure all communications are up to date and accurate
  • Ensure all payroll deadlines are met
  • Ensure daily and monthly performance results are tracked by agent and team
  • Conduct monthly / annual performance reviews with direct reports
  • Administer performance improvement plans and disciplinary warnings as needed
  • Train, motivate, develop and reward customer service agents
  • Respond to and work to resolve agent concerns in a timely manner
  • Prepare reports as needed
  • Perform customer service agent duties as needed
  • Perform other duties as assigned by manager
  • Uphold all Convergent policies and report any company policies to department supervisor or manager

 

Requirements:
  • Previous management experience preferred
  • Maintains regular and reliable attendance
  • May be asked to work extended hours as needed and to maintain a flexible schedule to support project needs
  • Knowledge of Microsoft Excel and Word
  • Analyze and calculate statistical data
  • Coordinate multiple tasks simultaneously.
  • Understand and respond to a diverse population.
  • Manage by Walking Around (MBWA)
  • There are no travel requirements for this position
  • Physical requirements may include sitting and/or standing for several hours a day
  • Functions well in a team environment

 

POSTING REQUIREMENTS

Convergent employees meeting the job requirements above and are currently meeting/exceeding their performance metrics are encouraged to apply.

Individuals currently on a write-up for disciplinary purposes or those who have had attendance or performance issues within the last 90 days will not be considered at this time.

 

 

 

Source: http://jobs.jobvite.com/convergent/job/oGFb9fwp
Jan 8, 2019
Contact Centre Manager - Lichfield
Douglas JacksonLichfield
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Job Ref: DJAD1023

Role: Contact Centre Manager

Location: Nottingham - Midlands

Salary: £50k - £65k

Job Type: Permanent

A well-known organisation in the Midlands are looking for a Contact Centre Operations Manager to join them. You will be responsible for 100+ FTE and will play a significant role in the delivery of the business’ customer strategy.

Some of the responsibilities will include:
  • To ensure a first-class customer experience in all interactions.
  • To review and enhance customer contact strategy.
  • To consistently review people and process to deliver operational efficiencies and customer excellence.
  • Develop and maintain effective working relationships will all internal / external stakeholders.

The ideal candidate will have a passion for understanding customer needs and be able to evidence first-hand experience of developing & delivering customer engagement programmes. They will also have excellent communication skills, be able to cite significant experience of managing people and evidence of achieving excellent employee engagement.

To apply for this position please forward a copy of your CV to: mail@douglas-jackson.com or visit us at: http://www.douglas-jackson.com. We will acknowledge receipt of your CV and if we are able to progress your application then a consultant will be back in touch with you to discuss your application and interest in more detail.

Follow us on Twitter @callcentrejobs1

Douglas Jackson are a specialist recruitment consultancy and executive search company, working to hire exceptional talent for Executive, Managerial and skilled practitioner level appointments. Working in partnership with customer focused organisations, we offer a professional, trusted and quality service, to identify, attract and hire talented professionals within Operations, Strategy, Customer Experience, Intelligence, Customer Insight, Sales, Customer Service, Resource Planning, Data, Analytics, Programmes, Change, Transformation, Digital, Contact Centre and Customer Contact.

Douglas Jackson are working as an Employment Agency in respect of this vacancy.

All applicants must be eligible to live and work in the UK and or territory/location specified. We will not be able to enter into any discussions or offer any assistance regarding sponsorship.

 
Jan 8, 2019
Resource Planning Manager (Internal Resource Deployment Manager – Resource Manager) - Lichfield
Douglas JacksonLichfield
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Job Ref: DJMA1784
Job Title: Resource Planning Manager (Internal Resource Deployment Manager – Resource Manager)

Location: West Yorkshire - Leeds

Salary: £32-45,000 plus benefits + bonus

Job Type: Permanent

This is an opportunity to join a fast paced, leading global business providing the right people on the right projects, at the right time.  

You will manage a small team, working within a developing resource management function which will require individuals with a high commercial focus, an excellent people person with strong influence and stakeholder management and an analytical ability and approach to provide effective workforce deployment, forecasting, planning and MI, to help the organisation build the professionalism of their people and continue to strengthen their business.  

This is a fantastic opportunity to build on your professional career to date and help develop and grow your skills with a leading corporate brand.   You will join a leading edge, expanding team, in a visible and pivotal role.

Some of your responsibilities:

  • Manage the team by optimising headcount, manage/oversee joiners, leavers and secondments, increasing utilisation and being aware of the impact on employee engagement
  • Delivering the manpower and resourcing plan by having a deep understanding of portfolio growth plans and headcount required to support these; balancing these with the needs of the individual
  • Conducting regular portfolio reviews to ensure maximum utilisation, development and fair allocation of work for each individual
  • Interpret and Analyse Management Information (MI) to provide trends, make connections and spot opportunities to improve profitability
  • Share knowledge, best practice and network with your colleagues across the business and Resource Management Function


If you are interested in applying for this position, you will need previous experience working within a large, or corporate business in a Managerial role with resourcing, deployment, workforce/manpower planning, talent deployment, customer service, or project management capacity. You will need excellent relationship management skills with the ability to influence senior stakeholders and be a confident and skilled communicator.

