Current Vacancies
HOME BASED CALL CENTER PROJECT MANAGER
1NWContact is looking for a HOME BASED CALL CENTER PROJECT MANAGER with a home office who can be located anywhere in the US and who will be supervising CSRs with home offices who are also located across the US.
Initially, you, as a HOME BASED CALL CENTER PROJECT MANAGER, will contribute to the growth of this company by leading one or more of our key campaigns, which currently include: inbound direct response (appointment setting, customer acquisition, and order taking), customer service and selected outbound political and survey projects.
YOU WOULD LEAD 15-45 REMOTE WORK-AT-HOME AGENTS, TO START.
PRIOR EXPERIENCE IN MANAGING REMOTE AGENTS IS ESSENTIAL TO BEING CONSIDERED.
1NW Contact is a cloud based, home agent, call center company. Projects span both inbound and outbound calling campaigns. Inbound projects include customer service, order taking, sales, appointment setting, surveys, call routing, etc. Outbound programs involve calling programs for B2C and B2B. These programs involve appointment setting, qualification of prospects for a live transfer, overcoming objections and selling, customer satisfaction surveys and post-sale follow-up programs. We serve a variety of market segments including financial services, direct response TV and radio, healthcare, insurance, education, business and consumer and internet marketing.
SKILLS REQUIRED: We seek a person who has:
• VIRTUAL WORKFORCE/WORK-AT-HOME CALL CENTER MANAGEMENT EXPERIENCE
• Minimum of 3 years of customer service and/or telemarketing team leadership.
• Minimum of 3 years in a call center supervision role.
• Experience in training, script development, and quality assurance monitoring.
• Knowledge of a cloud based hosted system is important.
• Understanding of compliance requirements (privacy, telemarketing, PCI) and compliance regulations such as DNC and TCPA from a training perspective.
• Ability to analyze issues and articulate appropriate solutions
• Ability to embrace and implement change and adapt accordingly.
• Good communication skills, including the ability to tailor communication to the audience.
RESPONSIBILITIES:
• Produce results!
• Launch new projects which includes testing, implementation, reporting, forecasting, scripting, process control and training
• Manage Independent Contractor agents using encouragement, coaching, motivation and key performance metrics, including: conversion rates, handle time, costs, activations, churn and similar performance indicators
• Manage agent scheduling and ensure that campaigns are properly staffed at all times
• Conduct agent training and ensure that there is an adequate supply of trained agents for each campaign. You will train agents on the system and on the client requirements.
1NW Contact is a work-at-home “virtual” contact center company. You will need a private QUIET home office equipped with a Windows 7 or 8 PC and a broadband internet connection. We have our own recruiting and onboarding system and a recruiting team that sources and prepares trainees for training workshops that you will conduct using GoToMeeting/Join Me. We use the Five9 Virtual Call Center Suite for all of our campaigns. We have an Intranet and excellent communications systems and a well-developed management reporting system.
To apply, send your resume to lenlinton@1nwcontact.com