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Client Services - Call Center

Are you ready to take your call center operations experience to the next level?
We have a very unique opportunity within our global organization where we are looking to identify the right candidate that has call center experience and would like to move into a Sales / Business Development role where leads are given to you.

Business Development Position Description

Job Responsibilities: 

Essential Duties & Responsibilities:
•Delivering New Business in the form of additional clients for The Results Companies – focused on but not exclusive to HealthCare and Financial Service verticals
•Taking leads that are provided for you by The Results Companies and turning those leads into business development
•Working with Client Services to expand Lines of Business or Services with existing Clients in HealthCare & Financial Services
•Developing the Pipeline for New Business for both HealthCare & Financial Services Verticals
•Delivering a minimum of $5 million in annualized New Business as an individual contributor each year
•Supporting the Response to and Creation of Engagement Materials, RFP materials and Site Visit oversight for prospective clients sourced by yourself
•Responsibly Managing all Travel & Entertainment budgets assigned to you– providing forecasting and ROI
•Use Salesforce to manage all prospecting, target account opportunity and contact information
•Build and maintain high-level executive relationships within Accounts, increase The Results Companies Service’s visibility, and drive business solutions
•Become the “Point Person” within assigned account and/or territory to manage successful service delivery by working with clients and internal resources (i.e. Professional Services, Support, Executive Management and Finance).
•Provide an ongoing deep dive “feel” about each Client’s business and clear understanding of how to positively impact the business through the services provided by The Results companies

Required Skills and Qualifications: 

•Education equivalent to college degree, in business or marketing, or the equivalent in related work experience.
•The ideal profile for this candidate is an individual who has an interest in sales that comes from a client services or account management background
•Demonstrates sound knowledge of computerized customer databases with proficiency in Microsoft Excel, Word, and PowerPoint, used in developing and implementing sales strategies for customers/prospects.

Grad School Dean

The Grad School Dean occupies a key position in the development of Results' newest Associate by leading them through anb organizaed classroom to production environment supported by high levels of application, practice, observation, and feedback to develop specified levels of key performance indicator attainment. This is a leadership position.

Job Responsibilities: 

- The Grad School Dean assures that all the requirements of the Results Grad School programs are implemented and adhered to as a means of ensuring new associates learn to apply the knowledge, skills and abilities learned in training to a production setting.
- Works in collaboration with the site Training Professionals to conduct a successful training to Grad School transition.
- Leads new teams, or supervises team leaders of groups of new associates progressing through Grad School.
- Coordinates activities of Mentors, Quality Performance Consultants and Training Professionals supporting Grad School.
- Coordinates all required touch points and issues invitations to required contributors.
- Ensures that requirements for all associates including number of monitors, calibrations, coaching sessions and team meetings are consistently met and tracked.
- Monitors and records the progress of all new associates in the Grad School environment.
- Updates or oversees updating of Personal Improvement Plans for each Grad School participant.
- Maintains a dedicated area from support of Grad School to include signage, workstation materials, performance and recognition boards.
- Conducts end of Grad School hand off meeting to receiving team managers reviewing abilities of each associate.
- Conducts an end of Grad School graduation / transition celebration.
- In sites without a dedicated RAS Manager, serves as the Mentor Committee Chair.
- Attends site level leadership meetings.
- Attends corporate level bi-weekly Grad School Dean meetings.

Required Skills and Qualifications: 

Required Skills:
- Excellent organizational skills and ability to multi-task in a dynamic, fast paced environment.
- Well developed oral and written communication skills.
- The ability to lead teams and measure individual performance.
- Excellent consulting skills (e.g., critical thinking, problem solving, decision making and influencing.
- Ability to creatively use resources and adjust to changed quickly and professionally.
- Ability to work independently with minimal supervision, but also in a team environment.
- Strong computer and software skills; proficient in Microsoft Office, Excel and Power Point.
- Strong attention to detail.
- Project Management skills.

Qualifications:
- One to two years progressively responsible experience in a contact center environment.
- Successful experience as a Team leader, Training Professional or both.
- Ability to work in a normal office environment.
- Ability to work multiple shifts as required.

Business Development Director

Business Development Position Description

Job Responsibilities: 

Essential Duties & Responsibilities:
•Delivering New Business in the form of additional clients for The Results Companies – focused on but not exclusive to HealthCare and Financial Service verticals
•Taking leads that are provided for you by The Results Companies and turning those leads into business development
•Working with Client Services to expand Lines of Business or Services with existing Clients in HealthCare & Financial Services
•Developing the Pipeline for New Business for both HealthCare & Financial Services Verticals
•Delivering a minimum of $5 million in annualized New Business as an individual contributor each year
•Supporting the Response to and Creation of Engagement Materials, RFP materials and Site Visit oversight for prospective clients sourced by yourself
•Responsibly Managing all Travel & Entertainment budgets assigned to you– providing forecasting and ROI
•Use Salesforce to manage all prospecting, target account opportunity and contact information
•Build and maintain high-level executive relationships within Accounts, increase The Results Companies Service’s visibility, and drive business solutions
•Become the “Point Person” within assigned account and/or territory to manage successful service delivery by working with clients and internal resources (i.e. Professional Services, Support, Executive Management and Finance).
•Provide an ongoing deep dive “feel” about each Client’s business and clear understanding of how to positively impact the business through the services provided by The Results companies