To apply for this position please forward a copy of your CV to us. We will acknowledge receipt of your CV and if we are able to progress your application then a consultant will be back in touch with you to discuss your application and interest in more detail.

Follow us on Twitter @callcentrejobs1

Douglas Jackson are a specialist recruitment consultancy and executive search company, working to hire exceptional talent for Executive, Managerial and skilled practitioner level appointments. Working in partnership with customer focused organizations, we offer a professional, trusted and quality service, to identify, attract and hire talented professionals within Operations, Strategy, Customer Experience, Intelligence, Customer Insight, Sales, Service, Planning, Data, Programmes, Change Transformation, Digital and Customer Contact.

Douglas Jackson are working as an Employment Agency in respect of this vacancy.

All applicants must be eligible to live and work in the UK and or territory/location specified. We will not be able to enter into any discussions or offer any assistance regarding sponsorship.
Jan 7, 2019
Team Manager - Lichfield
Douglas JacksonLichfield
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Job Ref: DJRL1032b

Role: Team Manager

Job Type: Permanent

Location: West London, Greater London, South East

Salary: £35k + Benefits

Our client is a leading property organisation based in London. They are looking to recruit a Team Manager for their office in West London.

This market leading property company are looking for an experienced Team Manager to join their leading contact centre. You will ideally be a Team Leader or Team Manager with experience in managing a team and will be a highly motivated, people focused services professional who is able to lead, coach and support a team of Customer Contact Agents. You must be confident to challenge the status Quo and strive to achieve the best customer service results. As Team Manager you must be able to inspire your team to deliver a quality-focused service to both internal and external customers.

As Team Leader you will report into the Head of Contact Centre and will be responsible for around 11 agents. The aim of the role is to develop and empower teams to deliver an excellent customer journey to their customers every time, ensuring first contact resolution where possible, addressing the primary reason for the customer contact using all their skills and knowledge. 

You will be proactive in Leading, coaching and engaging your teams. A Team Leader is responsible for their team, ensuring that they understand the importance of their role within the business and are advocates for the brand. You will be responsible for the operational management of a team and be expected to analyse agent performance against KPI’s, provide support for the agents individual needs and address concerns and development needs.

The successful candidate will:
  • Be experienced of managing people and associated ‘people’ processes.
  • Have the ability to improve performance of your team.
  • Be experienced of leading a team where you can grow, nurture and develop your team.
  • Be able to demonstrate and progress change in a forward-thinking organisation.
  • Show energy and confidence to be able to inspire your team to deliver a quality-focused service to both internal and external customers.

In return, our client will provide you with a choice of flexible benefits, salary exchange benefits, and rewards and discounts. You will also receive an annual allowance of £300 to use towards health and lifestyle benefits. Discounted childcare vouchers and cycling equipment throughout the year. You will receive 25 days holiday.

To apply for this position please forward a copy of your CV to: mail@douglas-jackson.com or visit us at: http://www.douglas-jackson.com. We will acknowledge re

Follow us on Twitter @callcentrejobs1

Douglas Jackson are a specialist recruitment consultancy and executive search company, working to hire exceptional talent for Executive, Managerial and skilled practitioner level appointments. Working in partnership with customer focused organisations, we offer a professional, trusted and quality service, to identify, attract and hire talented professionals within Operations, Strategy, Customer Experience, Intelligence, Customer Insight, Sales, Customer Service, Resource Planning, Data, Analytics, Programmes, Change, Transformation, Digital, Contact Centre and Customer Contact.

Douglas Jackson are working as an Employment Agency in respect of this vacancy.

All applicants must be eligible to live and work in the UK and or territory/location specified. We will not be able to enter into any discussions or offer any assistance regarding sponsorship.
Jan 7, 2019
Remote National Sales Executive - Collections (Experience Required) -
Convergent
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Description



Come join our thriving team! Build Your Future Here!

Full-time with Benefits package available;
401K, Health, Vision, Dental!

Established more than 60 years ago, Convergent is one of America’s largest business process outsourcing, receivables management and outsourcing companies, with twelve operating centers across four time zones.

National Sales Executive 

ESSENTIAL JOB FUNCTIONS:
  • Initiate contact with potential clients to identify and properly qualify business opportunities
  • Make presentations to prospective clients, either in person or via telephone
  • Prepare requested information & proposals and manage negotiations
  • Cultivate and maintain client relationships
  • Efficiently and effectively respond to customers’ needs as appropriate
  • Increase sales from existing accounts
  • Perform other incidental and related duties as required and assigned

QUALIFICATIONS:
  • Bachelor’s degree preferred but not required
  • Minimum 2 years commercial collection sales experience
  • Self-motivated, accountable and results-oriented
  • Demonstrated presentation, negotiation and closing skills
  • Ability to work remotely, travel when necessary and to efficiently manage time and resources

The above statements are intended to describe the general nature and level of work performed by people assigned to this job.  They are not intended to be an exhaustive list of all responsibilities, duties and requirements. 

Convergent Commercial is an Equal Opportunity Employer (EOE). Any employment offers are contingent upon successfully passing a Criminal Background Check and/or Drug Screen. 

