| Collections Service Delivery Manager - |
| Echo Managed Services |
| Quick View | Show Me The Details |
Walsall, West Midlands
Closing date July 30th 2017
Salary Dependant on experience
Full Time Hours
1 Position Available
We currently have a vacancy for a Collections and Revenue SDM based at our Head Office in Walsall. Reporting to the Head of Operations, the key responsibilities of this role include:
- Responsibility for the operational management and delivery of the Collections operation covering inbound/outbound collections including processes, payment processing and credit/debit management.
- Responsible for the delivery of debt targets ensuring compliance with all relevant SLA’s
- Ensuring the collection processes are aligned to the client’s collection policy.
- Develop new credit and collection processes to improve effectiveness
- Establish mechanism to keep up to date with technology advancement developments relating to credit management making relevant recommendations.
- Ensuring client is up to date and informed on operational performance and management including exceptions to the collections process.
- Assist the client in developing collection strategies and also liaise closely with the debt analysts to ensure collections performance is optimised
- Planning and cost managing to minimise the likelihood and effect of ad-hoc events.
- Develop relationships with all areas of the business to minimise unnecessary and/or repeat contacts in order to reduce workload in other areas.
- Ensure continuous improvement is embedded into the operation and is documented appropriately within the Quality system. Involvement in both internal and external audits will be required.
- Ensure budget management and utilisation to deliver targeted requirements
With proven debt collection and revenue maximisation environment experience, you will be used to working on your own initiative and will have the ability to assimilate information and act accordingly. You will be required to analyse information and data effectively to produce quality management information and reports.
As an experienced people manager you will have the ability to drive through performance improvement in a collections environment. Excellent communication and leadership skills are essential; along with the ability to manage and prioritise your (and your teams) workload and target delivery. You will have knowledge of debt collection and revenue maximization environments. You will be results orientated and believe in a team ethos that values individuals and supports progression.
Source: http://www.echo-ms.com/careers/collections-service-delivery-manager |
| Jul 24, 2017 |
| Rapid Service Desk Support Analyst (Internal Only) - |
| Echo Managed Services |
| Quick View | Show Me The Details |
Walsall, West Midlands
Closing date August 4th 2017
Salary Dependent on Experience
37.00 Hours
1 Position Available
Internal Vacancy
Echo provides customer process management and software services for UK and Ireland regulated organisations. In total, the Echo Group has approximately 650 employees at shared service centres in the UK and India. Our mission is to reinforce a position as our customer's most trusted partner by continually delivering products and service improvements that will release efficiency savings for our clients.
In the UK water industry, Echo's RapidXtra billing and customer care system has a formidable track record of smooth implementations, on time and to budget, and of reliable and accurate billing cycles. RapidXtra is built specifically for the needs of UK water customer service operations, and the real benefits are in the rich, robust and proven functionality it delivers and the efficiencies it enables.
About the role:
Echo West Midlands are currently recruiting for a Service Desk Support Analyst. The team is responsible for system support of the RapidXtra software, and system administration duties including annual billing for the hosted clients.
Reporting to the Service Desk Manager, the key responsibilities of the role include:
- Manage client support calls from initial logging through to successful resolution
- Escalation of high priority issues to the relevant team, providing regular updates to the client
- Ensure accurate recording and monitoring of support calls by use of the service desk tool
- Maintain good communication between the Rapid service desk, Rapid developers, and clients
- Carry out analysis, and recreate the issue in the relevant test environment
- Provide all information required to allow the developer to understand the issue from both a functional and business perspective, including test scripts and scenarios which will be followed when the developer has completed the fix
- When required, perform testing on support issues
- Identify multiple occurrences of similar issues and flag for Root Cause Analysis (RCA)
- Produce management information and ad hoc reports as requested
- Liaison with third parties that have system interfaces
- Manage software releases to clients, including creation of the version release documentation
- Cover the operation of the support desk during the agreed hours currently 08:00 – 18:00 Monday to Friday (but potentially moving to 07:00 - 21:00 Monday to Saturday), including flexibility to last minute shift changes
- There may be a requirement for occasional travel to customer sites & possibly to the Echo India office
- Accurate recording and monitoring of system admin calls by use of the service desk tool
- Set up and maintenance of user access and permissions
- Management of daily and overnight batch processing
- Management of month end reporting
- System configuration, security and integrity
- Reporting and ad-hoc requests
- Investigation of hosting technical issues
- Creation and maintenance of incident logs
- Annual Billing
System Administration
Carry out system administration activities for clients operating under a managed service. These will include:-
- Accurate recording and monitoring of system admin calls by use of the service desk tool
- Set up and maintenance of user access and permissions
- Management of daily and overnight batch processing
- Management of month end reporting
- System configuration, security and integrity
- Reporting and ad-hoc requests
- Investigation of hosting technical issues
- Creation and maintenance of incident logs
- Annual Billing
Experience
- Previous experience within a service or help desk environment
- System administration experience ideally gained within a data & system critical organisation
- Previous experience working within a process driven environment
- Knowledge of Billing systems
- Water industry/utility knowledge desirable
- Software testing experience desirable
- Ability to produce high quality work to deadlines in line with the SLAs
- Strongly IT literate, including working knowledge of Microsoft office and windows explorer
- Highly data rational and analytical
- Excellent customer service skills and telephone manner
- Good communication skills both verbally and written
- Must be able to prioritise own workload
- Sets and maintains high standards in terms of accuracy
- Preferred current valid driving licence
Skills
- Ability to produce high quality work to deadlines in line with the SLAs
- Strongly IT literate, including working knowledge of Microsoft office and windows explorer
- Highly data rational and analytical
- Excellent customer service skills and telephone manner
- Good communication skills both verbally and written
- Must be able to prioritise own workload
- Sets and maintains high standards in terms of accuracy
- Preferred current valid driving licence
Personal Characteristics:
- Constantly seeks to improve and innovate in pursuit of excellence
- Flexible and resourceful
- People and team orientated
- Strong relationship builder
- Comfortable with scale, pace and complexity
- Strong motivation and time management skills
Qualifications:
- Good standard of education including GCSE grade C or above (or equivalent study) in Maths and English
- Preferred ITIL foundation certificate in IT Service Management - desirable
How to apply:
If you are interested in applying for this position please send your CV and covering letter to:
iwanttowork@echo-ms.com
Source: http://www.echo-ms.com/careers/rapid-service-desk-support-analyst-internal-only |
| Jul 21, 2017 |
| Technical Trainer - Akron |
| Virtual Hold TechnologyAkron |
| Quick View | Show Me The Details |
Job purpose
A Technical Trainer is responsible for preparing, conducting, and evaluating technical training sessions for Partners, Clients, and VHT employees.
Duties and responsibilities
- Design course materials handouts, instructor guides, student manuals, or similar materials of a technical nature used for computer-based training, online training (Virtual Learning Environment), and onsite training.
- Work with internal and external subject matter experts to document how technologies operate, are configured, and maintained in order to produce technical training material.
- Continuously revises material to meet new training requirements and to keep technical information up to date.
- Create engaging and interactive post-training assessments.
- Delivers training programs to clients either in a group classroom setting, online through an e-learning or Virtual Learning Environment, or on a one-to-one basis.
- Responsible for maintenance of hardware and software used for training purposes and recommending repairs and upgrades to management where appropriate.
- Maintains knowledge of relevant systems, software and online training technology.
- Makes sure all material is edited properly for syntax, grammar, content, and visual appeal. This may include editing work done by others.
- Assist in acquisition of new team members.
- Provide input on the emerging needs of the department.
- Maintain schedule flexibility, working on non-standard business hours and shifts, or as necessary.
- All other administrative tasks as assigned.
Qualifications
- Bachelor's degree or 2 to 4 years� experience directly related to the duties and responsibilities specified.
- Knowledge of learning theory and ability to organize and convey information in a clear, retention/transfer-focused, aesthetically pleasing and target appropriate manner.
- Strong knowledge of SCORM content generating tools, training development software, and Microsoft Office products is required
- Knowledge of current technological developments/trends in area of expertise.
- Ability to write, edit, and/or revise a range of technical documents, training material, and communications.
- Ability to communicate with and understand the requirements of professional staff in area of specialty.
- Ability to interact and communicate well with all members of an organization.
- Applicant must be self-motivating with a strong work ethic to excel in all assigned responsibilities
- Ability to travel domestically and internationally is required
What you Need to Know About Working at Virtual Hold Technology:
Choose your adventure!
Every individual at Virtual Hold Technology brings a powerful set of skills, ideas, backgrounds, and passions to their role. The result? A powerful, collaborative collection of teams that are transforming how customer experience solutions are designed, built, and deployed.
Our People
Our people are a unique set of individuals, each bringing their own talents and expertise to the challenge of improving how businesses interact with customers. Our global headquarters is in Akron, Ohio, and we have offices in Europe and in Asia Pacific.
Our employees bring multi-cultural backgrounds from around the world to VHT, enabling us to solve really hard problems, and have a lot of fun along the away. VHT is recognized as a top technology employer in the United States.
Our Culture
We work hard, but play hard too. VHT offers an environment where acceptance and inclusion are expected, talent is everywhere, a sense of humor is welcomed, and hard work is a given. If you are looking for an environment with high expectations and high rewards for great results, VHT may be the perfect fit for you.
