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Mark Littlejohn
Operations Data Management Consultant

MassMutual

269

Gayathri (G3) Krishnamurthy
Product Marketing Director

NICE inContact

Sergio Mayorga
Operations Manager

Priority Payment Systems

Chris Bauserman
VP, Product and Segment Marketing

NICE inContact

Michael Penn
Director, Sales Initiatives

Broadband Dynamics

Dick Bucci
Communications - Consultant

Pelorus Associates

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Outbound Sales Reps Needed for Access Worldwide & Spectrum - Augusta

Access WorldwideAugusta

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Source: https://accessww.catsone.com/careers/index.php?m=portal&a=details&jobOrderID=11382020

Access Worldwide &

Spectrum

We are looking for business to business 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

Training Start Date:
October 15, 2018

Training Hours:
Monday - Friday 9:00 am - 5:30 pm

Production Schedule (one of the following):
Various Shifts Monday - Friday ranging from 8:30 am start - 7:30 pm end

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 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 & Friday
Excellent opportunity for growth
Referral Bonus's

If you meet the above minimum requirements and would like to be considered for this excellent opportunity please submit your resume' or application today for immediate consideration.

Jasmine Carey
Human Resource Manager
Access Worldwide Communications
207-703-1021

jcarey@accessww.com

Sep 18, 2018

Litigation Support Specialist (FDCPA/ TCPA Experience Required) - Remote -

Convergent

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Description

Come join our thriving team! Build Your Future Here!

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

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

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

This is a Remote position reporting to our Renton, WA office. Strong preference for proximity to and reporting into/ working out of Renton, WA office.

Can also work from office locations in:

Atlanta, GA
Augusta, GA
Montgomery, AL
San Antonio, TX
Phoenix, AZ
Houston, TX

Responsibilities:

The Litigation Support Specialist is responsible for supporting the Director of Litigation & Risk Management through document and factual research. Experience in FDCPA and TCPA class actions required.

Job Duties:

Conduct various document searches and factual research to support the defense of various litigation and regulatory
Maintain Convergent Outsourcing, Inc.’s internal litigation database including but not limited to tracking of all: case information, clients, account information, settlement information, accruals, plaintiff and defense counsel, alleged violation type, and
Create and preserve all legal case files stored on Convergent Outsourcing, ’s internal shared drive.
Draft settlement agreements, requests for information and extensions, check requests, and various other legal documents as requested by
Analyze and prepare reporting to illustrate risk and litigation trends for Convergent Outsourcing, Inc. in order to proactively reduce future risk and litigation
Perform initial case investigations on all threats of litigation and filed cases as well as prepare case summaries for review by the Director of Litigation and Risk Management.
Interact with various Convergent Outsourcing, Inc. departments and oversee the progress of litigation support, request information necessary for litigated matters, and fulfill requests from outside counsel and
Review internal policies and procedures to ensure adherence to the requirements set forth by the Legal
Ensure all work is performed in compliance with Company Policies as well as local, state and federal collections laws and regulations
Negotiate settlements with various plaintiff counsels and pro se’s nationwide in matters involving allegations of various consumer protection statutes including but not limited to FDCPA, TCPA,
Manage outside counsel in the defense of lawsuits against the company
Miscellaneous duties as assigned

Qualifications:

Prior experience with FDCPA and TCPA class actions required
Ability to effectively communicate with a variety of personalities and experience levels
Possesses good organizational skills
Self-motivated
Ability to multi-task and work under strict time constraints a must
Ability to travel
Excellent verbal and written communication skills
Typing 45 WPM
Previous experience negotiating with plaintiffs counsels highly desired
Bachelor's degree highly recommended

Source: http://jobs.jobvite.com/convergent/job/obp37fwu

Sep 14, 2018

Work Force Analyst - Atlanta

ConvergentAtlanta

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Description

Come join our thriving team!

Build Your Future; Unlimited Bonus Potential!

Full-time with Benefits package available
including 401K, Health, Vision, Dental and more!

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

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

WORK SCHEDULE: Must be available

Monday - Friday, 7:00am to 11:00pm, with rotating Saturdays and Sundays

JOB SUMMARY:

Responsible for forecasting, scheduling, reporting and real time management of call center operations. Analyze workforce metrics, trends/patterns and resource allocation to meet organizational needs. Responsible for daily management of service levels. Develop and analyze scheduled and ad hoc reports. Requires a considerable degree of operational and strategic coordination with multiple internal and external partners (Supervisors, Program Managers, Clients, IT, etc.). Maintains awareness levels and ensures staff is informed in a timely manner of relevant policies and processes.

REASONABLE ACCOMMODATIONS STATEMENT:

To accomplish this job successfully, an individual must be able to perform, with or without reasonable accommodation, each essential function satisfactorily. Reasonable accommodations may be made to help enable qualified individuals with disabilities to perform the essential functions.

ESSENTIAL FUNCTIONS/DUTIES AND RESPONSIBILITIES:

Manages agent scheduling (i.e., shifts, training, vacation, meeting, overtime, off-line work, exceptions, etc.) to ensure that daily service level and ASA objectives are met. Updates CEScore with attendance points
Monitors multiple increments and daily call volume, AHT and staffing requirements to ensure call volume is in compliance to forecast. Monitors Real Time adherence, call statistics to ensure on/off phone activity is managed efficiently throughout the day
Provides analysis of key metrics and trends in a timely manner and recommend steps to improve the efficiency and effectiveness of the organization
Generates and communicates off phone activity reports, staffing issues, performance measures and call statistics
Demonstrates professional behavior, team work, punctual, dependable, and adheres to company policies & procedures
Analyze statistical data and provide report generation

REQUIREMENTS:

Working knowledge of Avaya CMS
In-depth knowledge of call center statistics
Strategic planning, problem solving, analytical skills and the ability to balance multiple tasks simultaneously
Strong attention to detail
Excel and Spreadsheet Oriented
Excellent oral and written communication skills.
Excellent interpersonal skills and integrity and strong customer service skills
Willing and able to work a flexible shift to meet the call center needs
Maintains regular and reliable attendance
Must have reliable transportation

EDUCATION AND EXPERIENCE:

Minimum of 1 years’ experience utilizing Workforce Management products and working in a Workforce Analyst role
Associate’s degree or equivalent combination of education and experience

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

Source: http://jobs.jobvite.com/convergent/job/oQOl8fwR

Sep 14, 2018

Experienced Debt Collections Representative - Houston

ConvergentHouston

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Description

Call debtors to secure payments on past due accounts
Ensure all work is performed in compliance with Company Policies as well as local, state and federal collections laws and regulations
Miscellaneous duties as assigned

Qualifications

2+ years of 1^st and/or 3^rd Party Debt Collection Experience
High School diploma or equivalent
Thorough knowledge and understanding of FDCPA
Type at least 35WPM
Professional phone etiquette
Solid negotiating skills
Ability to multitask
Strong interpersonal and integrity
Positive attitude
Ability to problem solve
Maintain confidentiality

Physical Requirements:

Remain in a stationary position 95% of the time
Occasionally move about inside the office to access office machinery etc.
Constantly operates a computer and other office productivity machinery (i.e. calculator, copy machine and computer printer).
Must be able to exchange accurate information over the phone and in person

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

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

Source: http://jobs.jobvite.com/convergent/job/oD0q8fwV

Sep 13, 2018

Product Manager - Santa Monica

CallFireSanta Monica

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CallFire is looking for an experienced Product Manager who is passionate about building solutions that customers love. You will join a dynamic and fast-paced environment and work with cross-functional teams to design, build and roll-out products that deliver the company�s vision and strategy.