Source: http://jobs.jobvite.com/convergent/job/oGF68fwj
Jan 4, 2019
Distribution Team Manager/Home Delivery Manager - Lichfield
Douglas JacksonLichfield
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Job Ref: DJKG1246

Job Title: Distribution Team Manager/Home Delivery Manager

Location: Slough, North West London

Salary: £30k plus £150 monthly bonus

Employment Type: Permanent

This is a fantastic opportunity for an experienced Distribution Team Manager/Home Delivery Manager to join this growing service led organisation. The Distribution Team Manager will be tasked with hands on management of developing a team and improving performance through training and motivational leadership style.

The department has recently undergone departmental change to improve performance and delivery service to its customers.

The main responsibility is to champion a positive team culture of within the department and lead them in providing an excellent delivery service. You will report to the Distribution Manager and you will have direct and indirect reports.

The Distribution Team Manager/Home Delivery Manager will be a strong coach and developer of people. You will have a hands-on approach, whilst looking to deliver better performance, identifying and driving continuous improvement.

If you are interested in applying for this position, then you will need to have a proven background in management and leadership ideally within a Home Delivery Service with around 5 years experience

To apply for this position please forward a copy of your CV to us. We will acknowledge receipt of your CV and if we are able to progress your application then a consultant will be back in touch with you to discuss your application and interest in more detail.

Follow us on Twitter @callcentrejobs1

Douglas Jackson are a specialist recruitment consultancy and executive search company, working to hire exceptional talent for Executive, Managerial and skilled practitioner level appointments. Working in partnership with customer focused organisations, we offer a professional, trusted and quality service, to identify, attract and hire talented professionals within Operations, Strategy, Customer Experience, Intelligence, Customer Insight, Sales, Customer Service, Resource Planning, Data, Analytics, Programmes, Change, Transformation, Digital, Contact Centre and Customer Contact.

Douglas Jackson are working as an Employment Agency in respect of this vacancy.
All applicants must be eligible to live and work in the UK and or territory/location specified. We will not be able to enter into any discussions or offer any assistance regarding sponsorship.

 
Jan 4, 2019
Marketing Coordinator - Santa Monica
CallFireSanta Monica
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About us

A Santa Monica-based tech company, EZ Texting's voice and text marketing platform is revolutionizing how businesses communicate. We are passionate dreamers who believe that technology can make a meaningful difference to an organization's success. Located in the heart of Santa Monica, we've created a unique workspace that the Los Angeles Business Journal has named one of the Top 100 places to work in LA - for the last four years running.  Come find out why!

Our office environment is highly collaborative, innovative, passionate and fun. You will grow here -- we value continuing education and professional growth. We often have a dog running around the office, so we hope you like animals. Also, we really like food - so we buy lunch for the office regularly, and have coffee, snacks and drinks all over the place. 

Responsibilities
  • <span ": medium">Grow, manage, and monitor our social media channels for LinkedIn, Facebook, Twitter and Instagram
    • <span ": medium">Create a monthly social media calendar for CallFire and EZ Texting across multiple social outlets
    • <span ": medium">Create a reporting structure and define/track social media KPIs
  • <span ": medium">Assist with event/trade show sponsorship and attendance preparation, onsite support and coordination
  • <span ": medium">Monitor and build our online presence on review sites, engaging with reviewers comments and monitoring what the reviews say
  • <span ": medium">Maintain an inventory of marketing event materials: giveaways, marketing collateral, etc.
  • <span ": medium">Organize and update marketing collateral for internal teams when new collateral is produced or updated
  • <span ": medium">Assist with marketing automation as needed
  • <span ": medium">Support all marketing initiatives

<span ": medium">
Requirements
  • <span ": medium">3 to 4 years experience in event marketing
  • <span ": medium">Experience managing event marketing social media campaigns
  • <span ": medium">Knowledge of marketing automation tools such as HubSpot, Marketo, Pardot, etc. is preferred
  • <span ": medium">Strong time management skills
  • <span ": medium">Ability to multi-task

<span ": medium">Benefits 
  • <span ": medium">Fully paid medical, vision, dental and life insurance
  • <span ": medium">401(k) Plan
  • <span ": medium">Paid vacation
  • <span ": medium">Unlimited sick leave
  • <span ": medium">Fully stocked kitchens
  • <span ": medium">And many more additional perks�


Source: https://callfire.hrmdirect.com/employment/job-opening.php?req=943706&&&nohd#job
Jan 4, 2019
Sales Agent (All European Countries) - Banbury
Patch App & Go Technologies LtdBanbury
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Patch App & GO Technologies Ltd has produced a game changing Smart Network Tester, designed for data cabling installers (Cat 5e, Cat 6, Cat 6a).

We have successfully set up an 18-distributor channel in the UK and now want to focus our efforts in selling the product in all European countries such as France, Germany, Italy and all of EU Countries.

We are looking for agents based in these countries to successfully sign up distributors in each of these countries.

Successful agents will be paid a one off finder’s fee and on-going commission based on sales revenue from each distributor who is signed up.