Our Perks
How about we start with unlimited vacation � we offer that! Because working hard requires that you play hard too.
Working hard also means you need to work out hard to clear the mind and rejuvenate the body � VHT offers deeply subsidized health club memberships.
VHT is a family, and we recognize the critical role our employees� families play in our success � that�s why you�ll find company events happening throughout the year for employees and their loved-ones � golf tournaments, holiday parties, summer cookouts, evenings at the ballpark, and lots more.
Compensation matters! In addition to highly competitive salaries, VHT employees are eligible for bonuses based on individual performance, and on company revenue and profit. And of course, VHT offers a full array of health insurance, health savings, disability insurance, and matching 401k programs as a part of our employees� comprehensive compensation package.
Source: http://virtualhold.hrmdirect.com/employment/job-opening.php?req=588529& |
| Jul 21, 2017 |
| Outbound Sales Reps Needed for Access Worldwide & AT&T - Augusta |
| Access WorldwideAugusta |
| Quick View | Show Me The Details |
Source: https://accessww.catsone.com/careers/index.php?m=portal&a=details&jobOrderID=9633469
|
Access Worldwide &
AT&T
We are looking for residential outbound sales associates to sell telecommunications services (Internet / Telephone and Video Services).
As an Outbound Sales Associate, you will be responsible for identifying and servicing the needs of customers through making outbound sales calls, building rapport, and recommending new services to prospects and customers on existing accounts.
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.
Hourly Wage:
$12.00 / hour + commission
Production Schedule:
Monday - Friday 10:00 am - 6:30 pm w/ Rotating Saturdays
Training Start Date:
August 7, 2017
Training Hours:
Monday - Friday 10:00 am - 6:30 pm
Dimension & Scope:
Interface with customers via outbound calls for the purpose of selling new services to prospects and customers on existing.
Principal Duties and Responsibilities:
- Maintain a sales quota via providing a positive customer experience by making outbound sales calls to businesses located in different regions of the country.
- During conversations with customers, you will need to be able ask appropriate discover questions to help identify new sales opportunities as well as opportunities to add additional accounts and services.
- Listen attentively to customer needs and concerns; demonstrate empathy.
- Clarify customer requirements; probe for and confirm understanding of requirements or problem.
- Confirm customer understanding of the solution and provide additional customer education as needed.
- Prepare complete and accurate work and update customer file.
- Communicate effectively with individuals/teams in the program to ensure high quality and timely expedition of customer requests.
- Contribute ideas on ways to resolve problems to better serve the customer and/or improve productivity.
- Participate in activities designed to improve customer satisfaction and business performance.
- Occasionally use decision-support tools to answer questions.
- Solve problems that are sometimes unstructured and that may require reliance on conceptual thinking.
- Offer solutions to issues that are often non-standard/non-routine and require some clarification.
- Maintain broad knowledge of client products and services.
Education & Professional Certifications:
High school diploma or equivalent experience.
Candidate Profile:
- Minimum six months in/out-bound sales and/or call-center experience preferred.
- Proficient computer skills, including experience operating within a Windows environment and internet navigation skills.
- Ability to communicate in a clear and effective manner, both verbally and in writing.
- Ability to build rapport over the phone, being able to recommend and present solutions, and responding to customer concerns.
- Excellent customer service skills and the ability to adapt to customer situations.
- Availability to work weekend shifts and other schedules based upon client need.
- 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 Monday
- 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
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| Jul 21, 2017 |
| Resource Planner – Scheduling - Lichfield |
| Douglas JacksonLichfield |
| Quick View | Show Me The Details |
Ref: DJPF1117
Job Title: Resource Planner – Scheduling
Location: Midlands
Salary £25,000
I am looking for a Resource Planner who has a previous track record of scheduling in a field based environment or someone within a front or back office.
The Role:
The role holder will be responsible for ensuring the creation and full optimisation of bookable appointment slots for both field and Business Operations.
Duties:
- Develop Robust Plans
- Ownership of relationship with Operations for the utilisation of their resources in the Planning & Scheduling of work.
- Ensure that CRM accurately reflects the resource tools available
- Create schedule templates for all operational staff
Person:
- This position would be suitable for an experienced Scheduler who is looking to work in a field based and business planning role. The successful candidate will have prior knowledge of scheduling, ideally in a field environment or within a front or back office.
- Knowledge of resource planning in an operational environment.
- You will be able to prioritise workload to ensure all targets are met and have proven experience of building and developing strong working relationships.
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, 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. |
| Jul 21, 2017 |
| Innovation Manager - Portland |
| StefaniniPortland |
| Quick View | Show Me The Details |
Created in 1987, Stefanini is a $1B global IT provider of business solutions with locations in 39 countries across the Americas, Europe, Australia, and Asia. With more than 22,000 employees, Stefanini provides onshore, nearshore, and offshore IT services to increase the efficiency of operation in midsize, large, and global enterprises. Services include: application development, IT infrastructure outsourcing (help desk and desktop support), systems integration, consulting, and strategic staffing.
Stefanini is seeking an Innovation Manager to drive innovation and thought leadership in the Retail sector for one of its largest clients. The role involves understanding and capitalizing on technology trends such as Social, Mobility, Analytics, Autonomics, in-house technology platforms, Cloud, etc. to help drive innovation and transformation by helping to redefine workplace services and end-user computing within the clients engagement model. The technologies and processes introduced and implemented should focus on not only enriching the end-user experience but also improving global efficiencies in a risk mitigated and cost efficient manner. The Innovation Manager will own and drive key “bold innovation plays” within the specific account in collaboration with corporate Innovation leadership and ecosystem, to advance and implement solutions aligned with business outcomes.
Job Responsibilities:
- Create a meaningful innovation strategy and road map that drives innovation, transformation, and thought leadership at regular intervals throughout the global engagement model
- Develop effective working relationships with all stakeholders within the client organization as well as within Stefanini
- Ability to be a strategic thinker and demonstrated strategic leader
- Manage and lead efforts to ensure our company’s capability to develop innovative strategies, products and processes that enhance our competitive advantage
- Ability to quantify the strategy and identify gain-sharing opportunities.
- Ability to identify the people, processes, and infrastructure needed to executive on the strategy
- Facilitate innovation in the organization by leading and playing an active role in the innovation process
- Lead Innovation teams and facilitate workshops to assist in capturing and interpreting the articulated and unarticulated needs of our client.
- Utilize outside resources to find new sources of ideas, technical innovation solutions, and obtain new innovation tools and best practices
- Strategic Planning: Assist leaders in the development of proposals to further build an innovation culture. Work with all internal and external partners to strengthen innovation strategy and ensure a curriculum content rich in content and freshness.
- Relationship-building: Develop and sustain relationships and alliances with key partners to support innovation
- Communication: Promote innovation initiatives to continue to grow existing excitement and participation in the programs. Communicate results and new approaches to leadership team.
Required Qualifications:
- Bachelor's Degree
- Experience in managing or working in global engagement models and complex, matrixed environments
- 7+ years’ experience in Business Development & Project Management
- 3 – 5 years’ experience as a Transformation or Innovation Management
- Experience in the Retail vertical is preferred
- Excellent strategic thinker and demonstrated strategic leadership in a related role
- In-depth understanding of IT industry dynamics
- Ability to communicate with and present to large groups as well as to senior management (including board level)
- Experience with facilitation of workshops
- Must be comfortable with ambiguity, possesses a mentality that thrives on change
- Ability to recognize and stimulate new ideas with high potential impact
- Experience demonstrating commercial sense, negotiation, and business strategy development
- Possess strong initiative with ability to organize and motivate teams to project completion
- Ability to negotiate and influence support across a large organization
- Combine a Next-Gen entrepreneurial attitude with interests in business and design thinking
- Open mindset, working independently, as well as in group
- Future-thinker, generate new ideas with a clear business model
- Project Management and client communication
- Able to make clear presentations, and defend your opinion with confidence.
Preferred Qualifications:
- Master's Degree in Business or technical field.
- Proven experience working with diverse people/groups on novel creative projects converting ideas from concept to Proof of Concept/Prototypes.
- Experience with lean start up principles.
Source: https://chc.tbe.taleo.net/chc01/ats/careers/requisition.jsp?org=STEFANINI&cws=39&rid=21326 |
| Jul 21, 2017 |
| Application Solution Architect (AMS) - Southfield |
| StefaniniSouthfield |
| Quick View | Show Me The Details |
Created in 1987, Stefanini is a $1B global IT provider of business solutions with locations in 39 countries across the Americas, Europe, Australia, and Asia. With more than 22,000 employees, Stefanini provides onshore, nearshore, and offshore IT services to increase the efficiency of operation in midsize, large, and global enterprises. Services include: application development, IT infrastructure outsourcing (help desk and desktop support), systems integration, consulting, and strategic staffing.
As a Solution Architect you are responsible for developing frameworks, tools, methods, and solutions to advance and support practice area growth within your field of expertise. You are recognized as the subject matter expert both internally and with customers developing complex technical solutions as part of an overall solution framework and engagement team. This role will translate client needs into specific technical requirements that are agreed upon contractually and with the line of business members ultimately responsible for operating them; including conceptual services design, detailed costing, contractual statement of work, and SLAs.