Responsibilities

Gain a deep understanding of customer experience, identify and fill product gaps and generate new ideas that grow market share, improve customer experience and drive new revenue.
Validate product vision with data and build consensus with key stakeholders
Develop and test product pricing and positioning strategies
Translate product roadmap into detailed requirements and prototypes
Scope and prioritize activities based on business and customer impact
Work closely with engineering teams to deliver with quick time-to-market and optimal resources
Drive product launches including working with marketing team, executives, and other product management team members
Evaluate promotional plans to ensure that they are consistent with product line strategy and that the message is effectively conveyed
Act as a product evangelist to build awareness and understanding
Represent the company by visiting customers to solicit feedback on company products and services

Requirements

3+ years experience in a product management or product related role
Proven track record of managing product lifecycles from end to end with successful outcomes.
Experience measuring and confirming the ROI of launched products
Ability to develop product and marketing strategies and effectively communicate recommendations to executive management

Agile development and experience writing user stories
Solid technical background with understanding and/or hands-on experience in software development and web technologies
Strong problem solving skills and willingness to roll up one�s sleeves to get the job
Skilled at working effectively with cross functional teams
Excellent written and verbal communication skills
Strong technical competency

Source: https://callfire.hrmdirect.com/employment/job-opening.php?req=865335&&&nohd#job

Sep 13, 2018

UX/UI Designer - Santa Monica

CallFireSanta Monica

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CallFire has an immediate opening on our UX Design Team. If you consider yourself a go-getter, thrive in a fast-paced entrepreneurial environment and going the extra mile is the norm not the exception, you�ll fit right in.

About CallFire

CallFire provides small and local businesses who are time and resource constrained, a platform to communicate with their customers. We have over 200,000 customers ranging from political groups to nonprofits, small businesses, educational institutions, government agencies, national companies and marketers. We have the heart of a startup, are stable, well-funded, and growing incredibly fast!

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

Check out more about our team here:

https://www.callfire.com/about

Your Responsibilities

Create world-class responsive user interfaces and visual designs from concept to execution for desktop solutions and mobile applications.
Handles mulitple projects in parallel, executes work efforts in an agile manner in support of business plans, organizational plans, and brand strategy.
Participates in and facilitates UX design workshops with stakeholders
Builds high-fidelity interactive prototypes.
Familiarity conducting concept testing/usability testing and results analysis.
Support Product & UX Leads, engineers, executives, etc. to develop compelling user experiences from beginning to end.
Translate interaction wireframes into visual designs that are visually engaging, simple and intuitive.
Convey visual design ideas in tangible forms like concepts, annotated comps and cut assets.
Supports efforts for building out UX pattern library, style guide, and visual design guidelines.
Participates in developing visual design languages and systems including layouts, grids, illustrations, iconography, UI elements and other visual components.
Supports to build design knowledge by participating in divisional activities through interactions with outside technical or design organizations.
Apply visual language to the design of web interfaces and mobile applications for variety of devices with different screen sizes, aspect ratios and pixel densities.
Willingness to be fearless about driving innovative ideas and finding powerful ways to communicate them.

Qualifications

3 years professional UX experience.
You are self-motivated and passionate about solving complex problems.
You have excellent verbal and written communication skills. You can defend your design decisions using best practice and UCD principles in your rational.
You have experience with rapid or agile development.
You have solid experience in responsive design and pattern library development.
You have a strong portfolio featuring examples of visual and interaction design work.

Benefits

Fully paid medical, vision, and dental insurance
401(k) Plan
Paid vacation
Unlimited sick leave
General awesomeness

Source: https://callfire.hrmdirect.com/employment/job-opening.php?req=803761&&&nohd#job

Sep 13, 2018

Customer Service Manager – Training – Quality - Lichfield

Douglas JacksonLichfield

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Job Ref: DJJM1174

Job Title: Customer Service Manager – Training – Quality

Location: London – Greater London – South East

Salary: £40-50,000 plus bens

Job Type: Permanent

An opportunity for an experienced Customer Service Manager to take responsibility for a multi-channel, digitally aligned and rapidly growing customer contact operation along with training for new recruits and managing the compliance and quality within the contact centre.

The Customer Service Manager will be able to bring passion, rigor and the ability to develop a scaling operation. Working within a regulated environment, but aiming to deliver a more individual, personalised service, which continues to set this award winning brand apart from the competition.

The organisation offers a growing and positive environment, where personal development is encouraged and welcomed across the business.

As the Customer Service Manager within the contact centre, you will work with the heads of department and other senior customer management team to identify and develop best practice, driving a positive, performance focussed culture which achieves and exceeds SLA’s and delivers exceptional customer and employee engagement.

You will take full ownership and responsibility for training, nurturing, coaching and developing new starters and deliver a positive, engaging training programme, where innovation and best practice are shared and developed each and every day. Building for the future you and your team will be continuously enhancing your skills, experience and performance levels.

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

Some of the duties will include:

Reviewing and managing quality and compliance levels throughout the contact centre

Forecasting, daily planning and delivering great people leadership.

Delivering strong people leadership skills in an operational environment

Positively influence and contribute to the team culture

Motivate, coach and develop staff in the Contact Centre

Provide exceptional customer service via phone, email, live chat and social media

Respond to customer complaints and escalate issues as necessary

Drive continuous improvement ethos within the contact centre and the business

Define and develop opportunities to improve processes, procedures and a better service proposition to our customers

If you are interested in applying for this position, you will need a proven track record as a Customer Service Manager within a contact centre to develop an improved customer service offering and a great place to work. Experience within a regulated environment will be a distinct advantage, however the ability to think differently, challenge the status quo and encouraging those around you to do the same will be key to this exciting role.

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

Follow us on Twitter @callcentrejobs1

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

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

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

Sep 12, 2018

Management Information Analyst / MI Analyst - Lichfield

Douglas JacksonLichfield

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Job Ref: DJJM1177

Job Title: Management Information Analyst / MI Analyst

Location: Glasgow / Scotland / Lanarkshire

Salary: £30,000 - £35,000

Employment Type: Permanent

As the Management Information (MI) Analyst you will provide MI and analytical support to leadership and operations through the delivery of regular management information, and specific analytical projects/reports, with actionable insight.

Some of the Responsibilities include:

As the MI Analyst you will delivery regular management information with actionable insight.
Provide ad hoc information and insight to internal stakeholders

Help to build analytical capability within the team
Review the quality of the work undertaken, by yourself and colleagues, to ensure analytical objectives have been met and that the data provided is of high integrity

If you are interested to apply:

Strong track record of taking a proactive approach in identifying opportunities to improve performance and solve these through a combination of quantitative analysis and business insight, delivering clear actionable recommendations
Confidence in building networks throughout the business, liaising at a senior level, and driving change
Confidence using various analytical methods to deliver your work
Highly numerate and IT literate, with a genuine passion for data
Excellent communication skills
Strong attention to detail

Experience using statistical or reporting packages (e.g. R / Python / SPSS / Tableau)

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

Follow us on Twitter @callcentrejobs1

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

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

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

Sep 12, 2018

Remote Litigation Support Specialist -

Convergent

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Description

Come join our thriving team! Build Your Future Here!