Our website can be viewed at www.patchappgo.com
Dec 26, 2018
National Sales Executive -
Convergent
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Description



Come join our thriving team! Build Your Future Here!

Full-time with Benefits package available;
401K, Health, Vision, Dental!

Established more than 60 years ago, Convergent is one of America’s largest business process outsourcing, receivables management and outsourcing companies, with twelve operating centers across four time zones.

National Sales Executive 

ESSENTIAL JOB FUNCTIONS:
  • Initiate contact with potential clients to identify and properly qualify business opportunities
  • Make presentations to prospective clients, either in person or via telephone
  • Prepare requested information & proposals and manage negotiations
  • Cultivate and maintain client relationships
  • Efficiently and effectively respond to customers’ needs as appropriate
  • Increase sales from existing accounts
  • Perform other incidental and related duties as required and assigned

QUALIFICATIONS:
  • Bachelor’s degree preferred but not required
  • Minimum 2 years commercial collection sales experience
  • Self-motivated, accountable and results-oriented
  • Demonstrated presentation, negotiation and closing skills
  • Ability to work remotely, travel when necessary and to efficiently manage time and resources

The above statements are intended to describe the general nature and level of work performed by people assigned to this job.  They are not intended to be an exhaustive list of all responsibilities, duties and requirements. 

Convergent Commercial is an Equal Opportunity Employer (EOE). Any employment offers are contingent upon successfully passing a Criminal Background Check and/or Drug Screen. 

Source: http://jobs.jobvite.com/convergent/job/oGF68fwj
Dec 19, 2018
Inbound Reps needed for Access Worldwide & PODS - Augusta
Access WorldwideAugusta
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Source: https://accessww.catsone.com/careers/index.php?m=portal&a=details&jobOrderID=11742774

Access Worldwide & PODS

 
 
We are looking for 15 - 20 agents who are responsible for assisting customers with their moving and storage needs via a consultative service process.  Coordinates the scheduling of customer events and updates to customer records, providing timely service solutions in an efficient manner without sacrificing the customer experience.  Takes inbound calls from customers, and makes outbound calls as necessary.  Support the Sales Team on overflow sales volume as necessary.  Provide customer with a “world class experience”, regardless of whether they use our service or not.

Access Worldwide offers a very competitive starting wage, a strong commission plan, along with great sales incentives. We offer a fun work atmosphere with opportunities for career advancement. 

We are looking for English speaking as well as French speaking customer service reps!!

Hourly Wage: 
$12.00 / hour + commission

Training Start Date:
January 28, 2019

Training Hours:
Monday - Friday 9:00 am - 5:30 pm (14 business days)

Production Schedule (schedules will fluctuate day to day):
Days of operation: Monday - Sunday
Hours: Monday - Friday w/ Rotating Sunday 10:00 am - 6:30 pm

Principal Duties and Responsibilities: 
  • Build rapport with customers and create a comfortable environment for the customer that will enable them to have a dialogue with you about their service-related issue.
  • Use probing questions to help the customer understand their needs and provide a solution to meet those needs.
  • Coordinate the scheduling and fulfillment of PODS products and services to current customers.
  • Support the sale of add-on containers to existing customers, and/or the sale of new containers to new customers who are routed to Service.
  • Accurately represent available service options and essential requirements that lead to the correct outcome for each customer inquiry.
  • Acts as the customer’s advocate in solving their service-related issues.
  • Maintain composure and use proper de-escalation techniques when handling stressful situations.
  • Achieve productivity standards and goals while maintaining the highest level of customer service.
  • May perform other duties and responsibilities as assigned MANAGEMENT & SUPERVISORY RESPONSIBILITIES 
Education & Professional Certifications: 
High school diploma or equivalent experience. 

Candidate Profile:
  • Project a professional image.
  • Strong customer service focus with a drive to solve problems.
  • Enjoys the service industry and thrives to help people.
  • Excellent listening skills.
  • Able to articulate a vision of an activity or expectation. 
  • Detail-oriented.
  • Polite, patient, and empathetic.
  • Experienced in de-escalation.
  • Able to communicate clearly and concisely; uses appropriate vocabulary and grammatically correct sentences.
  • Ability to compose a business letter or paragraph with accurate spelling and correct usage of basic grammar and punctuation skills.
  • Use proper phone and email/letter etiquette.
  • Complete and pass a pre-hire assessment reviewing basic concepts of mathematics, reading, writing and basic computer literacy in Outlook, Internet Explorer and Excel.
  • Keyboarding minimum of 30 WPM.
  • Ability to multi-task.
  • Able to operate general office equipment including company telephone system.
  • Ability to work shifts, weekends and holidays; understands the importance of punctuality and attendance.
  • Able to demonstrate uncompromising adherence to ethical principles.  Able to demonstrate honesty in all actions, admit and correct mistakes promptly.  Able to assume full responsibility and accountability for own actions.
  • Able to adapt to shifting priorities, multiple demands, ambiguity and rapid change. Able to develop new approaches to work systems or problem-solving.  Able to maximize use of available resources to achieve the best results consistent with company objectives. 
  • Employment is contingent upon the results of a background and drug test.