Job Requirements
Education and Certifications:
- Bachelor’s degree desired with Technology Focus
- 10+ years of work experience in consulting company in the of Application Management Services (Application Support, Development, Enhancements)
- 3+ years of work experience in the pre-sales & solution area
- 3+ years of work experience managing SAP AMS
- Scrum, PMP, ISO20K, ITIL certifications or ITIL design process experience a plus
- Design thinking training certificate is a plus
- Advanced Excel, PowerPoint, Visio
Required Skills and Competencies
- Strong verbal and presentation skills, with the ability to tailor dialog to Executive level audience
- Ability to dialogue credibly at a very technical detail level within field of expertise and engaging at both technical, CIO, and executive levels as needed
- Demonstrated experience in developing and designing successful delivery solutions with ability to consultative approach with customers and ability to articulate technical concepts using simple business language for the non-technical
- Energy, dynamism, creativity, team-work, pro-activity, flexibility, focus on results
- Flexibility and resilience to work with several parallel activities and tied deadline dates
Responsibilities
- Receive from the Commercial area the demands for development of client application solutions, analyze and understand their needs, and if necessary, indicate the need to involve other profiles to participate on the solution;
- Interact with clients and/or Commercial area to clarify questions and collect additional information aiming to identify the design of the solution most appropriate to the client demand;
- Identify opportunities and differentials that can offer competitive advantage in the solutions for commercial proposals and mention successful cases;
- Develop the tools, methods and requirements to accurately assess risk, value, and architectural direction of opportunities within expertise.
- Create technical and services solutions that are market competitive as well as targeting specific client needs
- Identify & design innovative options for existing client contracts to ensure client retention during renewal periods
- Develop "blueprint" technical solutions in both pre-sales, and where appropriate, post sales initiatives
- Develop the transformative storyboard translating client's journey from Current Mode of Operation through Future Mode of Operation in alignment with the client's business objectives
- Remain current with new technologies and innovations and recommend new technologies when appropriate
- Maintain certifications relevant to role
- Analyze the demands and design the solution through the most appropriate tools and technologies, considering the necessary technical resources and the expected costs to meet the clients' needs;
- Interact with the Commercial, Delivery and other internal staff to present and detail the design of the solution and the values and pricing verified;
- Coordinate the internal solution review processes, elaborate the technical defense, participating actively and involving the resources as required in the solution;
- Lead and execute the processes to transfer the approved solution for the launch team and Delivery area
- Analyze and identify with the Commercial area the reasons for solutions not approved by customers, for database generation with "lessons learned";
- Keep the management tool updated and in control on the status of the opportunities;
- Participate in the monthly executive meeting to present the consolidated results
- Train the Commercial area on the services offered in your area of expertise;
- Interacting with the Financial, Infrastructure, Human Resources and Marketing area, to collect data and information in the studies to dimension the solutions demanded by the clients;
- Collaborate with the financial and pricing area to calculate the cost for the proposed solution;
- Participate in the meetings with the Commercial area and clients to present the technical defense of the solutions developed;
- Study the reasons for solutions not approved by customers for database generation with "lessons learned";
- Research, identify and propose new solutions and technologies to improve the company's solution offerings and fulfill the demands as described in the RFP's.
Source: https://chc.tbe.taleo.net/chc01/ats/careers/requisition.jsp?org=STEFANINI&cws=39&rid=21329 |
| Jul 21, 2017 |
| Helpdesk Technician I B/T - Southfield |
| StefaniniSouthfield |
| Quick View | Show Me The Details |
Job Responsibilities:
- Provide professional end-user support via telephone, email or web submits
- Provide restorative or maintenance actions to resolve end-user problems
- Responds to end-user problems based on standard procedures
- Track incidents and calls, including but not limited to, entering data into the database timely and accurately
- May be responsible for ensuring systems are configured properly
- Regularly check, read and respond to emails from users, management, and client
Skills, Licenses, Knowledge, Education and Training Requirements:
- High school diploma or equivalent required
- Prior Tier I help desk experience
- Requires excellent customer service skills
- Solid foundation of Personal Computer experience
- Troubleshooting capability
- Overall knowledge of desktop productivity products
- Ability to work in a team environment
- Proven ability to remain flexible in a changing environment
- Attendance and schedule adherence are requirements of this position
- May require additional project-specific training
- Experience troubleshooting printers
- Lotus Notes/Office 365 experience
- Ability to fluently speak and write in Portuguese preferred
The preceding job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.
Source: https://chc.tbe.taleo.net/chc01/ats/careers/requisition.jsp?org=STEFANINI&cws=39&rid=21083 |
| Jul 21, 2017 |
| ITIL Practice Lead - Southfield |
| StefaniniSouthfield |
| Quick View | Show Me The Details |
Created in 1987, Stefanini is a $1B global IT provider of business solutions with locations in 39 countries across the Americas, Europe, Australia, and Asia. With more than 22,000 employees, Stefanini provides onshore, nearshore, and offshore IT services to increase the efficiency of operation in midsize, large, and global enterprises. Services include: application development, IT infrastructure outsourcing (help desk and desktop support), systems integration, consulting, and strategic staffing.
The ITIL Practice Lead is responsible to provide ITIL process consulting to Stefanini’s internal operations as well as to external clients. The position will be located in Southfield, MI but will act in a global capacity, supporting our global operations as needed.
Responsibilities:
Specifically, the ITIL Practice Lead role is responsible for ITIL Consulting Services, which include the following responsibilities, but are not limited to:
- Serve as the Subject Matter Expert (SME) in the evolution of the IT Service Management strategy, execution, and maturity.
- Guide customers through IT Service Management maturity.
- Maintain organizational process documentation and seek opportunities for process improvement
- Assist with oversight of program performance and ensuring compliance with ITIL best practices.
- Manage through influence, but without direct management authority. Use capabilities to influence customers and stakeholders, and properly manage divergent expectations.
- Partner and collaborate with cross-organizational functions to deliver on objectives, achieve program goals, and properly manage divergent expectations by engaging effectively with stakeholders at all management levels, including architects and strategists, technical IT subject matter experts, business partners, vendors, and senior management.
- Build service definitions for user self-service request catalog and CMDB.
- Assist sales organization to grow ITIL Consulting Service.
- Perform gap analysis and process assessments, Process design for client organizations.
- Develop best in class IT Service Management processes and documentation (internal and client organizations).
- Provide EXIN certified ITIL Foundations and ITIL Intermediate training.
- Provide ITIL Awareness and process training for internal operations.
Required Qualifications:
- ITIL Foundations certified.
- ITIL Intermediate certification in Service Operations and Service Transition processes.
- 5+ years IT Service Management consulting as a senior consultant
- Strong leadership qualities and organizational skills as well as the ability to adapt quickly to changing priorities, assignments, and roles.
- Independent judgment and mature decision making skills to deal with projects that often have enterprise-wide scope and may have significant financial and compliance impacts.
- Ability to work independently, yet seamlessly integrate activities with other teams when needed.
- Strong verbal, including presentation/training, and written communication skills.
- Strong relationship management skills, ability to lead and manage projects.
- Strong operational knowledge of IT functions, especially Service Desk.
- Self-motivated, able to work independently and reliably.
- Ability to work flexible schedule based on customer need.
- Knowledge/experience of IT service desk, Desktop etc. Operations knowledge is a must.
Preferred Qualifications:
- ITIL Expert certification.
- Six-Sigma Green Belt certified.
- Experience in a business analyst or process owner/manager role.
- Advanced knowledge of the CA Service Desk and ServiceNow tools, including the CMDB and Request Catalog applications.
- Able to travel, US and international (20 – 25%)
Source: https://chc.tbe.taleo.net/chc01/ats/careers/requisition.jsp?org=STEFANINI&cws=39&rid=21327 |
| Jul 21, 2017 |
| Network Engineer - Southfield |
| StefaniniSouthfield |
| Quick View | Show Me The Details |
Created in 1987, Stefanini is a $1B global IT provider of business solutions with locations in 39 countries across the Americas, Europe, Australia, and Asia. With more than 22,000 employees, Stefanini provides onshore, nearshore, and offshore IT services to increase the efficiency of operation in midsize, large, and global enterprises. Services include: application development, IT infrastructure outsourcing (help desk and desktop support), systems integration, consulting, and strategic staffing.
- The Network Engineer will be expected to perform local, remote and inter-networking design, implementation and documentation;
- Utilize and integrate network components such as bridges and routers;
- Monitor the performance of the network platform and making technical recommendations on improvements if necessary;
- May identify business leads, interface with sales and provide input into technical proposal development;
- Coordinate and take lead of assigned projects in all technical and communication aspects;
- Provide technical networking support to customers and peers;
- Support the implementation and ongoing operations of network access control devices to include firewalls, web proxies, and SSL VPN devices;
- Work collaboratively across a variety of business units to implement new technology;
- Build and configure solutions in the development, test and production environment; including documenting the security infrastructure and design;
- Manage problems, maintain vendor relationships, and assist operation with vendor escalation and issue resolution;
- Facilitate device refresh of network security devices with a focus on capacity, manageability, and security of new and existing security infrastructure;
- Design, deploy, and support enterprise class devices;
- Troubleshoot issues including network protocol and log analysis, raw data captures, and the correlation of disparate events spanning multiple devices and platforms;
- Enterprise network architecture, design, and support including network hardware, network protocols, and data flows.