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

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

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

This is a Remote position reporting to our Renton, WA office. Strong preference for proximity to and reporting into/ working out of Renton, WA office.

Responsibilities:

The Litigation Support Specialist is responsible for supporting the Director of Litigation & Risk Management through document and factual research.

Job Duties:

Conduct various document searches and factual research to support the defense of various litigation and regulatory
Maintain Convergent Outsourcing, Inc.’s internal litigation database including but not limited to tracking of all: case information, clients, account information, settlement information, accruals, plaintiff and defense counsel, alleged violation type, and
Create and preserve all legal case files stored on Convergent Outsourcing, ’s internal shared drive.
Draft settlement agreements, requests for information and extensions, check requests, and various other legal documents as requested by
Analyze and prepare reporting to illustrate risk and litigation trends for Convergent Outsourcing, Inc. in order to proactively reduce future risk and litigation
Perform initial case investigations on all threats of litigation and filed cases as well as prepare case summaries for review by the Director of Litigation and Risk Management.
Interact with various Convergent Outsourcing, Inc. departments and oversee the progress of litigation support, request information necessary for litigated matters, and fulfill requests from outside counsel and
Review internal policies and procedures to ensure adherence to the requirements set forth by the Legal
Ensure all work is performed in compliance with Company Policies as well as local, state and federal collections laws and regulations
Negotiate settlements with various plaintiff counsels and pro se’s nationwide in matters involving allegations of various consumer protection statutes including but not limited to FDCPA, TCPA,
Manage outside counsel in the defense of lawsuits against the company
Miscellaneous duties as assigned

Qualifications:

Prior experience with FDCPA and TCPA class actions required
Ability to effectively communicate with a variety of personalities and experience levels
Possesses good organizational skills
Self-motivated
Ability to multi-task and work under strict time constraints a must
Ability to travel
Excellent verbal and written communication skills
Typing 45 WPM
Previous experience negotiating with plaintiffs counsels highly desired
Bachelor's degree highly recommended

Source: http://jobs.jobvite.com/convergent/job/obp37fwu

Sep 11, 2018

Client Services Clerk - Renton

ConvergentRenton

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Description

Come join our thriving team! Build Your Future.

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

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

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

Essential Duties and Responsibilities:

Prepare manual placement spreadsheets and coordinate with IT to load files
Daily Placement Reports
Scan documents into Latitude
Process incoming client faxes and distribute to CSRs
Mail handling
Billing Servicer Placement Audits
Billing Servicer Inventory Recall Warnings
Cancellation Policy Closures
Assist Client Services Dept. with other duties as requested by management

Job Knowledge, Skills and Abilities:

Ability to deal effectively and tactfully with a wide variety of individuals
Exceptional organizational skills including the ability to multi-task
Must be team focused, willing to help others and hold the group goals as important priorities.
Working knowledge Outlook
Heavy Data Entry
Intermediate to Advanced level in Microsoft Excel

Education and Experience:

High School Diploma or GED is required
A minimum of 2-3 years of experience working in a fast paced office environment

Physical Demands:

Regularly required to stand or sit, and move about the facility.
Ability to lift and carry up to 30 lbs.

Source: http://jobs.jobvite.com/convergent/job/ovOn8fwy

Sep 11, 2018

Trainer - San Antonio

ConvergentSan Antonio

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Description

Come join our thriving team! Build Your Future Here!

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

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

We are currently seeking ambitious, self-motivated, driven

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

SUMMARY: Participate and conduct company training programs, provide classroom training, monitor agents on the production floor, and work with management staff to complete and document service observation and quality requirements. Maintain training manuals and offer creative solutions to the agents to hit their monthly required goals in accordance with Convergent’s policies and procedures.

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.

Monitors Compliance
Monitors Project Specific Customer Service (Telephone Etiquette)
Validates Products and Services
Validates Project Specific KPI’s
Identifies unique up - training or reinforcement opportunities
May achieve training certifications offered by client if available.
Develops a deep understanding of the project or projects as assigned, and assimilates information quickly in order to deliver effective training and document compliance.
May be required to attend some client meetings
Is able to coach and provide feedback to new agents for assigned project/projects
Keeps up to date with relevant project changes to ensure the staff receives current information appropriate to the tasks to which they are engaged and follows up with service observations to confirm compliance.
Organizes course deliveries, including checking/preparing the training environment before training delivery, notifying IT of required assistance/changes, preparing student reference materials and preparing instructor materials.
Updates Excel spreadsheet data to track quality and training metrics as assigned by Training Supervisor.
Receives updated training and quality tasks from Training Supervisor to apply in classroom and quality functions for his/her projects.
Assists all Convergent departments with special projects as assigned by Training Supervisor

Requirements:

High school diploma or equivalent
Knowledge of FDCPA and state laws
Manage by Walking Around (MBWA).
Not currently on a disciplinary action.
Strong communication skills when dealing with customers, individuals and groups.
Excellent attendance record
Strong critical thinking skills
Effective problem solver
Excellent decision making skills
Coordinate multiple tasks simultaneously
Demonstrates superior presentation skills and ability to facilitate training sessions
Possesses a high level of motivation, enthusiasm and professionalism
Strong PC skills including experience with all Microsoft Office applications and demonstrated ability to use Microsoft Excel effectively.
Demonstrated ability to motivate and engage agents.
Willingness and ability to learn new tasks and take on new challenges.
Must be capable of working a flexible schedule based on business needs

Physical Demands:

Regularly required to stand or sit, and move about the facility
Required to use desktop computer including mouse and keyboard

Source: http://jobs.jobvite.com/convergent/job/ow0o8fwM

Sep 11, 2018

Marketing Communications Manager - Lichfield

Douglas JacksonLichfield

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Ref:                 DJRL1025

Role:                Marketing Communications Manager

Type:               Permanent

Location:         Somerset

Salary:            £30,000 + Excellent Benefits

A market leading company are a leading provider in the South West. They are currently looking to recruit a Marketing Communications Manager to manage relationships with internal clients to identify and deliver creative communications campaigns supporting business.

As Marketing Communications Manager you will build relationships with internal clients to gain a thorough understanding of their business, business objectives and communications requirements. You will manage and implement PR and marketing campaigns from extracting initial brief through to drafting content, media planning, managing media relations and campaign evaluation. As Marketing Communications Manager you will use a digital first approach and provide end to end project management for campaigns ensuring projects meet both deadlines and budgets.

The successful candidate will:

Be able to engage and build relationships with national, trade and regional journalists and relevant stakeholders and devise creative story angles to publicise and general interest in the company.
Be able to develop and maintain an in-depth knowledge of the company and the wider sector to ensure that communications activity is relevant, innovative, dynamic and competitive.
Have the ability to manage campaigns through work flow and deliver them to time, budget and quality.
Have a proven track record in creating and delivering integrated communication campaigns.
Have excellent communication skills with the ability to nurture key client and stakeholder relationships.
Be a team player who can work as part of a team developing good working relationships across the business.
Have experience or relevant CIPR or CIM qualifications.
Have specialist knowledge of direct marketing, digital channels, analytics and campaign planning.
Excellent communication skills and a strong consultative approach.