Environment, Physical & Other Requirements: 
  • Ability to perform light hand activity work at a computer/telephone station in an office environment. 
  • Position is primarily sedentary. 
  • May stretch or stand at workstation for short periods at employee’s option, as long as such activity does not detract from the employee’s work, or interfere with other employees. 
Benefits: 
  • Medical/Dental/Vision benefits after 60 days of employment
  • Vacation Accrual
  • Short Term Disability Insurance
  • Life Insurance
  • Direct Deposit available
  • On-site Fitness Center; FREE to employees
  • Business Casual Dress Code & Jeans Day on Friday
  • Excellent opportunity for growth
  • Referral Bonus's
If you meet the above minimum requirements and would like to be considered for this excellent opportunity please submit your resume' or application today for immediate consideration. 

Jasmine Carey
Human Resource Manager
Access Worldwide Communications
207-703-1021
jcarey@accessww.com
 
 

Dec 19, 2018
Salesforce Administrator - Santa Monica
CallFireSanta Monica
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About us:

A Santa Monica-based tech startup, EZ Texting's voice and text marketing platform is revolutionizing how businesses communicate. We are passionate dreamers who believe that technology can make a meaningful difference to an organization's success. Located in the heart of Santa Monica, we've created a unique work-space that the Los Angeles Business Journal has named one of the Top 100 places to work in LA -  for the last four years running.  Come find out why!

Job Description:

Looking for a contract Salesforce Engineer.  The Salesforce Engineer will be involved with Administration, Configuration, Development and Testing with 2 to 3 Years of relevant experience.

Knowledge and exposure to Integrations, APIs, Administration, System Integration and Custom Coding is required. 

The candidate should be able to configure Salesforce to meet business needs.  

Knowledge of Agile practices and methodologies preferred. 

Bachelors or more in related field with Excellent communication skills needed.

 

Source: https://callfire.hrmdirect.com/employment/job-opening.php?req=929177&&&nohd#job
Dec 19, 2018
Client Manager -
Convergent
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Description


Come join our thriving team! Build Your Future Here!

Full-time with Benefits package available;
401K, Health, Vision, Dental!

Established more than 60 years ago, Convergent is one of America’s largest business process outsourcing, receivables management and outsourcing companies, with twelve operating centers across four time zones.

We are currently seeking ambitious, self-motivated, driven TEAM MEMBERS for a challenging, intense and ever-evolving career in the collections arena.  This an opportunity to join an established team; immediately benefiting from the wealth of collective experience from our team while being supported by a strong and savvy, management team.

SUMMARY: Manages and coordinates activities and operations of a team of Customer Service Supervisors and Agents

DUTIES AND RESPONSIBILITIES:

The following reflects management’s definition of essential functions for this job but does not restrict the tasks that may be assigned.  Management may assign or reassign duties and responsibilities to this job at any time due to business need.
  • Lead a team of 2 - 3 supervisors and 50 - 100 agents
  • Audit and inspect performance standards and deliver improvement expectations to management team
  • Create and implement strategy to ensure performance objectives are met
  • Organize, direct, and monitor daily activities of team of supervisors and agents
  • Monitor and review individual and team performance
  • Monitor calls to observe individual demeanor, technical accuracy, and conformity to company and client policy and procedure; provide feedback as required
  • Monitor and analyze productivity of agents; generate reports based on analysis
  • Field questions from team and possibly clients; recommend corrective services to address customer complaints
  • Provide coaching and development feedback
  • Ensure all client compliance requirements are met
  • Monitor and ensure compliance with attendance, dress code, and all Convergent policy
  • Maintain contact with client as determined by management
  • Monitor email and voice mail to ensure all communications are up to date and accurate
  • Ensure all payroll deadlines are met
  • Ensure daily and monthly performance results are tracked by agent and team.
  • Conduct annual performance reviews with direct reports
  • Administer performance improvement plans and disciplinary warnings as needed
  • Train, motivate, develop and reward agents
  • Responds to and works to resolve agent concerns in a timely manner
  • Prepare reports as needed
  • Perform other duties as assigned by manager
  • Possess working knowledge of wireless industry

 

REQUIREMENTS:
  • Minimum of 3 years management experience preferably a group of at least 50 -100 agents
  • Proficient with Microsoft Excel and Word
  • Availability to work from 6am-10pm weekdays, and weekend hours when necessary
  • Calculate figures and amounts
  • Analyze statistical requirements
  • Coordinate multiple tasks simultaneously
  • Understand and respond to diverse population
  • Ability to travel as required, travel is minimal
  • Manage by Walking Around (MBWA)
  • May be required to sit and/or stand for several hours at a time
  • Must have experience in Customer Service

The above statements are intended to describe the general nature and level of work performed by people assigned to this job.  They are not intended to be an exhaustive list of all responsibilities, duties and requirements. 

Convergent Outsourcing, Inc., is an Equal Opportunity Employer (EOE). Any employment offers are contingent upon successfully passing a Criminal Background Check and/or Drug Screen. 

PM18

 

Source: http://jobs.jobvite.com/convergent/job/ovu28fwT
Dec 13, 2018
Help Desk Technician - Renton
ConvergentRenton
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Description



Come join our thriving team! Build Your Future Here!