Skills, Licenses, Knowledge, Education and Training Requirements:
- Bachelor’s Degree or equivalent
- CCNA or CCNP Certifications or equivalent
- 3-4 years of experience in network design, implementation and documentation
- 3-4 years of experience in implementation of network improvements
- Experience with switching / routing / Wi-Fi and FW/VPN on Cisco platform
- Experience with Checkpoint firewalls:
- Design and maintain Checkpoint Firewall-1/VPN-1 solutions (R65 and above)
- Upgrade HW/SW gateways and management
- Work with IP appliance platforms
- Create VPN tunnels to customer networks
- Knowledge of ‘Traditional mode’ configurations
- Knowledge of encryption technologies, PKI and firewall systems
- Knowledge of networking in general, TCP-IP, routing protocols, etc.
- Beneficial knowledge of VoIP
- Excellent communications skills
- Strong planning and organizing skills
- Excellent troubleshooting skills
- Excellent problem resolution skills.
Source: https://chc.tbe.taleo.net/chc01/ats/careers/requisition.jsp?org=STEFANINI&cws=39&rid=21325 |
| Jul 21, 2017 |
| Pre-Sales Solution Architect – ITO - Southfield |
| StefaniniSouthfield |
| Quick View | Show Me The Details |
Created in 1987, Stefanini is a $1B global IT provider of business solutions with locations in 39 countries across the Americas, Europe, Australia, and Asia. With more than 22,000 employees, Stefanini provides onshore, nearshore, and offshore IT services to increase the efficiency of operation in midsize, large, and global enterprises. Services include: application development, IT infrastructure outsourcing (help desk and desktop support), systems integration, consulting, and strategic staffing.
The focus of this job is on achieving results which are aligned with the larger picture of the organization and its strategic goals. Initiative, coupled with a sense of competitive drive, and the ability to stay focused on results despite changing conditions, is the key to achieving the performance objectives of this job. Because environmental and organizational conditions change rapidly, the work involves innovation and creativity in generating ideas for quick response. Decision-making is focused on implementing practical, timely solutions. The job requires getting things done quickly and handling a variety of activities. Self-assurance, and the confidence to purposely drive toward results while constantly problem-solving and engaging the commitment of others is essential. A leadership style that is firm and goal oriented, and yet motivates, trains, and engages others in an enthusiastic way is important. The emphasis on building rapport and relationships with individuals and groups requires an outgoing, poised and persuasive communication style. Because the pace of the work is faster than average, the ability to learn quickly and thoroughly while continually recognizing and adapting to changing conditions is critical. The scope of the job may require effective delegation to proven people. Especially routine and repetitive details should be delegated but with responsibility for follow up and accountability for timely results. While the job requires the ability to act independently, a sense of urgency and the confidence to handle a variety of challenges, a full commitment to the success of the business and high standards of achievement are expected in this position. The emphasis is on results, and effective systems that achieve results through and with people, rather than on the details of implementation. The job environment is flexible, constantly changing and provides growth opportunity, recognition and reward for the achievement of business results.
FUNCTIONS AND RESPONSIBILITIES:
As a Solution Architect you are responsible for developing frameworks, tools, methods, and solutions to advance and support practice area growth within your field of expertise. You are recognized as the subject matter expert both internally and with customers developing complex technical solutions as part of an overall solution framework and engagement team. This role will translate client needs into specific technical requirements that are agreed upon contractually and with the line of business members ultimately responsible for operating them; including conceptual services design, detailed costing, contractual statement of work, and SLAs.
FUNCTIONS AND RESPONSIBILITIES
- Receive prospective or client demand information from the sales team for the development of solutions, analyze and understand their needs, and if necessary, indicate the need to involve other cross functional teams, partners, or other business enterprises to participate on the solution.
- Interact with clients and/or Sales area to clarify questions and collect additional information aiming to identify the design of the solution most appropriate to the client needs.
- Identify opportunities and differentials that can offer competitive advantage in the solutions for sales proposals and present successful historical company cases.
- Develop the tools, methods and requirements to accurately assess risk, value, and architectural direction of opportunities within expertise.
- Identify & design innovative options for existing client contracts to ensure client retention during renewal periods
- Develop "blueprint" technical solutions in both pre-sales, and where appropriate, post sales initiatives
- Develop the transformative storyboard translating client's journey from Current Mode of Operation through Future Mode of Operation in alignment with the client's business objectives.
- Remain current with new technologies and innovations and recommend new technologies when appropriate
- Analyze the demands and design the solution through the most appropriate tools and technologies, considering the necessary technical resources and the expected costs to meet the clients' needs.
- Interact with the Sales, Delivery and other internal staff to present and detail the design of the solution and the values and pricing verified.
- Coordinate the internal solution review processes, elaborate the technical defense, participating actively and involving the resources as required in the solution.
- Lead and execute the processes to transfer the approved solution for the launch team and Delivery area.
- Analyze and identify with the Sales area the reasons for solutions not approved by customers, for database generation with "lessons learned".
- Keep CRM tool(s) updated and in control on the status of the opportunities.
- Participate in the monthly executive meeting to present the consolidated results.
- Train the Sales area on the services offered in your area of expertise.
- Interacting with the Financial, Infrastructure, Human Resources, Legal, Application Development, and Marketing area, to collect data and information in the studies to dimension the solutions demanded by the clients.
- Collaborate with the financial and pricing area to calculate the cost for the proposed solution.
- Participate in the meetings with the Sales area and clients to present the technical defense of the solutions developed.
- Study the reasons for solutions not approved by customers for database generation with "lessons learned".
- Research, identify and propose new solutions and technologies to improve the company's solution offerings and fulfill the demands as described in the RFP's.
REQUIREMENTS
- Experience presenting to and consulting with C-Level executives.
- Demonstrated experience in developing and designing successful delivery solutions and offering those solutions in a consultative selling approach.
- Ability to articulate technical expertise, designs, and concepts using simple business language for non-technical audiences.
- Energy, dynamism, creativity, team-work, pro-activity, and the ability to focus on results a must.
- Flexibility and resilience to work with several parallel activities and all tied to deadline dates.
- Work with project and proposal teams to architect business solutions for Stefanini ITO services.
- Develop scope of work documents and proposals for new clients, working closely with Stefanini’s Sales Team, Workforce Management, pricing, legal and various subject matter experts.
- Strong ability to lead brainstorming sessions, including process reengineering, design thinking and cost-benefit analysis.
EDUCATION AND QUALIFICATIONS
- Bachelor’s degree with technology focus.
- 10+ years of work experience in consulting company in the Infrastructure delivery area (End-users services and/or Workplace Management and/or Enterprise Services).
- 3+ years of work experience in the pre-sales & solution area.
- ITIL certification.
- PMP, ISO20k, or ITIL design process experience preferred.
- Design Thinking Training Certificate a plus.
- Advanced user in Outlook, Excel, PowerPoint, and Visio.
NOTE: Job description designed to indicate the general nature and level of work performed by employees within this classification. Not designed to contain or interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.
Source: https://chc.tbe.taleo.net/chc01/ats/careers/requisition.jsp?org=STEFANINI&cws=39&rid=21330 |
| Jul 21, 2017 |
| User Experience Designer - Southfield |
| StefaniniSouthfield |
| Quick View | Show Me The Details |
Created in 1987, Stefanini is a $1B global IT provider of business solutions with locations in 39 countries across the Americas, Europe, Australia, and Asia. With more than 22,000 employees, Stefanini provides onshore, nearshore, and offshore IT services to increase the efficiency of operation in midsize, large, and global enterprises. Services include: application development, IT infrastructure outsourcing (help desk and desktop support), systems integration, consulting, and strategic staffing.
Are you passionate for user centered design, adept in complex problem solving, with the ability to work across multiple business units, and international stakeholders to create solutions for a variety of technical business problems? Are you an empathetic entrepreneur who strives to make a positive change in both internal and external client cultures? Do you want to impact the technological direction of multiple organizations through the enablement of IT solutions? If you consider yourself a user experience design expert who is multi-talented and possess knowledge in human capital, design and technology with the ability to thoroughly understand the user and business goals, and then filter that understanding into a digital experience, then Stefanini has the job for you.
We are looking for a Design Practitioner who is passionate about human-centered design with hands-on experience in designing service, product, digital, interaction, and user experience. This position requires an individual who is proactive, strategic, independent, a self-motivated creative professional, capable of adapting quickly to a fast-paced environment. You must possess confidence, a sense of urgency, and take full ownership of your work and every detail of that work. This is an active hands-on role that will require a designer who can solve complex visual and interaction design challenges. The candidate must also have an extremely developed sense of design and impeccable attention to detail. As a UX Designer, you will create positive impact for people through innovation and design. You should be able to show great empathy for both clients and people inside Stefanini, striving to make a positive change in an organization’s culture of productivity.
You must possess excellent communication skills (verbal and written) and be able to lead, inspire, and interact with other team members, technical engineers, product and project managers, and other stakeholders globally to deliver fast results that yield high quality. The ability to clearly communicate research findings, concepts, detailed design, and design rationale both verbally and visually are a must.