As Marketing Communications Manager, you will work with the Head of Communications to ensure that the communications team is a high performing, motivated, values based team through leading, coaching and developing both individuals and the team as a whole to reach their full potential. You will have management responsibility for one individual.

The company invest heavily into their staff and the wellbeing of their employees. They offer an extensive benefits package which includes: Contributory Pension, Private Healthcare, 26 days holiday entitlement + bank holidays, Possible agile working and Flexi Time and Free parking.

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

Follow us on Twitter @callcentrejobs1

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

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

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

Sep 10, 2018

Service Desk Engineer - Santa Monica

CallFireSanta Monica

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CallFire has an immediate, full-time Service Desk Engineer role on our DevOps Team.

About CallFire

CallFire, named one of the Best Places to Work in Los Angeles, is an exciting cloud messaging company with offices in Santa Monica, CA, Pasadena, CA, Austin,TX and Kiev, Ukraine. We are looking for individuals ready to work with a fun and dedicated team to change the face of communication. We are now seeking a Service Desk Engineer for our Headquarters in Downtown Santa Monica.

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

Responsibilities:

API support and integration
Strong troubleshooting skills
Application development
Develop test cases, and conduct visual and functional testing based on project requirements
Strong time management skills
Experience managing day-to-day end-user support demands for break/fix, upgrades and enhancements
Ensure that service level management best practices exist across all service platforms driving service efficiencies
Track and follow up on incidents to ensure they are resolved within service level time lines
respond to any and all service concerns regarding the support and ensure restoration of service issues
Strong customer orientation and excellent negotiation skills.
Strong relationship management ability
Understanding the line of business
Create reporting and deliver updates
Passionate about the creation and maintenance of process and procedure
Maintain quality of service by enforcing and establishing standards.
Maintains historical records by documenting program development and revisions.
Properly document all test cases, bugs and remediation as required for the project team
Outstanding interpersonal and teamwork skills.
encourage collaboration and innovation to be a smart, customer-focused and solutions-oriented organization
Experience working with off-shore teams.
Prepare reports by collecting, analyzing, and summarizing information.
Analyze data for trend breaks and consistency issues, and review findings with client.

Experience:

Bachelor's degree in Information Technology, Computer Science or related field
2+ years of experience in information technology functioning in a desktop engineering and support team at an organization with client computing endpoints.
2+ years of application development experience with Java, Hibernate, Angular
knowledge of secondary language (preferably PHP, C#, JavaScript);
1+ years of project management a plus
PMP certification is a plus
ITIL Practitioner or ITIL Service Manager level qualification a plus

Benefits:

Fully paid medical, vision, and dental insurance
401(k) Plan
Paid vacation
Unlimited sick leave
General awesomeness

Source: https://callfire.hrmdirect.com/employment/job-opening.php?req=862668&&&nohd#job

Sep 10, 2018

Field Based Planning Manager - Lichfield

Douglas JacksonLichfield

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Job Ref: DJPF1188a
Role: Field Based Planning Manager
Location: Warwick / West Midlands
Salary: up to £50,000 + Car and benefits

Employment Type: Permanent

My client is looking for an experienced Resource Planning Manager to lead a team of Planners and to coordinate field based operations of engineers doing services and breakdown activities throughout the UK.

As Resource Planning Manager you will coordinate and manage the activities of circa 230 engineers, maximising their effectiveness and delivering exceptional customer service.

What will you be doing?

Manage 12 employees to ensure effective use of resources
Ensure company standards and procedures are adhered to by those employees.
Work with strategic planning to establish effective scenario and strategic long term planning models
Develop process improvement projects with key external and internal customers and suppliers to develop and improve the supply chain from cradle to grave for service.
To develop and publish planning KPIs for customer service, utilisation and achievement to plan in order to identify efficiencies and ensure year on year improvements.
Develop process improvement projects with internal customers to improve planning and reduce costs and improve service.
Install a continuous improvement culture within the Operations management.
To facilitate the planning of all field training and meetings in accordance with achieving the required capacity levels to deliver customer service levels and business objectives.
Field engineer roster management.
The forecasting of engineer growth and to assist in preparing recruitment plans.
Day to day liaison with field personnel, in particular Field Service Managers and Operations Managers as well as the Service Centre Manager.

Sep 6, 2018

Work Force Analyst - (Internal Candidates Only Please) - Atlanta

ConvergentAtlanta

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Description

REPORTS TO: Director of Workforce Optimization

PROGRAM: Workforce

CLASSIFICATION: Non-exempt

WORK SCHEDULE: Must be available

Monday - Friday, 7:00am to 11:00pm, with rotating Saturdays and Sundays

JOB SUMMARY:

Responsible for forecasting, scheduling, reporting and real time management of call center operations. Analyze workforce metrics, trends/patterns and resource allocation to meet organizational needs. Responsible for daily management of service levels. Develop and analyze scheduled and ad hoc reports. Requires a considerable degree of operational and strategic coordination with multiple internal and external partners (Supervisors, Program Managers, Clients, IT, etc.). Maintains awareness levels and ensures staff is informed in a timely manner of relevant policies and processes.

REASONABLE ACCOMMODATIONS STATEMENT:

To accomplish this job successfully, an individual must be able to perform, with or without reasonable accommodation, each essential function satisfactorily. Reasonable accommodations may be made to help enable qualified individuals with disabilities to perform the essential functions.

ESSENTIAL FUNCTIONS/DUTIES AND RESPONSIBILITIES:

Manages agent scheduling (i.e., shifts, training, vacation, meeting, overtime, off-line work, exceptions, etc.) to ensure that daily service level and ASA objectives are met. Updates CEScore with attendance points
Monitors multiple increments and daily call volume, AHT and staffing requirements to ensure call volume is in compliance to forecast. Monitors Real Time adherence, call statistics to ensure on/off phone activity is managed efficiently throughout the day
Provides analysis of key metrics and trends in a timely manner and recommend steps to improve the efficiency and effectiveness of the organization
Generates and communicates off phone activity reports, staffing issues, performance measures and call statistics
Demonstrates professional behavior, team work, punctual, dependable, and adheres to company policies & procedures
Analyze statistical data and provide report generation

REQUIREMENTS:

Working knowledge of Avaya CMS
In-depth knowledge of call center statistics
Strategic planning, problem solving, analytical skills and the ability to balance multiple tasks simultaneously
Strong attention to detail
Excel and Spreadsheet Oriented
Excellent oral and written communication skills.
Excellent interpersonal skills and integrity and strong customer service skills
Willing and able to work a flexible shift to meet the call center needs
Maintains regular and reliable attendance
Must have reliable transportation

EDUCATION AND EXPERIENCE:

Minimum of 1 years’ experience utilizing Workforce Management products and working in a Workforce Analyst role
Associate’s degree or equivalent combination of education and experience

POSTING REQUIREMENTS

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

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

Source: http://jobs.jobvite.com/convergent/job/oQOl8fwR

Sep 5, 2018

Supply Chain Manager - Lichfield

Douglas JacksonLichfield

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Ref:                             DJKG1247

Job Title:                    Supply Chain Manager

Location:                    Birmingham, South Birmingham, Worcestershire

Salary:                        £32k (plus annual employee ownership bonus)

Employment Type:   Permanent

This is a fantastic opportunity for an experienced Supply Chain Manager to join a growing customer led organisation. The Supply Chain Manager will be tasked with overall management of stock, incoming shipments and inventory tracking of supplies.