Full-time with Benefits package available;
401K, Health, Vision, Dental!

Established more than 60 years ago, Convergent is one of America’s largest business process outsourcing, receivables management and outsourcing companies, with twelve operating centers across four time zones.

We are currently seeking ambitious, self-motivated, driven
 
TEAM MEMBERS
 
for a challenging, intense and ever-evolving career in the collections arena.  This an opportunity to join an established team; immediately benefiting from the wealth of collective experience from our team while being supported by a strong and savvy, management team.

Job Description:

The Help Desk Technician is Responsible for administering and performing the company’s help desk functions, which includes the development and delivery of user support services with a primary focus on software and hardware usage, training processes and productivity issues.

Job Duties:
  • Provide maintenance, end user support and training for the terminal, desktop, laptop, and VDI computing environments.
  • Assist in equipment moves, deployment, inventory tracking, and purchase requisitions
  • Train employees on software and hardware operation
  • Work issues submitted via ticketing system and be able to resolve within a timely manner.
  • Be able to communicate effectively to users and IT members to help understand or effectively troubleshoot issues or requests as they are submitted.
  • Ensure all work is performed in compliance with Company Policies as well as local, state and federal collections laws and regulations
  • Miscellaneous duties as assigned

Required Skills:
  • Minimum of 2 years’ experience in an IT LAN/WAN environment providing end-user support or equivalent computer service experience.
  • BS degree in IT preferred
  • Excellent verbal and written communication skills
  • Software certifications: MS Office suite, Windows Desktop (Windows7)


The above statements are intended to describe the general nature and level of work performed by people assigned to this job.  They are not intended to be an exhaustive list of all responsibilities, duties and requirements. 

Convergent Outsourcing, Inc., is an Equal Opportunity Employer (EOE). Any employment offers are contingent upon successfully passing a Criminal Background Check and/or Drug Screen. 

 

Source: http://jobs.jobvite.com/convergent/job/ozV28fwo
Dec 12, 2018
Marketing Manager - Santa Monica
CallFireSanta Monica
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Marketing Manager

EZ Texting is looking for a motivated, results-driven Marketing Manager to drive revenue through timely and successful execution of marketing strategies and activities to support lead generation. The ideal candidate thrives in a data-driven environment and has a bias towards action, with outstanding organizational and communication skills and precise attention to detail.

Responsibilities:
  •  Execute end-to-end multi-channel marketing campaigns and webinars to create marketing qualified leads, to drive sales opportunities and ultimately revenue
  •  Partner with content and creative services to craft compelling messaging and build effective content marketing and content syndication campaigns that increase awareness, generate leads and drive conversion
  •  Increase customer engagement across multiple channels
  •  Maintain alignment with integrated marketing calendar to ensure campaigns are consistent with department and business objectives
  •  Work cross-departmentally to ensure effective audience targeting, successful campaign launch and optimization, and accurate measurement of campaign performance
  •  Create and maintain regular reporting on overall channel performance and individual campaign analytics
  •  Research and make recommendations on new channels to drive leads across our core verticals

Qualifications:
  •  3+ years of marketing experience
  •  BA/BS preferred
  •  B2B marketing experience a plus (fast-paced, startup tech environment)
  •  Highly organized with excellent communication skills, both written and verbal
  •  Strong individual contributor and self-starter
  •  Highly collaborative
  •  Proven ability to manage and optimize marketing campaigns
  •  Proficient in Google Analytics
  •  Understanding of direct marketing KPIs
  •  Strong data analysis and reporting skills
  •  Technology experience/awareness with Web analytics (Google Analytics ), CRM (Salesforce, HubSpot) Marketing Technology (Pardot, HubSpot), Webinar Platforms (GoToWebinar), Social Media (LinkedIn, Facebook, Instagram).


Benefits:
  • Fully paid medical (medical, dental, vision) benefits, 50% for families
  • 401 (k) plan
  • Unlimited sick leave
  • Stock options
  • Paid vacation
  • Dog friendly office
  • General awesomeness


Source: https://callfire.hrmdirect.com/employment/job-opening.php?req=931043&&&nohd#job
Dec 12, 2018
Call Monitoring Compliance Representative -
Convergent
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Description


Come join our thriving team! Build Your Future; Unlimited Bonus Potential! Full-time with Benefits package available; 
401K, Health, Vision, Dental!



Established more than 60 years ago, Convergent is one of America’s largest business process outsourcing, receivables management and outsourcing companies, with twelve operating centers across four time zones.

We are currently seeking ambitious, self-motivated, driven TEAM MEMBERS for a challenging, intense and ever-evolving career in the collections arena.  This an opportunity to join an established team; immediately benefiting from the wealth of collective experience from our team while being supported by a strong and savvy, management team.

Responsibilities:

The Compliance Monitoring Representative monitors collection agent calls in review of federal regulator and state law, as well as Convergent company policy requirements.   The assessment of the agent performance/behavior is recorded via compliance scorecards indicating low/high-risk violations and correlating compliance point assessments.  Compliance representatives will document feedback to help aid, coach and counsel agents to modify call performance levels.