Functions and Responsibilities:
The job requires setting and achieving specific standards for self and for others, an emphasis on meeting deadlines and continuous quality improvement and innovation. There is a strong demand for high quality, organized and repeatable results. The responsibilities are broad in scope, encompassing a wide variety of activities requiring rapid shifts in priorities. You will be part of a modern, lean, self-governing pre-sales team. Stefanini values transparency and trust in all that we do, continuously creating purpose in our work, questioning the status quo, encouraging individual mastery and autonomy within the workplace.
Responsibilities
- Apply Human centered Design Principles and Methods to create world-class client experience across multiple platforms, smartly bringing together user needs, business goals and technical realities.
- Work directly with businesses and prospects to design end-to-end experiences using participatory and iterative design techniques including ethnographic studies like contextual interviews, define the design problem and ideate range of possible solutions.
- Translate concepts into wireframes and mockups that lead to intuitive user experiences so end users feel as though the solutions provided are intuitive, simple and facilitates end user and business goals needs.
- Facilitate, design, and deliver client’s solution visions through qualitative and quantitative research and the use of multiple design tools that conceive the solution(s). These include: user stories, user journeys, wireframing, sketching, prototyping, and mocking up user experiences using a wide range of devices and interfaces for optimal digital product solution.
- Lead design teams for project initiatives when necessary.
- Make strategic design and user-experience decisions related to core, and new, functions and features.
- Take a user-centered design approach and rapidly test and iterate your designs.
- Take smart risks and champion new ideas.
- Contribute to Design Sprint engagements.
- Design user interfaces to improve user productivity, discoverability and simplicity.
- Create alternative design solutions, then evaluate them to choose the best approach to meet business and end user needs.
- Identify design problems, or simplify and distill complex processes into intuitive and elegant design solutions.
- Develop and maintain design wireframes, mockups and specifications as needed.
- Work with Stefanini Digital Structures and visual designers across the regions (Brazil/Latin America, EMEA/Romania), and interact as necessary to get the best solution.
Requirements
- Three or more years of UX/UI design experience (people, user flows, wireframes, A / B, Analytics).
- Ability to work with clients to understand detailed requirements and design complete user experiences that meet client needs and vision.
- Ability of argumentation and technical defense of proposals, in conducting with clients, dynamics, resourcefulness and disinhibition for all necessary defense.
- Extensive experience in using UX design best practices to design solutions, and a deep understanding of mobile-first and responsive design. Define interaction models, user task flows, and user interface specifications. Be attentive to incorporate the visual identity of social networks into features.
- Critical view and ability to propose graphical improvements in websites and web systems.
- A solid grasp of user-centered design and testing methodologies, subsystems, and usability and accessibility concerns.
- Ability to clearly and effectively communicate design processes, ideas, and solutions to teams and clients.
- Be passionate about all things UX and other areas of design and innovation. Research and showcase knowledge in the industry’s latest trends and technologies.
- Knowledge of developing digital interfaces.
- Solid knowledge of usability principles and standards.
- Design experience for desktop and applications (iOS and Android) as well as responsive design.
- Experience in creation for web projects.
- Experience in creating web design interface, UI / UX, concept and interaction design.
- Agility, focus and attention to detail.
Education and Qualifications
- Bachelor’s degree in Interaction Design, Industrial Design, or Instructional Design Engineering, Information Systems, or similar degree / experience required.
- Master in Human Computer Interaction Preferred.
- Qualitative and Quantitative Research skills.
- Adept at Design Management approach to product and service design, from usability, user research and insight generation to concept to deliverable.
- Successful track record of leading design projects and mentoring other designers.
- Problem solving and communication skills that demonstrate ability to be empathetic and understand user needs, translate those needs into modern and intuitive experiences, and justify design choices and adjust decisions based on feedback of internal and external clients.
- An in-depth understanding of how to apply the methodologies of visual design to complex interactions.
- Expertise in UX prototyping, collaboration software such as Sketch, Axure, OmniGraffle, InVision, UXPin, Balsamiq or other digital prototyping tools a must.
- Advanced level ability in Photoshop and Illustrator (Adobe Creative Suite).
- HTML5, CSS3, and JavaScript skills are a plus.
- Extensive experience and professional portfolio demonstrating experience in user-centered design methods including user research and synthesis, exploration, storytelling, detailed design, user testing and prototyping.
Source: https://chc.tbe.taleo.net/chc01/ats/careers/requisition.jsp?org=STEFANINI&cws=39&rid=21328 |
| Jul 21, 2017 |
| Finsktalande kundtjänstmedarbetare till Stockholm - Stockholm |
| Transcom WorldWideStockholm |
| Quick View | Show Me The Details |
Source: http://www.transcom.com/Careers/Open-Positions/Job-Page/?Key=https://zims.zerolime.se/?link=50029F10-2216-44A4-9834-B15D4A002D7F |
| Jul 21, 2017 |
| Jaunesnysis klientų aptarnavimo specialistas - Vilnius |
| Transcom WorldWideVilnius |
| Quick View | Show Me The Details |
AR TU:
ieškai, kur dėti pirmąjį žingsnelį savo karjeros kelyje?
nori dirbti didelėje perspektyvioje kompanijoje?
turi noro mokytis ir tapti puikiu specialistu?
Jei į visus klausimus atsakei taip - tapk vienos didžiausių skaitmeninės palydovinės televizijos konsultantas (-ė) telefonu!
JEI TU:
sklandžiai kalbi ir rašai lietuvių kalba;
moki kalbėti rusų kalba (privalumas);
problemas gliaudai kaip riešutus;
tau patinka kalbėti telefonu;
gali dirbti slenkančiu grafiku;
sugebi greitai įsisavinti informaciją...
ESI TAS, KURIO IEŠKOME!
TAU SIŪLOME:
biurą, kuriame rasi PS4 ir stalo futbolą;
galimybę darbą derinti su studijomis;
nepilną (32 val./sav.) arba pilną darbo dieną (40val./sav.);
darbo patirtį tarptautinėje kompanijoje;
kolegas, kurie visuomet išties pagalbos ranką arba iškeps pyragą!
Paskubėk ir nelauk paskutinės dienos! Atranka jau prasidėjo, o mokymai startuoja rugpjūčio 14 d.!
ATLYGINIMAS
Priklauso nuo rezultatų
Su perspektyva didėti
Source: http://www.transcom.com/Careers/Open-Positions/Job-Page/?Key=876 |
| Jul 21, 2017 |
| Demand Generation Manager - Markham |
| DoximMarkham |
| Quick View | Show Me The Details |
Who we are
Doxim is a leading provider of customer engagement software for financial service organizations. We operate in an interesting space with a lot of growth potential - for our organization and our people. We partner with financial institutions to help them transform their client experience, communicate more effectively throughout the client lifecycle and improve cross sell and upsell activities that drive increased wallet share.
We promote a performance-oriented culture. And while to some that translates purely as the work done at your desk, here at Doxim, that translates to competitive laser quest tournaments, in-house pancake making breakfasts, and inter-office food bank collection competitions.
Located in Markham, Ontario, we are one of the fastest-growing technology companies in Ontario. We are expanding quickly, and are seeking a Digital Marketing Manager to help us reach the next level.
The opportunity
The potential at Doxim is huge and we need a Digital Marketing Manager to drive all online demand generation initiatives including campaign creation and execution, website management and evolution, search optimization, marketing automation and lead nurturing programs. We need someone with a constant focus on key KPIs and the ability to educate all marketing team contributors on the importance of the data-driven approach in their respective functional areas.
Doxim was recently recognized as a Branham300 Top 25 Mover and Shaker. For a marketing professional, that means this is an opportunity to show tangible results of your work and solid revenue generation for a company like ours.
Who you are
You’re a digital marketing professional working in a B2B software company or marketing agency with extensive experience in marketing automation. You’re a program manager who can design email campaigns in their sleep - you know what a good campaign looks like, how to test subject lines, what content to use and how to create steps in this process.
Reporting to the VP, Demand Marketing, you will have the opportunity to work on a wide range of projects, expanding your skills and being exposed to cutting edge technology.
Here’s what our new Digital Marketing Manager will do:
- End to end lead generation strategy campaigns. You will devise, execute, track and report on all email marketing, content marketing, and other digital and offline campaigns.
- Testing. It will be your responsibility to design and execute effective A/B and multivariate testing within and across digital marketing platforms.
- Maintain our database. You will help maintain Doxim customer and prospect database, ensuring it is compliant with Canada’s Anti-Spam Legislation.
- Report and analyze. You will conduct and interpret all reporting and analytics for online activities including website, search marketing and social media programs.
- Continuous program improvement. You will make strategic recommendations for new online marketing programs and initiatives based on findings and insights.
- Lead and mentor. As a leader, you will manage and mentor marketing team members on established digital marketing procedures (e.g. on site optimization best practices, online digital marketing strategies, etc.)
And, here’s what we are looking for, you have:
- The experience. You have five or more years experience working in a full-stack digital marketing capacity in a B2B software company or marketing agency.
- The academic education. You have a university degree in Marketing, Business, Communications or a related discipline.
- The technical expertise. You have in-depth knowledge and hands on experience with the following:
- Marketo (expert)
- Salesforce CRM (advanced)
- The nice to have skills. Knowledge of web design and best practices for B2B websites including knowledge of WordPress CMS as well as google analytics and adwords experience are not required but would be considered an asset.
- The analytical mindset. You have strong analytical skills which you use to ensure an accurate “test and learn” approach is embedded in all digital programs
- The project management skills. You have excellent project management, planning and organizational skills. You are detail oriented and you work well under pressure.