The main responsibility is to liaise with the warehouse department regarding incoming shipment schedules, along with the finance department on new and outstanding payment schedules. Also, to work collaboratively with internal departments and 3^rd parties.

The Supply Chain Manager will need to have worked within a similar role or it would suit someone with buying or shipping experience and maybe someone that had encroached on some project management within their role.

If you are interested in applying for this position, then you will need to have a proven background within the supply chain.

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

Follow us on Twitter @callcentrejobs1

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

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

Sep 5, 2018

Team Leader - Lichfield

Douglas JacksonLichfield

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Job Ref: DJMA1757a

Job Title: Team Leader

Location: Kent

Salary: £28-32,000 plus bonus bens

Employment Type: Permanent

Opportunity for an experienced Team Leader/Team Manager to take responsibility for a multi-channel and administration focussed customer contact operation.

The organisation offers a friendly, fun and positive environment, where personal development is encouraged.

You will work with the senior management team to identify and develop best practice, driving a positive, performance focussed culture which achieves and exceeds SLA’s and improve customer and employee engagement.

You will take full ownership and responsibility for your team, nurturing, coaching and developing your Customer Service Advisors to enhance their skills and performance levels.

The ability to prioritise and set daily tasks, whilst recognising that flexibility may be required due to the day to day demands of the business will be key to achieving the best possible service levels.

Some of the duties will include:

Full line management responsibility for all the team including objective setting, performance appraisals, coaching, training and development

Act as an escalation point for internal and external customers

Develop and maintain relationships with internal and external customers and stakeholders

Support projects and developments which will drive continuous improvements and change

Work with the Customer Service Manager to senior management team to ensure SLAs are achieved

The successful candidate will have previous team management experience within a customer service contact centre environment. You will be able to work on your own initiative with minimal supervision. You will have an eye for detail, excellent communication and coaching skills.

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

Follow us on Twitter @callcentrejobs1

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

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

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

Sep 5, 2018

Team Leader/Team Manager Customer Service - Lichfield

Douglas JacksonLichfield

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Job Ref: DJJM1765

Job Title: Team Leader/Team Manager Customer Service

Location: Scarborough – North Yorkshire – East Yorkshire – York

Salary: £30-33,000 plus bonus and bens

Job Type: Permanent

An opportunity for an experienced Customer Service Team Leader/Team Manager to take responsibility for an onboarding customer contact operation.

The organisation offers a growing and positive environment, where personal development is encouraged and welcomed across the business.

As the Team Leader/Team Manager within customer service, you will work with the senior customer management team to identify and develop best practice, driving a positive, performance focussed culture which achieves and exceeds SLA’s and delivers exceptional customer and employee engagement.

You will take full ownership and responsibility for your team, nurturing, coaching and developing your Customer Service Advisors to enhance their skills and performance levels.

The ability to prioritise and set daily tasks, whilst recognising that flexibility may be required due to the day to day demands of the business will be key to achieving the best possible service levels.

Some of the duties and responsibilities for the Team Leader/Team Manager will include:

Delivering strong people leadership skills in an operational environment
Positively influence and contribute to the team culture
Motivate, coach and develop staff in the Contact Centre
Provide exceptional customer service via phone, email, live chat and social media
Respond to customer complaints and escalate issues as necessary
Drive continuous improvement ethos within the contact centre and the business
Define and develop opportunities to improve processes, procedures and a better service proposition to our customers

If you are interested in applying for this position, you will need a proven track record as a Team Leader/Team Manager, working with a team of customer service advisors to develop an improved customer service offering and a great place to work. Used to achieving SLA’s and KPI’s you will take ownership of the ongoing customer service delivery and look to improve existing operations as the business continues to grow.

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.

Sep 5, 2018

Receptionist - Renton

ConvergentRenton

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Description

Come join our thriving team! Build Your Future Here!

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

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

We are currently seeking ambitious, self-motivated, driven

TEAM MEMEBERS

for a challenging, intense and ever-evolving career in the collections arena. This an opportunity to join an established team; immediately benefiting from the wealth of collective experience from our team while being supported by a strong and savvy, management team.

Position Summary:

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

Duties & Responsibilities:

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

Knowledge & Skills:

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

Education & Experience:

High school graduate or equivalent
Prior office experience, computer knowledge preferred

Source: http://jobs.jobvite.com/convergent/job/oT3l8fw9

Sep 4, 2018

Director/Sr. Director, FP&A - Santa Monica

CallFireSanta Monica

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CallFire has an immediate, full-time opening on our Finance team.

About CallFire

CallFire, named one of the Best Places to Work in Los Angeles, is an exciting cloud messaging company with offices in Santa Monica, CA, Pasadena, CA, Austin,TX and Kiev, Ukraine. We are now seeking a Director of FP&A for our Headquarters in Downtown Santa Monica.

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

Primary Responsibilities and Expected Results:

Forecasting and Reporting

Lead the monthly and quarterly forecast process.
Complete the monthly and quarterly budget vs. actuals analysis and ensure accountability across the company (i.e., marketing, engineering, sales, etc.).
Ensure effective financial P/L management and delivery of accurate, timely and complete financial information to executives and Board of Directors.
Lead weekly pacing and executive KPI reporting

Financial Planning and Analysis

Lead Annual Operating Plan and budget
Drive operating improvements by identifying opportunities for revenue growth and cost savings
Create reports and other analytical tools that aid management decision making, track key KPIs, provide compelling insight to the business and result in operational improvements.
Conduct Ad hoc analysis as needed
Manage team of 2 finance professionals

Seeking the following profile:

Experience at a venture-backed technology company with executive-level responsibility for financial planning and analysis. Experience with SaaS or communications software is a plus.
Sound knowledge and understanding of GAAP. Understanding of financial statement (P&L, Balance Sheet, Statement of Cash Flows)
Ability to implement process improvement initiatives within a growth environment.
Demonstrated ability to build strong, productive working relationships across teams
Prior experience managing and effectively developing finance professionals/team
Adept at driving business insights, actions and accountability across departments with a customer service attitude.
Diligent with an eye for detail, striving for accuracy and operational excellence.
Strong written and verbal communication skills.

Experience required:

7 - 10 years of financial leadership experience.
BA/BS in Finance or Related Fields
MBA or CPA degree, a plus

Benefits:

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

Source: https://callfire.hrmdirect.com/employment/job-opening.php?req=856551&&&nohd#job

Sep 4, 2018

Director of Talent Acq - Doral

InktelDoral

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Our mission is to create a world-class customer service experience for every one of our clients’ customers. We train to be our best every day. Our company practices and instills excellence in everything that we do. Our team is searching for a recruiting leader – someone who thrives in an ever-changing environment and can build relationships and find the people we need to help us continue to grow and exceed our clients’ expectations.