 

Job Duties:
  • Monitor randomly selected calls via various dialer software by the compliance representative to review in one of two ways: Live Vox or FACS Kaliwa.
  • Ability to meet monthly call monitoring quotas
  • Record scored calls via Acuity.
  • Keep records of all calls reviewed daily in the Compliance Workbook
  • Provide feedback to the agents via Acuity for defects as well as coaching opportunities.
  • Log all failed calls or coaching opportunities on an Internal Corrective Action log for trending reporting.
  • Review all refund requests processed by the Bookkeeping Department to determine agent error.
  • Review Call Miner Reports for trending and provide coaching opportunities to Operations Management as needed.

 

Qualifications:
  • High school diploma or equivalent
  • Previous Customer Service and/or Collection experience
  • Has good written and verbal communication skills
  • Able to diffuse upset or angry consumers
  • Can work independently, as well as investigate and reach logical conclusions
  • Capable of operating a computer keyboard, typewriter, fax machine, and copier and has experience with various computer applications, including Microsoft Office applications
  • Has knowledge of the FDCPA, FCRA and all other state and federal collection laws

The above statements are intended to describe the general nature and level of work performed by people assigned to this job.  They are not intended to be an exhaustive list of all responsibilities, duties and requirements.

Convergent Outsourcing, Inc., is an Equal Opportunity Employer (EOE)

Any employment offers are contingent upon successfully passing a Criminal Background Check and/or Drug Screen.

 

 

Source: http://jobs.jobvite.com/convergent/job/oNl18fw1
Dec 11, 2018
Collections Team Lead - San Antonio
ConvergentSan Antonio
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Description


Come join our thriving team! Build Your Future; Unlimited Bonus Potential! Full-time with Benefits package available; 
401K, Health, Vision, Dental!

Established more than 60 years ago, Convergent is one of America’s largest business process outsourcing, receivables management and outsourcing companies, with twelve operating centers across four time zones.

We are currently seeking ambitious, self-motivated, driven TEAM MEMBERS for a challenging, intense and ever-evolving career in the collections arena.  This an opportunity to join an established team; immediately benefiting from the wealth of collective experience from our team while being supported by a strong and savvy, management team.



Responsibilities:

The Collection Lead is the primary person to assist employees with daily collection questions and concerns. With the direction of the Collection Supervisor, the Lead in this area will be responsible for training of employees, and continued training/mentoring where required with all new processes within the department. The Lead will be a key point person in assisting the Collection Supervisor in recognizing training needs and uncovering coverage gaps in their respective group.

 

Job Duties:
  • Coordinates with Supervisor to maximize coverage within the assigned group to ensure completion of daily tasks.
  • Reviews processes for efficiency and make recommendations for process updates and improvements.
  • Acts as back up for processes within the assigned group where needed
  • Sets a positive example.
  • Follows all rules set forth in the Convergent Employee Handbook and leads by example.
  • Assists in motivating staff and maintains a team atmosphere.
  • Identifies required training needs of employees.
  • Assists in coaching and development of employees.
  • Identifies and closes process coverage gaps.
  • Coordinates with the Supervisor and delivers training when required.
  • Assists employees with daily collection questions and concerns
  • Additional responsibilities specific to the client
  • Ensure all work is performed in compliance with Company Policies as well as local, state and federal collections laws and regulations
  • Miscellaneous duties as assigned.

 

Qualifications:
  • High school diploma or equivalent.
  • Excellent oral and written communication skills.
  • Possesses strong leadership skills.
  • Knowledge of FDCPA and state laws
  • Able to change direction as needed in order to meet the needs of customers; both internal and external.
  • Can work under pressure and assist where required in meeting critical deadlines.
  • Capable of maintaining confidentiality.

 

The above statements are intended to describe the general nature and level of work performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties and requirements.

 Convergent Outsourcing, Inc., is an Equal Opportunity Employer (EOE)

Any employment offers are contingent upon successfully passing a Criminal Background Check and/or Drug Screen.

 

 

Source: http://jobs.jobvite.com/convergent/job/omk18fwz
Dec 11, 2018
Director of Content Marketing - Santa Monica
CallFireSanta Monica
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About us: 

A Santa Monica-based tech company, EZ Texting's voice and text marketing platform is revolutionizing how businesses communicate. We are passionate dreamers who believe that technology can make a meaningful difference to an organization's success. Located in the heart of Santa Monica, we've created a unique work-space that the Los Angeles Business Journal has named one of the Top 100 places to work in LA -  for the last four years running.  Come find out why!

Overall responsibility  

As our Director of Content Marketing, you will be responsible for EZ Texting�s overall content strategy, execution, and syndication. You'll develop a comprehensive content strategy to drive awareness and build our brand. You will accomplish this by leveraging our existing EZ Texting properties, creating entirely new content (thought leadership pieces, eBooks, whitepapers, press op-ed�s, customer stories) to drive leads and user awareness, assets, or a combination of both. To achieve your goals you'll collaborate cross-functionally with other business leaders throughout our Marketing, Sales, Product, and 3rd party vendors. You will implement rigorous project management processes to ensure content time-frames and purpose are communicated to stakeholders. Closely work with demand generation team to optimize content goals as they relate to leads and opportunities.