- An impeccable communication style. You have exceptional and proven written and verbal communication skills, including the ability to present in a compelling and succinct manner.
Why join Doxim
At Doxim, we've grown steadily over the last 15 years and accelerated our growth - we’ve tripled in size - over the past five. We aren't losing any momentum any time soon. We work with hundreds of financial service providers to help improve their client communications, streamline document access, meet compliance requirements and reduce the expense, work effort and environmental impact associated with workflow, creation, and delivery of business critical documents.
We know that a happy work culture is an efficient, loyal and innovative team. Our senior leadership team is dedicated to offering mentorship and exposure to everyone that joins us. It’s how we retain our team members for so long: we gain loyalty by providing our people the space and support to innovate, to be heard, to get credit.
Source: http://doxim.applytojob.com/apply/JSoqyaYGrE/Demand-Generation-Manager |
| Jul 20, 2017 |
| Client Manager - San Antonio |
| ConvergentSan Antonio |
| Quick View | Show Me The Details |
Description
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 100+ agents and 5+ supervisors.
- Create and implement strategy to ensure performance objectives are met.
- Organize, direct, and monitor daily activities of agents and supervisors
- 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 client contacts; recommend corrective services to address customer complaints.
- Provide coaching and development feedback and provide leadership to all staff.
- Ensure all client compliance requirements are met.
- Monitor and ensure compliance with attendance, dress code, and all company policies.
- 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 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 utility industry regulated market credit/collections practices
Requirements:
- Minimum of 1 year of supervisory or management experience
- Thorough knowledge of Avaya
- Proficient with Microsoft Excel and Word.
- Availability to work from 7am-9pm weekdays, and weekend hours when necessary.
- Calculate figures and amounts.
- Analyze statistical requirements
- Coordinate multiple tasks simultaneously.
- Understand and respond to diverse population.
- Manage by Walking Around (MBWA)
Those meeting the requirements above and are currently meeting/exceeding their current job requirements may forward a current resume to Human Resources. Those currently on disciplinary action will not be considered at this time.
Resumes must be received no later than August 6, 2017.
IND123
Source: http://jobs.jobvite.com/convergent/job/oS1H5fwp |
| Jul 20, 2017 |
| Client Services Director - Lichfield |
| Douglas JacksonLichfield |
| Quick View | Show Me The Details |
Ref: DJKG1165
Job Title: Client Services Director
Location: Essex
Salary £60k to £70K (yearly bonus)
I am looking for a professional and corporate Client Services Director who has a previous track record of managing Blue Chip clients and managing a progressive and developing team.
My client has been established for over 20 years and represents some major corporate clients. They are looking for someone that can be an ambassador for the clients.
The Role:
This role is to develop the small team of Client Success Managers to ensure client requirements are met and accounts are developed. You will also manage a selection of high profile accounts and be expected to converse with them regularly by meeting, presentations and networking events.
Duties:
- To manage the delivery of a portfolio of accounts with the team
- To maintain client satisfaction within the team including retention, understanding the clients’ current and future needs and requirements
- Support the team with client proposals and the presentation of these
- Understand business trends and monitor client competitors
- Maintain regular communication with the board of directors, stakeholders and partners
- To be involved in the recruitment and development of the department
The Candidate
You must have managed a team of account / customer success managers previously as well as managing your own portfolio of accounts within a Contact Centre environment. Experience working at board level is important along with being able to take ownership and responsibility for the clients and the team focusing on “Best in Class” and “Added Value”
This position would be suitable for an experienced Client Services or Customer Success Director or Senior Client Service or Customer Success Manager, that has taken ownership of running a successful team and has a proven track record in account management and understanding clients’ needs and “Best in Class”
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, 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. |
| Jul 19, 2017 |
| Customer Success Manager - SAAS FOR WEALTH MANAGEMENT - Markham |
| DoximMarkham |
| Quick View | Show Me The Details |
SET-TO-ERROR
Source: http://doxim.applytojob.com/apply/dZM1LXH7iE/Customer-Success-Manager-SAAS-FOR-WEALTH-MANAGEMENT |
| Jul 19, 2017 |
| Director of Customer Support - Markham |
| DoximMarkham |
| Quick View | Show Me The Details |
SET-TO-ERROR
Source: http://doxim.applytojob.com/apply/4BAfqirYlt/Director-Of-Customer-Support |
| Jul 19, 2017 |
| Sales Engineer- West Coast - Wherever |
| Virtual Hold TechnologyWherever |
| Quick View | Show Me The Details |
Virtual Hold Technology is looking for an experienced West Coast Sales Engineer to join our team!
Summary of Job Position:
The Sales Engineer (SE) is a professional and self-directed role that must have the ability to function well in a distributed field sales organization. The SE�s primary roles are to support our sales efforts and contribute towards sales and development strategies. Additionally, the SE will be responsible for bringing critical customer requirements back into the development and marketing processes, and aligning our technical sales strategies with our Professional Services delivery capabilities.
Responsibilities:
- Work with customers to understand their products, capture their requirements, and prepare project proposals and contracts
- Manage and interpret customer requirements - speaking with clients to understand, anticipate and meet their needs
- Communicate features and applications effectively, demonstrating our expertise, and interacting with customers� engineering teams to illustrate our solutions
- Work in concert with our sales team to develop marketing materials, build relationships with customers, and act as a representative of VHT at industry events and meetings
- Meet with customers over the phone or on site to assist in technical aspects of business development
- Maintain records of customer communication and sales activity in our CRM and established internal communication systems
- Work with the engineering team to ensure development schedules and deliveries are understood and being met
- Manage multiple, disparate and concurrent solution engineering activities
- Participate in trade shows and other marketing activities; remain current with industry trends/competitive knowledge and to advise other engineers
- Responsible for �Transfer of Information� (TOI) to the Project Team
- Overcomes technical obstacles throughout the sales process
- Provides technical leadership and contact for Sales Directors
- Work with Marketing to develop and maintain VHT�s position relative to its competition and a lucid and accurate competitive matrix
- Work with Account Management and Sales Directors to define, categorize and mobilize a database of referenceable customers
- Work with various internal resources to assemble and maintain a lucid and accurate library of material to be used in Request for Proposal (RFP) responses
Requirements:
- Must possess strong presentation and writing skill; have the ability to facilitate sales with an emphasis on the technical aspect and have a comprehensive understanding of the overall Contact Center market
- 5-8 Years in a sales engineering/technical services/sales position. Telephony and Telecom industry is a must. Experience with Avaya, Genesys, and Cisco is preferred
- Excellent interpersonal skills, ability to work with diverse personality types
- Ability to express complex technical concepts effectively, both orally and in writing
- Must have exceptional communication, organization, and time management skills
- Ability to deal with multiple projects and deadlines
- Extensive travel will be necessary
What you Need to Know About Working at Virtual Hold Technology:
Choose your adventure!
Every individual at Virtual Hold Technology brings a powerful set of skills, ideas, backgrounds, and passions to their role. The result? A powerful, collaborative collection of teams that are transforming how customer experience solutions are designed, built, and deployed.
Our People
Our people are a unique set of individuals, each bringing their own talents and expertise to the challenge of improving how businesses interact with customers. Our global headquarters is in Akron, Ohio, and we have offices in Europe and in Asia Pacific.
Our employees bring multi-cultural backgrounds from around the world to VHT, enabling us to solve really hard problems, and have a lot of fun along the away. VHT is recognized as a top technology employer in the United States.
Our Culture
We work hard, but play hard too. VHT offers an environment where acceptance and inclusion are expected, talent is everywhere, a sense of humor is welcomed, and hard work is a given. If you are looking for an environment with high expectations and high rewards for great results, VHT may be the perfect fit for you.
Our Perks
How about we start with unlimited vacation � we offer that! Because working hard requires that you play hard too.
Working hard also means you need to work out hard to clear the mind and rejuvenate the body � VHT offers deeply subsidized health club memberships.
VHT is a family, and we recognize the critical role our employees� families play in our success � that�s why you�ll find company events happening throughout the year for employees and their loved-ones � golf tournaments, holiday parties, summer cookouts, evenings at the ballpark, and lots more.
Compensation matters! In addition to highly competitive salaries, VHT employees are eligible for bonuses based on individual performance, and on company revenue and profit. And of course, VHT offers a full array of health insurance, health savings, disability insurance, and matching 401k programs as a part of our employees� comprehensive compensation package.
Job Type: Full-time
Source: http://virtualhold.hrmdirect.com/employment/job-opening.php?req=587152& |
| Jul 19, 2017 |
| Senior Java Developer Lead - |
| Echo Managed Services |
| Quick View | Show Me The Details |
India
Closing date August 31st 2017
Salary Dependent on Experience
37 Hours
1 Position Available
Background
Echo Managed Services is currently driving an ambitious billing and customer intelligence software cloud transformation for the global utility market, partnering with Salesforce and Accenture.
We are a progressive organisation seeking to attract candidates who will relish the technical challenge and opportunity to develop their skills. There will be opportunity to travel globally and to the UK.