With over 1,000+ employees spread across multiple sites, our organization has many moving pieces. We need someone who can help us find those people that have the attitude, mindset, skillset, and experience to innovate and drive us forward. If you’re up to this challenge, we want to meet you.

Our Recruiting Team is currently in search of a Director of Talent Acquisition. This position will report directly to our President and Chief Operating Officer.

Position Purpose:

This position is responsible for providing the highest level of staffing services to internal leaders and associates. This position delivers high quality professional and executive-level candidates and advances the company brand across numerous markets and professional communities, while guiding hiring managers and candidates through the selection process. This individual will perform full lifecycle recruiting and maintain excellent relations with hiring managers, candidates, and the community at-large. A wide degree of creativity, near- and long-term recruiting vision, business understanding, and personal organization is required along with the ability to foster long-term relationships with external search partners when required.

Job Responsibilities:

Provide exceptional client service and full lifecycle recruiting for management, executive and professional level positions as well as assisting on new site launches.

Confer with senior leadership to identify staffing needs, workforce planning strategies, and search options.
Develop and maintain strong working relationships with department heads, vendors, community organizations, and other team members to create a partnership that yields success, predictable results and credibility. Develop and maintain a network of contacts to help identify and source qualified leaders.
Leverage online recruiting resources and search partners to identify and recruit the very best candidates.
Create and foster relationships with colleges and diverse professional organizations to attract and recruit candidates.
Review resumes and credentials for appropriateness of skills, experience and knowledge in relation to position requirements.
Provide complete, accurate, and inspiring information to candidates about the company and position.
Prescreen candidates. Create and present prescreening questions to hiring managers for collaboration and approval.
Manage the scheduling and logistics of all interviews between candidates and hiring managers and manage all communication with candidates.
Organize, lead and document post-interview debrief/feedback and post-mortems with interview teams and candidates.
Review the hiring manager’s interview performance with each candidate and take appropriate action when warranted.
Manage the presentation, selection, offer, negotiation, closing, and administrative components involved in full lifecycle recruiting.
Conduct follow-up calls and quality-improvement studies with hiring managers and new hires.
Maintain accurate and well-ordered documentation on all candidates, searches, hiring managers interactions, and other recruiting activities to ensure a safe and thorough audit if required. • Use effective communication approaches that include proactively keeping others informed, appropriately expressing ideas and thoughts verbally and in written form, and timeliness.
Work collaboratively with all members of the Talent Acquisition team to develop and implement staffing plans and activities.
Visit all hiring-manager departments to develop a thorough understanding of the department and job specifics and use that information to help candidates fully understand the opportunity.
Develop an effective pipeline of key talent potentially available for immediate hire as succession planning needs dictate.
Stay informed of trends and innovative recruiting techniques to be competitive in state-of-the-art recruiting practices.
Provide recruiting and interviewing support for new site ramp up and launch

Qualifications:

Minimum 5 years’ experience in full lifecycle recruiting in a contact center and/or BPO industry.
An expert level of knowledge in all full lifecycle recruiting components including, but not limited to, sourcing, qualifying, networking, assessing, job analysis, wage and salary trends, relationship management, and due diligence.
B.S. in Human Resources, Communications, Marketing, or related discipline or 10 years related experience.
Excellent project management, writing, and oral communication skills are required. • Ability to present new recruiting concepts to executive leadership.
Ability to build search assignment abstracts from client engagement discussions.
Demonstrated ability to command the attention and respect of senior level leaders.
Demonstrated ability to recruit for a broad/deep range of positions.
Ability to handle sensitive and confidential information appropriately.
Strong initiative and solid judgment abilities/skills.
Intermediate knowledge of Microsoft Office Suite of applications.

Key Competencies:

Strong Communication Skills
Strategic Thinker
Leadership
Attention to Detail
Relationship Building
Project Management
Strong Business Acumen

Source: https://rew12.ultipro.com/INK1000/JobBoard/JobDetails.aspx?__ID=*9AAC844B5A6594E6

Aug 31, 2018

Customer Service Representative - Fort Worth

OneCall Contact Center, LLCFort Worth

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OneCall Contact Center, LLC is currently hiring work from home Virtual Customer Service Representatives to represent our onshore clients.

Skills You Need…

Technical Skills
Minimum typing requirements of 25 wpm
Simultaneously navigate multiple PC screens and systems
Experience with Zendesk is a +++

Communication Skills
Passionate about helping others
Speak in a pleasant tone, retain composure and gain confidence of the customer
Proficient ability to read, write and speak the English language (Bilingual in Spanish is a +++)

Problem Solving Skills
Identify and anticipate customer needs
Effectively prioritize work time to ensure productivity standards are achieved
Comfortable working under pressure

Customer Focus
Make customers feel valued and appreciated
Attitude to thrive in a fast paced, challenging, team-oriented culture
Customer Service background or experience working with people

Commitment

MANDATORY training (choose one option):
Training lasts anywhere from 3-4 weeks and is held M-F, with the exception of holidays.

Work schedules are determined during the interview process.
Minimum of 20 hours/week.

Aug 31, 2018

Litigation Support Specialist - Renton

ConvergentRenton

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Description

Responsibilities:

The Litigation Support Specialist is responsible for supporting the Director of Litigation & Risk Management through document and factual research.

Job Duties:

Conduct various document searches and factual research to support the defense of various litigation and regulatory
Maintain Convergent Outsourcing, Inc.’s internal litigation database including but not limited to tracking of all: case information, clients, account information, settlement information, accruals, plaintiff and defense counsel, alleged violation type, and
Create and preserve all legal case files stored on Convergent Outsourcing, ’s internal shared drive.
Draft settlement agreements, requests for information and extensions, check requests, and various other legal documents as requested by
Analyze and prepare reporting to illustrate risk and litigation trends for Convergent Outsourcing, Inc. in order to proactively reduce future risk and litigation
Perform initial case investigations on all threats of litigation and filed cases as well as prepare case summaries for review by the Director of Litigation and Risk Management.
Interact with various Convergent Outsourcing, Inc. departments and oversee the progress of litigation support, request information necessary for litigated matters, and fulfill requests from outside counsel and
Review internal policies and procedures to ensure adherence to the requirements set forth by the Legal
Ensure all work is performed in compliance with Company Policies as well as local, state and federal collections laws and regulations
Negotiate settlements with various plaintiff counsels and pro se’s nationwide in matters involving allegations of various consumer protection statutes including but not limited to FDCPA, TCPA,
Manage outside counsel in the defense of lawsuits against the
Miscellaneous duties as assigned

Qualifications:

Ability to effectively communicate with a variety of personalities and experience levels
Possesses good organizational skills
Self-motivated
Ability to multi-task and work under strict time constraints a must
Ability to travel
Excellent verbal and written communication skills
Typing 45 WPM
Previous experience negotiating with plaintiffs counsels highly desired