Responsibilities 
  • You'll create and lead our content development and syndication strategy. This includes owning the budget, and managing our content platform, in terms of structure, aesthetics, and tools.
  •  Leverage market data to develop content themes/topics and execute a plan to develop the assets that best aligns to EZ Texting�s customer buying cycle.
  •  Establish work flow for requesting, creating, editing, publishing, and retiring content.
  •  On a daily, weekly, and monthly basis, you'll manage our content flow, to ensure that both deadlines and high-quality standards are met.
  •  You'll ensure our content is on-brand. You'll edit for consistency in tone, comply with SEO best practices, and collaborate with Design to create assets that bring our content to life.
  •  You'll contribute editorial content for EZ Texting blog and external publications.
  •  You'll conduct and publish education industry research reports.
  •  Develop and manage an external team of content contributors, writers, and consultants.
  •  Comprehensive and ongoing measurement of the performance of individual pieces of content and the overall content program.
  •  You'll also interview our key customers, partners, and influencers as well as industry experts, to source content and develop stories that truly engage our readers.
  •  

Required Skills 
  •  Bachelor�s degree in Journalism, Communications, Marketing or comparable field including Digital Marketing required.
  •  You have 5+ years� experience in a content marketing or editorial role, either at a media organization or content team in a consumer-facing company.
  •  You have a proven track record of building content strategy and content organizations to accomplish business goals.
  •  You're a seasoned leader, while also being a team player. You have solid experience in hiring and leading a team to deliver upon high-quality standards, though you expect to roll up your sleeves and be involved in the process, as well.
  •  You have excellent written and verbal communication skills.
  •  You have meticulous attention to detail and top-notch spelling, grammar, proofreading and editing skills.
  •  Key content marketing skills, including: editorial, strategic planning, project management, analytical.
  •  Clear articulation of the business goal behind the creation of a piece (or series) of content.

 

Benefits
  • Fully paid medical, vision, dental and life insurance
  • 401(k) Plan
  • Paid vacation
  • Unlimited sick leave
  • Fully stocked kitchens
  • And many more additional perks�

Source: https://callfire.hrmdirect.com/employment/job-opening.php?req=930386&&&nohd#job
Dec 11, 2018
Salesforce Engineer - Santa Monica
CallFireSanta Monica
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About us:

A Santa Monica-based tech startup, EZ Texting's voice and text marketing platform is revolutionizing how businesses communicate. We are passionate dreamers who believe that technology can make a meaningful difference to an organization's success. Located in the heart of Santa Monica, we've created a unique work-space that the Los Angeles Business Journal has named one of the Top 100 places to work in LA -  for the last four years running.  Come find out why!

Job Description:

Looking for a contract Salesforce Engineer.  The Salesforce Engineer will be involved with Administration, Configuration, Development and Testing with 2 to 3 Years of relevant experience.

Knowledge and exposure to Integrations, APIs, Administration, System Integration and Custom Coding is required. 

The candidate should be able to configure Salesforce to meet business needs.  

Knowledge of Agile practices and methodologies preferred. 

Bachelors or more in related field with Excellent communication skills needed.

 

Source: https://callfire.hrmdirect.com/employment/job-opening.php?req=929177&&&nohd#job
Dec 11, 2018
Client Services Clerk - Renton
ConvergentRenton
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Description


Come join our thriving team! Build Your Future Here!

Full-time with Benefits package available;
401K, Health, Vision, Dental!

Established more than 60 years ago, Convergent is one of America’s largest business process outsourcing, receivables management and outsourcing companies, with twelve operating centers across four time zones.

We are currently seeking ambitious, self-motivated, driven TEAM MEMBERS for a challenging, intense and ever-evolving career in the collections arena.  This an opportunity to join an established team; immediately benefiting from the wealth of collective experience from our team while being supported by a strong and savvy, management team.


Position Summary:
Responsible for processing all incoming and outgoing mail, scanning and filing in a timely manner as well as distributing interoffice mail and answering reception phones.

Duties, Responsibilities, and Expectations:
  1. Processing the incoming mail and outgoing mail.
  2. Properly noting and distributing consumer letters.
  3. Process automated consumer dispute verifications.
  4. Properly noting and responding to consumer emails received through website.
  5. Answering reception lines, including routing consumers or client phone calls to the proper employees.
  6. Scanning and distributing all incoming correspondence in a timely manner.

Qualifications:

Education & Experience:
High School diploma or equivalent is preferred.

Knowledge & Skills:
Ability to work well with others as wells as independently.
Previous experience with data entry is preferred.
Good written and verbal communication skills
Ability to type 45 wpm

The above statements are intended to describe the general nature and level of work performed by people assigned to this job.  They are not intended to be an exhaustive list of all responsibilities, duties and requirements. 

Convergent Outsourcing, Inc., is an Equal Opportunity Employer (EOE). Any employment offers are contingent upon successfully passing a Criminal Background Check and/or Drug Screen. 

 

 

Source: http://jobs.jobvite.com/convergent/job/ogr08fwz
Dec 9, 2018
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