Please see our website for more information https://www.echo-ms.com/programme-atlas-careers
The Role
The Senior Java Developer will have the capability to communicate effectively with cross discipline teams including both technical and non-technical stakeholders to deliver the best possible solutions. They will help shape a team; that is responsive and agile; and can deliver modern day solutions that enhance overall business performance and outcomes. The ideal candidate for this role will possess a passion for technology and the ability to work in a fast paced environment, usually working on multiple projects at the same time.
Key responsibilities
- Translate business requirements and user needs into measurable improvement through technology
- Translate business requirements into usable solutions using modern tools and techniques to improve experiences
- Solve problems through smart technology solutions, identify quick wins, delivery proof of concepts, prove value and deliver quickly to a high quality
- Assist in the implementation of agile working practices
- Assist in the integration of DevOps into the business through collaborative working with both development and operations teams
- Work with other teams across to ensure solutions are best in class, are realistic and delivered in an optimised and agile way.
- Document and oversee the governance of development standards
- Develop well documented, reusable code which meets standards, is secure and reliable and promotes continuous development, continuous integration and continuous deployment
- Keep your knowledge up to date in a fast moving and evolving IT and Digital function
- Analyse and troubleshoot live issues when required
Technical Skills
- 3+ years’ experience of Java Enterprise Edition
- Experience of Hibernate
- Experience of Spring and Spring Boot
- Experience of designing high availability scalable solution
- Experience of Microservice architecture
- Understanding of multi-tenancy and common design patterns
- Knowledge of various PaaS platforms Heroku / Red Hat Openshift
- Experience using Jira to track and manage activities for self and the team
- Working knowledge of source control and particularly GIT
- Knowledge of Java packaging techniques and deployments
- Experience of Web Service integration
- Experience of Enterprise Service Buses ideally Redhat Fuse and Camel
Non-Technical Skills
- Strong English communications both written and verbal skills to communicate at all levels, including technical & non-technical, internal & external stakeholders and partners of the business.
- Estimation skills
- Ability to manage own workload and priorities
- Status reporting, tracking of progress
- Familiarity or exposure to ITIL
Source: http://www.echo-ms.com/careers/senior-java-developer-lead |
| Jul 18, 2017 |
| Senior Salesforce Developer - |
| Echo Managed Services |
| Quick View | Show Me The Details |
India
Closing date August 31st 2017
Salary Dependent on Experience
37 Hours
1 Position Available
Background
Echo Managed Services is currently driving an ambitious billing and customer intelligence software cloud transformation for the global utility market, partnering with Salesforce and Accenture.
We are a progressive organisation seeking to attract candidates who will relish the technical challenge and opportunity to develop their skills. There will be opportunity to travel globally and to the UK.
Please see our website for more information https://www.echo-ms.com/programme-atlas-careers
The Role
The Senior Salesforce Developer will have the capability to communicate effectively with cross discipline teams including both technical and non-technical stakeholders to deliver the best possible solutions. Applicants will be able to design and engineer Salesforce solutions based on business requirements using code that meets coding standard and is fully tested. The ideal candidate for this role will possess a passion for technology and the ability to work in a fast paced environment, usually working on multiple projects at the same time.
Key responsibilities
- Translate business requirements and user needs into innovative Salesforce solutions using modern tools and techniques to improve experiences
- Solve problems through smart technology solutions, identify quick wins, delivery proof of concepts, prove value and deliver quickly to a high quality
- Assist in the implementation of agile working practices
- Assist in the integration of DevOps into the business through collaborative working with both development and operations teams
- Work with other teams across to ensure solutions are best in class, are realistic and delivered in an optimised and agile way.
- Develop well documented, reusable code which meets standards, is secure and reliable, fully tested and promotes continuous development, continuous integration and continuous deployment
- Keep your knowledge up to date in a fast moving and evolving IT and Digital function
- Analyse and troubleshoot live issues when required
Technical Skills
- 3+ years experience of Salesforce
- Dev 401 certified (ideally Dev 501)
- Knowledge of Lightning Components
- Experience of Visualforce and Apex
- Can configure Salesforce using the declarative model (Custom Object, Fields, Validation Rules, Workflow, Flow, Process Builder, Approval Processes)
- Experience with Web Service integration
- Experience with the Force.com Data Loader
- Understanding of Salesforce deployments particularly using Force.com migration tool and Ant
- Working knowledge of source control and particularly GIT
- Understanding of Salesforce design patterns and best practice
- Experience taking requirements and developing design to deliver them
Non-Technical Skills
- Strong English communications both written and verbal skills to communicate at all levels, including technical & non-technical, internal & external stakeholders and partners of the business.
- Estimation skills
- Ability to manage own workload and priorities
- Status reporting, tracking of progress
- Familiarity or exposure to ITIL
Source: http://www.echo-ms.com/careers/senior-salesforce-developer |
| Jul 18, 2017 |
| Customer Strategy Manager (Contact Channels and Communications) - Lichfield |
| Douglas JacksonLichfield |
| Quick View | Show Me The Details |
Job Ref: DJMA1725
Job Title: Customer Strategy Manager (Contact Channels and Communications)
Location: North West
Salary: £50,000, base, bonus car and bens.
Working for a fast paced regulated organisation, as the Customer Strategy Manager you will be responsible for the continual review and design of the business contact strategy to ensure a first-class customer journey.
Some of the responsibilities will include:
- Continually review & drive forward their customer contact strategy, looking at a range of channels; correspondence/letter, e-mail, SMS, IVR/IVM, phone, website & new digital and emerging technologies.
- Assessing business and customer impacts, looking to drive cost efficiencies and operational and employee effectiveness with improved customer interactions across all communications channels.
- Own the content & design of customer communications to improve customer engagement and business outcomes.
- Working closely with internal stakeholder across finance, pricing, marketing and insight teams to improve the overall performance via strategic changes and tactical initiatives.
- Work in close partnership with the Operations team ensuring their understanding of the customer journey and bringing the voice of the customer into the operation via measurable KPIs which will improve the efficiency and effectiveness of operational impact on the performance.
- Continuous review of the current customer journey within multiple strategies and identify opportunities for improvements.
- Act as a subject matter expert for our contact strategy ensuring strategies are designed to optimise the business with a value driven focus.
- Engage effectively with our people to obtain feedback on the effectiveness of our contact strategy and incorporate this into future changes.
- Use data to continually measure the effectiveness of strategies & changes made.
If you are interested in applying for this role, you will need previous experience of designing and delivering customer contact strategy across multiple channels of communications. With experience of process design and adaption which directly improves performance. Previous experience developing the customer journey and creating effective, engaging customer communications.
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, 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. |
| Jul 18, 2017 |
| Forecasting Analyst - Lichfield |
| Douglas JacksonLichfield |
| Quick View | Show Me The Details |
Job Ref: DJPF1115a
Job Title Forecasting Analyst
Location: Midlands
alary: Up to £25,000 + Excellent Benefits
This is an opportunity for a proven Resource Planning Analyst to join an exciting, well established organisation, based in the Midlands. This role will be responsible for forecasting within a contact centre environment.
Some of the duties and required skills will include:
- Prepare long and short term customer demand forecasts
- Capacity Plans
- Stakeholder management
- Microsoft Excel advanced
- WFM systems
- Telephony (ACD) systems
If you are interested to apply for this position then you will need proven knowledge of the planning cycle as well as capacity planning processes and concepts with a Contact centre environment.
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, 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. |
| Jul 18, 2017 |
| Team Leader - Lichfield |
| Douglas JacksonLichfield |
| Quick View | Show Me The Details |
Job Ref: DJHC4241
Job Title Team Leader
Location: Midlands – South East
Salary: Up to £25k + bonus
Are you a strong customer services Team Leader? Do you enjoy motivating your teams through change and achieving great results? This role could be for you…
This is an opportunity for a Team Leader who is expert in providing customer service excellence, to join an exciting well established customer focussed organisation.
Some of the duties will include:
- Manage a customer service team of approx. 12 FTE
- Be a real hands on Leader of people and provide collaborative and visible Leadership at all times
- Motivate your team of agents ensuring weekly and monthly service levels are exceeded
- Implement and manage effective learning and development within the your team
- Work cross functionally to improve processes and procedures
- Audit weekly team rotas for holidays, absence and sickness
- Ensure that all documentation and systems ate updated correctly, accurately and efficiently
If you are interested to apply for this position then you will need proven experience in managing contact centre agents in a high performing Customer Services environment.
You will also possess a real passion and focus on the customer and your employees.
If you are interested in applying for this position, you will need to have strong customer experience background, having worked extensively with customer insight, utilising your communication and influencing skills to drive change across many different business areas. Project Management experience would be beneficial.
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 specifically within the Executive and Skilled Customer Contact market place: We place individuals who effectively improve your Customer Service, who design, lead, plan, transform, or, deliver your Customer Strategy, Customer Experience, Customer Insight, or 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.
|
| Jul 18, 2017 |
| Director, PMO - Markham |
| DoximMarkham |
| Quick View | Show Me The Details |
Who we are
Doxim is a leading provider of customer engagement software for financial service organizations. We operate in an interesting space with a lot of growth potential - for our organization and our people. We partner with financial institutions to help them transform their client experience, communicate more effectively throughout the client lifecycle and improve cross sell and upsell activities that drive increased wallet share.
We promote a performance-oriented culture. And while to some that translates purely as the work done at your desk, here at Doxim, that translates to competitive laser quest tournaments, in-house pancake making breakfasts, and inter-office food bank collection competitions.