Source: http://jobs.jobvite.com/convergent/job/obp37fwu

Aug 30, 2018

Client QA Call Center Representative - Houston

ConvergentHouston

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Description

Compliance Regulation
- Training/Development/Counseling-FDCPA, Company and Client Specific
- Call Quality-Client Required/Calibration Sessions-with Clients and Employees
- Policy Enforcement-Client and Convergent
- Corrective Action Administration-Determines penalties/suspension as per the Collector Code of Conduct-Houston Site Only
- Ensures client communication i.e. policy updates, COM Docs, Client Changes are effectively communicated w/members of management and collectors.
- Ensure all work is performed in compliance with Company Policies as well as local, state and federal collections laws and regulations

Client Services Functions
- Handles specific Client Services functions as per site related
  - Creates and Updates Call Quality Requirements & Guidelines for each specific client with QA Management approval
  - Reviews and Uploads/Delivers monthly and weekly Call Logs to client assigned
  - Pulls/Screenshots Account Notes for Calls that are selected by the Client both weekly and monthly for specific clients
  - Pulls/Converts Call recordings for calls that are selected by the Client both weekly and monthly
  - Downloads and delivers/uploads Internal QA Scorecards for calls that are selected by the Client both weekly and monthly.
  - Prepares for all Client Call Calibrations & Conference Calls:
    - Pre-screens selected calls
    - Provides Ops/Management with Feedback prior to the call
    - Saves all forms and converts all calls
  - Prepares for Client Audits/Visits:
    - Pre-screens selected calls
    - Provides Ops/Management with Feedback prior to the call
    - Saves all forms and converts all calls
    - Gathers any policies/procedures that apply to our department
  - Reviews Internal Agent List daily to ensure all agents are being graded efficiently and at pace to meet client deadlines for their assigned client
  - Reports any Regulatory defects found to QA Management
  - Checks Client Portals Daily to ensure no Communications are overseen
  - Reviews Defects received by each client to determine whether QA can dispute or confirm
  - Handles any internal disputes sent by Operations to QA Management for monitors graded by the individual
  - Ensures all Client Rosters are up to date with current Employees; weekly or monthly
  - Monitors collection calls and documents issues
  - Positive Reinforcement for Better Quality Calls for the Collectors
  - New Hire Call Evaluations while still in Training Class
  - Maintain Training Log(s) when assigned by QA Management

Qualifications:

High school diploma or equivalent
Bi-lingual –Spanish is a plus, but not required
1-2 year Quality Assurance or Compliance Experience
Working knowledge of Word, Excel and Outlook
Excellent oral and written communication skills
Knowledge of FDCPA and state laws
Excellent organizational skills
Ability to multitask

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

Schedule: Monday-Friday 8am-5pm. Schedule is subject to change.

Source: http://jobs.jobvite.com/convergent/job/oCqj8fwd

Aug 29, 2018

Customer Experience Manager / Customer Journey Manager - Lichfield

Douglas JacksonLichfield

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Job Ref: DJAD1060

Job Title: Customer Experience Manager / Customer Journey Manager

Location London, Greater London, South East

Salary: £60k plus bonus and benefits

Employment Type: Permanent

An opportunity to be a part of an exciting time to be part of a first-class team on a sizeable transformation journey. There is a requirement to implement a significant amount of change to the business and the Customer Experience Manager will be a crucial part of this.

On a day to day basis the Customer Experience Manager role will involve:

Gathering and understanding all requirements from key stakeholders - touchpoints, outputs, journeys and reporting
Setting up feedback surveys across the customer journey i.e. joiners, in life (claims) and renewals/ leavers, including complaints and online and offline channels - including non-customers i.e. potential joiners not converting earlier in the journey
Integrating the survey platform and internal customer data sources to ensure automated and real-time customer feedback for any existing or new relationships and journeys.
Setting up and managing regular (weekly/ monthly/ quarterly) reporting of customer feedback by each journey and touchpoints, meeting stakeholder's requirement.

In order to make Customer’s journeys better you will have:

Your experience with CX survey platforms tools (i.e Qualtrics, Rant, Rave or similar)
Your ability to manage suppliers and set up/manage VOC programmes
Your 3-4 years experience (desirable) in research - client or agency side
Your previous experience in qualitative and quantitative research

Aug 29, 2018

Technical Project Manager (UK) - London

Upstream WorksLondon

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You are a trusted advisor, who is solutions focused, and you place a high value on happy customers. You like dealing with real people and real solutions, but you want to keep your hand in technical details too. You are a Technical Project Manager and you want to bring common sense to project deliverables.

We are Upstream Works, a Cisco preferred solutions partner, and we provide software technology for customer care in the rapidly changing social, mobile and multichannel world of the contact center. Our goal is to be the number one agent desktop solutions provider and we are well on our way. To that end, or should we say, to that beginning, we are looking for a Technical Project Manager who wants to be a key contributor and guide the growth of Upstream Works.

Reporting to the VP of Professional Services, the Technical Project Manager will be part of a team that deploys Upstream Works’ solutions to its customers across Europe and North America. You will play a key role in the design, configuration, customization and delivery of Omnichannel Contact Center solutions to contact centers of 50 agents and 5000 agents. You set the standard for execution and you will jump through hoops, and bend over backwards to ensure every implementation results in a happy, profitable customer experience.

You are seeking a piece of the glory. A chance to work for a growing company and actively influence how we build out on our strategy.

What you'll do:

Provide project leadership and support to project team members, functional managers, external customer and 3rd party vendors
Work with project team members to respond to, and as appropriate, resolve or escalate project risks
Facilitate interdepartmental project communications, both verbally and through electronic means
Ensure individual project conformance with overall company objectives
Ensuring on-time and on-budget delivery of all projects under your leadership
Work with project team members to ensure that all initiatives have clear success criteria and an execution plan (including resources)
Work with Professional Services management to confirm and negotiate resource assignment according to current business priority
Manage customer expectations in terms of schedule, cost, scope and quality
Communicate and negotiate technical solutions with business users
Evaluate and track change requests using defined change management process and identify opportunities for additional revenue
Communicate timely project status updates to the management team and clients as appropriate
Responsible for creating, or monitoring the creation of, project artifacts including:
High level solution design, project definitions through requirements documentation
Technical documentation including technical functional specifications, release/deployment plans, rollback plans, etc.
Creating project artifacts such as, schedules, issue logs and risk mitigation plans.
Tracking of project tasks, including resource assignment, estimation and status
Provide leadership for production release activities, including impact/risk assessment, resource allocation/co-ordination, and sponsor/business communication
Administration of Project Management tools, including Microsoft Project and JIRA

What you'll need:

Minimum of 2 ‘self managed’ or project leader role projects
Minimum of 3 years of external client project implementations in an enterprise software/services based organization
University Degree from a recognized university
Project implementation experience on large/enterprise applications
Strong interpersonal skills (including conflict management and negotiation)
Must be able to clearly explain technical issues and constraints to non-technical people both in verbal and written communications
Must have excellent written and oral communication skills, and be able to speak comfortably to a variety of audiences at operational and executive levels
Experience working with off-site project team members is an asset
Previous experience as a software developer or business analyst is an asset
Project management or lead experience on telecom or contact center projects is an asset
Preference will be given to those candidates with a demonstrated technical background in a computer science discipline as well as some practical experience in telecom
Experience with Project Management tools such as Microsoft Project (or similar), as well as defect management software is an asset
We are an Agile shop, and familiarity with Agile methodology is an asset
Must currently reside in Canada (preferably in Ontario) and must be legally eligible to work in Canada

We offer a competitive salary and benefits. We are located at 8000 Jane St in Vaughan, near Hwy 7. The office is easily accessible by car or transit (both TTC and York Regional Transit). More information about Upstream Works is available at www.upstreamworks.com.

Interested candidates may apply by responding to this job posting only.

And who are we?

At Upstream, we eliminate the causes of headaches by deploying products and services for corporate and enterprise contact centers. We help solve tough problems by integrating software and using analytics to improve efficiency. And, we are proud to say we can do this in the fastest time in the industry.

We are a group of modest, dedicated, hard-working, family-friendly, close-knit people who enjoy Christmas parties, family & friend picnics, and a culture of making the extra effort to do what we say we will, and make sure it benefits all of us. Oh, and axe throwing; sometimes we put dangerous weapons in the hands of our employees and no one gets hurt!

And because we are lean, everyone has the opportunity to make decisions, affect changes and see results right away. You can directly drive the success of the company.

At Upstream, we live and work by our culture of collaboration, delivery and respect for each other. When we hand out business cards to our friends and peers, they say: “quae dicimus faciamus” – we do what we say.

Source: http://www.upstreamworks.com/company/careers/

Aug 27, 2018

Customer Insight Analyst - Lichfield

Douglas JacksonLichfield

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Ref:                 DJRL1024

Role:                Customer Insight Analyst

Type:               Contract

Location:         London, Greater London, South East

Salary:            £33,500 pro rata and exceptional benefits

One of the UK’s leading and most ambitious housing associations are looking to recruit a Customer Insight Analyst in London.

They are looking to recruit an established researcher to help them manage the implementation of a customer panel and other customer insight tasks. As a Customer Insight Analyst you will have experience in managing quantitative research as part of a voice of the customer programme, either gained in-house or in a research agency. You will need all the skills associated with managing samples, contact and ensuring survey questions meet business needs. The successful Customer Insight Analyst will be adept at the dissemination of results to panel members and business stakeholders.

As a Customer Insight Analyst, you will use insight gained from the analysis of the customer views and performance data to highlight service failures, trends and positive experiences, working with teams across operations to make changes that drive improvements to raise the experience of their customers. You will design and deliver bespoke research projects to contribute to the development of their service offer.

The successful candidate will have:

A market research society intermediate level qualification in quantitative skills or an equivalent level of skill demonstrated through work experience or other qualifications would be beneficial.
Experience of Microsoft Excel and SPSS.
Experience of survey monkey, managing contact databases and managing electronic mail outs.
Excellent communication skills.
Excellent organisational skills.

In return you will receive a competitive salary and excellent benefits.

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

Follow us on Twitter @callcentrejobs1

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

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

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

Aug 24, 2018

Resource Planning Analyst - Lichfield

Douglas JacksonLichfield

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Job Ref: DJPF1027

Job Title: Resource Planning Analyst

Location: Leeds, Yorkshire

Salary: £30,000

Employment Type: Permanent

This is a newly created role for a Resource Planning Analyst to take a leading role within this exciting organisation. Reporting directly to the Customer Service Manager you will have responsibility for the end to end Resource Planning assisting with strategic decisions around planning.

Some of the Responsibilities include:

Provide accurate forecasting of both workloads and resource requirements
Accurately planning all shift patterns for Customer Service resource
Provide recommendations & solutions for ongoing improvements to workforce overall shift pattern structure
Provide accurate forecasting for recruitment requirements in relation to numbers/timing/shift patterns
Provide accurate and timely business and performance reports for both internal and external customers
Continually review information and trends to provide accurate root cause analysis and recommendations for improvement
Communicate information effectively and in a timely manner to all areas and levels within the business
Preparation of daily/weekly/monthly reports and analysis comparing actual performance to the forecast and providing recommendations to improve accuracy of future forecasts
Work closely with Team Managers to ensure appropriate staffing levels are met & identify ‘what if’ planning / analysis opportunities to drive operational efficiencies
Ensure shrinkage measures are kept up to date and real time in conjunction with Team Managers

If you are interested to apply:

Experience of shift design and providing resource models within a call centre environment
Experience of workforce planning and VOIP switch technology is desirable
Good working knowledge of all Microsoft packages, with strong MS Excel skills
Constantly seeking to drive process and performance improvement
A desire to develop the role and help grow the position to add value beyond resource planning

Aug 23, 2018

Front End Engineer - Santa Monica

CallFireSanta Monica

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CallFire has an immediate, full-time Front End Developer role on our Development Team. You will be working with a small team of developers focused on using Angular and Single Page Application design to bring industry-leading products to our customers.

About CallFire

CallFire, named one of the Best Places to Work in Los Angeles, is an exciting cloud messaging company with offices in Santa Monica, CA, Pasadena, CA, Austin,TX and Kiev, Ukraine. We are looking for individuals ready to work with a fun and dedicated team to change the face of communication. We are now seeking a Front End Developer for our Headquarters in Downtown Santa Monica.

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

Responsibilities

Collaborate with other developers and teams to plan, design, develop, test, and maintain web applications
Maintain high standards of software quality within the team by establishing good SDLC practices and leading by example
Recommend improvements to infrastructure, technology and processes

Minimum Qualifications

Experience building apps with Angular 5+ framework
3+ years of experience with HTML/CSS
3+ years of JavaScript development experience
Understanding of and experience with MVC frameworks
Experience with REST/JSON APIs

Experience with CSS preprocessors (SASS/LESS)

SCM experience, preferably GIT
Great design and problem solving skills, passion for quality and engineering excellence at scale

Preferred Qualifications

Familiarity with agile development methodologies
Experience with: CSS3, Travis-CI, Protractor, Karma and Jasmine
BS in CS or related field

Source: https://callfire.hrmdirect.com/employment/job-opening.php?req=848912&&&nohd#job

Aug 23, 2018

Compliance Representative - Renton

ConvergentRenton

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Description

Come join our thriving team!

Build Your Future Here!

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

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

We are currently seeking ambitious, self-motivated, driven

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

Responsibilities:

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

Job Duties:

Monitor randomly selected calls via various dialer softwares.by the compliance representative to review in one of two ways: Live Vox or FACS Kaliwa
Ability to meet monthly call monitoring quotas
Record scored calls via the Convergent Call Monitor Form
Save all reviewed and scored call forms as a PDF copy in selected company share drives
Send calls that result with compliance violations or are in need of a coaching opportinity are sent to Operations Management along with Convergent Call Monitor Form
Log all failed calls or coaching opportunities on an Internal Corrective Action log for trending reporting
Review all refund requests processed by the Bookkeeping Department to determine agent error
Review Call Miner Reports for trending and provide coaching opportunities to Operations Management as needed
Responds and resolves verbal and written complaints from state agencies, CFPB, the Better Business Bureau (BBB), Attorney Generals, attorneys, clients and consumers
- Investigate and document any violations, monitors collection calls and completes internal and client complaints reporting
Responds to email complaints in the required timeframes specific to company policy and client requirements

Qualifications:

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

IND123

Source: http://jobs.jobvite.com/convergent/job/oknd8fwM

Aug 15, 2018

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