Located in Markham, Ontario, we are one of the fastest-growing technology companies in Ontario. We are expanding quickly, and are seeking a Director, PMO to help us reach the next level.
The opportunity
We need a Director, PMO to join our Professional Services team. You’ll lead a growing team in large and small scale professional service project implementations for diverse clients in the financial services industry. You will be responsible for overseeing the full lifecycle of project engagements at Doxim from scoping, initiation, tracking and reporting to closing and billing.
Who you are
You’re a senior project management professional in a leadership role. Right now you could be working in consulting or professional services with a client focus. On the other hand, you could be working in banking or wealth management, using your vast industry experience to excel in planning and executing projects. Either way, you are a leader with an impeccable track record of successfully completing projects and coaching your team to do the same.
What’s in it for you
This is an opportunity to join a fast moving, fast growing company on a North American-wide scale. As our new Director, PMO you’ll be integral to establishing processes company wide. You’ll work with a broad client base from banking to credit unions to wealth management. This is a foundational role - you’ll be able to make your mark on Doxim and create the environment you and your team will be working in.
Here’s what the Director, PMO will do:
Drive the strategic and innovative project initiatives across the organization. You will work with key stakeholders, especially Professional Services management, to prioritize projects and be accountable for ensuring deliverables are achieved for strategic software implementations - on schedule and on budget.
Lead the Project Management Office. You will optimize resources and lead the management of all processes within the Project Management Office for strategic and operational planning and implementation. This includes developing the systems and processes to evaluate scheduling, risks, resource utilization and any other opportunity for process improvement that may arise.
Manage the PMO resources. You will lead and build a high-performance project management team. You will provide leadership through coaching, expectation setting and professional development.
You’re the right fit for this role if you have:
- The education. You have a university degree and your PMP designation.
- The experience. You are a results-oriented, problem solving leader with at least ten years experience in project management overseeing and delivering complex projects.
- The enthusiasm for an ever-changing environment. No day is the same and that’s the type of environment you shine in. Your calm and collected demeanor allows you to address challenging situations and conflicts with a well thought out solution.
- The project management expertise. You focus on the big picture. You enjoy working on longer term strategic planning. You can predict and achieve long-term project objectives.
- An effective communication style. You are an outstanding communicator in formal, informal, large, small, verbal and written communications. You can effectively influence and work with people at all levels.
- Exceptional and proven leadership capabilities. You are a relationship builder with strong people management skills.
- A client-focused process. You have the unique ability to anticipate, understand and respond to the needs of your stakeholders, both internally and externally.
Why join Doxim
At Doxim, we've grown steadily over the last 15 years and accelerated our growth - we’ve tripled in size - over the past five. We aren't losing any momentum any time soon. We work with hundreds of financial service providers to help improve their client engagement, meet compliance requirements, and use our Customer Engagement Platform applications to perform many essential business processes.
We know that a happy work culture is an efficient, loyal and innovative team. Our senior leadership team is dedicated to offering opportunities and exposure to everyone that joins us. It’s how we retain our team members for so long: we gain loyalty by providing our people the space and support to innovate, to be heard, to get credit.
This role does not require any significant travel with only occasional client meetings and training opportunities. Doxim delivers onto our SaaS based platform from our office locations.
Source: http://doxim.applytojob.com/apply/HvpPk5YsYp/Director-PMO |
| Jul 18, 2017 |
| Evening Nanny - Draper |
| ConvirzaDraper |
| Quick View | Show Me The Details |
SET-TO-ERROR
Source: https://www.ziprecruiter.com/jobs/household-help-3310e0b7/evening-nanny-86ec2078?same_org_id=1&widgetlink=1 |
| Jul 17, 2017 |
| Customer Success Manager - SAAS FOR BANKING - Markham |
| DoximMarkham |
| Quick View | Show Me The Details |
SET-TO-ERROR
Source: http://doxim.applytojob.com/apply/ujY6kl5O8B/Customer-Success-Manager-SAAS-FOR-BANKING |
| Jul 17, 2017 |
| Assistant Manager, Support & Account Services - San Diego |
| Intelicare DirectSan Diego |
| Quick View | Show Me The Details |
Assistant Manager, Support & Account Services
Intelicare Direct is an expanding membership-care call center located in San Diego. We are a leader in providing customer support and business for companies looking to create an external customer service platform. We pride ourselves in providing flexible, high quality customer support solutions with an emphasis on inbound technical support and customer service.
- Medical, Dental, Vision, and Voluntary Life (1stday of the month following 30 days of employment)
- 401k plan with matching 4% contribution (after 6 months of employment)
- Company paid LTD, Basic Employee Life Insurance and AD&D
- Dog & child friendly environment
- Paid Weekly
Job Summary: The Assistant Manager (Exempt Position) has oversight of a team of Customer Service Correspondents, Correspondence Supervisor, Quality Assurance Specialists and Team Lead(s) to ensure compliance with company policies and departmental procedures while achieving established performance goals and supporting a continuous improvement philosophy. The Assistant Manager position assesses, monitors, and coaches all staff to performance goals and ensures program integrity. The Assistant Manager provides leadership within the center and coordinates with leaders from multiple departments.
Essential Duties & Responsibilities:
- Ensures policy and procedures are accurate and changes are communicated thoroughly and appropriately to individuals or teams
- Manages costs by ensuring their team(s) are effective and on-task, and ensures daily work is completed within company standards
- Responsible for interviewing, hiring, supervising, and performing disciplinary action
- Generates regular and ad-hoc reports, analyzes results and takes appropriate action based upon the data
- Monitors individual and team results against revenue, company and performance goals
- Acts as an escalation point for customer issues (written or via phone), tracks and reports outcomes
- Regularly plans and conducts meetings, coordinates departmental needs and supports other teams as needed
- Performs regular coaching sessions, addresses performance issues and maintain written documentation on team and agent progress
- Composes and reviews daily/weekly/monthly reports and takes appropriate and necessary action to ensure performance goals and compliance are achieved
- Coordinates with the training department to ensure curriculum is relevant and accurate
- Works with the training department to ensure teams maintain basic and higher level certifications per standards
- Provides training and supervisory support throughout the center as needed
- Responsible for managing agent time, ensuring time card accuracy and approving multiple time cards
- Supports activities directly related to daily call center operations
- Other duties and responsibilities as assigned
Qualifications
- Three years working in a call center environment with at least two years as a supervisor
- Two years supervisory experience
- Two years of experience coaching or training staff
Competencies
- The Assistant Manager formulates decisions based on data/information and communicates to individuals and teams both verbally and in writing using a command of the English language. This position requires the ability to prioritize and work as a team player and a leader.
Minimum Education and/or Experience
- Bachelor�s degree preferred, or combination of post-secondary education and three years of supervisory experience.
Language Skills
- Strong verbal and written English communication skills
- Must have excellent communication and interpersonal skills
Mathematical Skills
- Two (2) years of mathematical or statistical course work desired
Computer Skills
- Proficient in MS Office Suite
Source: http://intelicaredirect.hrmdirect.com/employment/job-opening.php?req=586051 |
| Jul 17, 2017 |
| Call Center Supervisor - San Diego |
| Intelicare DirectSan Diego |
| Quick View | Show Me The Details |
Call Center Supervisor
- Employment Type: Hourly, Non-Exempt
- Compensation: $38K-$43K (DOE)
- Monthly Bonus Potential
Intelicare Direct is an expanding membership-care call center located in San Diego. We are a leader in providing customer support and business for companies looking to create an external customer service platform. We pride ourselves in providing flexible, high quality customer support solutions with an emphasis on inbound technical support and customer service.
- Full-time only (40 hours per week)
- Medical, Dental, Vision, and Voluntary Life (1stday of the month following 30 days of employment)
- 401k plan with matching 4% contribution (after 6 months of employment)
- Company paid LTD, Basic Employee Life Insurance and AD&D
- Dog & child friendly environment
- Paid Weekly
Job Summary: Supervises a team of call center agents and Team Lead(s). Ensures policies and procedures are followed, and performance standards met. Assesses, and monitors call center agents performance, provides coaching to ensure quality and continuous improvement. Reports to an Assistant Manager.
Job Duties & Responsibilities:
- Monitors productivity of call center agents
- Reviews and monitors call queues
- Generates regular and ad-hoc reports
- Monitors individual and team results against revenue and performance goals.
- Takes calls and acts as an escalation point for customer issues.
- Plans and conducts meetings, coordinates and supports other teams as needed.
- Performs disciplinary actions, attendance notifications, performance improvement plans, and maintain written documentation on agent progress.
- Create and maintain a motivating and positive working environment
Qualifications
- Some College or Associate�s degree required, Bachelor�s degree preferred but not required.
- Minimum of two years of supervisory experience.
- 3 years working in a call center environment
- Proficient in MS Office Suite
Skills
- Excellent customer service and phone skills
- Ability to manage, guide and motivate team members to positively impact team performance
- Ability to train, motivate and coach staff in order to maintain high customer service standards
- Analytical and problem solving skills
- Strong written and verbal communication skills
- Effective time management and organization skills
- Ability to own responsibility (e.g., escalations, follow-up)
Source: http://intelicaredirect.hrmdirect.com/employment/job-opening.php?req=586077 |
| Jul 17, 2017 |
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