Required Skills and Qualifications: 

•Education equivalent to college degree, in business or marketing, or the equivalent in related work experience.
•The ideal profile for this candidate is an individual who has at least 5 years of selling experience in the high tech market place, preferably selling Call Center solutions/services
•Demonstrates sound knowledge of computerized customer databases with proficiencies in Microsoft Excel, Word, and PowerPoint, used in developing and implementing sales strategies for customers/prospects.

Human Resource Coordinator / Recruiter

The Human Resource Coordinator / Recruiter is responsible for administrative related duties and is responsible for delivering all facets of the recruiting success throughout the organization for your designated site. This will be achieved through the development of local recruiting strategies by utilizing traditional sourcing methods and resources as well as developing new and creative recruiting ideas. The Local Recruiter will play a critical role in ensuring we are hiring the best every time!

Job Responsibilities: 

The Local Recruiter takes the lead in all the site's recruitment activities, ensuring that staff needs and objectives are met and exceeded
Seek out, interview and screen applicants for both customer service and customer sales positions in order to fill existing and future job openings
Perform searches for qualified candidates according to relevant job criteria, using computer databases, networking, Internet recruiting resources, cold calls, media, recruiting firms and employee referrals
Post openings in newspaper advertisements, with professional organizations and in other appropriate venues that are approved by the company
Coordinate the interviewing process for job applicants including applicant flow, scheduling, testing, interviewing and responding to applicants
Measure ongoing effectiveness of recruiting tools within your market as to where the best applicants come from
Become proficient with our applicant tracking platform tool (Evolv) to determine the best applicants for our organization
Complete new hire paperwork and maintain employee files
Hear and document employee relation issues and handle / escalate to corporate HR as needed
Participate in unemployment hearings
Collect and submit payroll
Conduct new hire orientation
Processing various forms including applications, employment, enrollment, personnel change information and other confidential forms and records

Required Skills and Qualifications: 

Excellent presentation and communication skills
Minimum 2+ years of HR or Recruiting experience
Candidate should be a savvy, results-oriented individual with a high energy level and an enthusiastic approach
Must be detail oriented, methodical
Self-motivated with proven project management skills; experience managing multiple concurrent engagements a plus
Demonstrate relationship and leadership skills to influence and work with multiple internal and external client contacts
Excellent problem solving, conceptual thinking, quantitative and analytical skills
Able to work effectively in a rapidly changing environment while generating significant output at high performance
Strong skills and proficiency in MS Office (Word, PowerPoint, Excel, Access)

Asian (Korean or Mandarin) Bilingual Inbound Customer Service Agents

Call Center on behalf of major company; no sales, multiple positions available, must have shift flexibility.

Job Responsibilities: 

Provide customer service utilizing the appropriate/required scripting and quality assurance criteria while educating them on the benefits of other productions in a professional manner.

  • Responds to callers via telephone while meeting all corporate guidelines and performance standards
  • Maintains current and ongoing product knowledge post training in order to provide excellent customer service
  • Customer experience as reflected in customer satisfaction scores, quality and monthly assessment scores
  • Education of new members and re-education of existing members regarding health plan procedures and benefits
  • Logs, tracks and appropriately documents all issues utilizing online systems in accordance with all applicable guidelines, requirements and procedures
  • Required Skills and Qualifications: 
  • Six months of call center experience or similar work experience required
  • High school diploma or equivalent
  • MUST SPEAK EITHER KOREAN or MANDARIN FLUENTLY
  • Full and Part-Time positions available
  • Ability to accommodate a flexible schedule as needed throughout the duration of employment
  • Ability to multi-task (i.e., talk & type) in a fast-paced, performance-metric-driven environment. Able to handle multiple call types as the agent is cross trained
  • Written and verbal communication skills
  • Ability to analyze and interpret instructions (verbal and written)
  • Computer skills with the ability to use numerous workstation applications at the same time and navigate various screens while employing customer satisfaction techniques
  • Customer service and organizational skills
  • Typing test required
  • From the Desk of Justin Harmon - Philippines Operations Director

    Thank You Team Manila and Our Global Results Family

    Sales Manager

    The Sales Manager will lead all site level activities on all site sales programs to improve site sales performance. The Call Center Sales Manager leads a team or multiple teams of Inbound and Outbound Call Center Sales Representatives at our call center in Galax/Corpus and Provo, Utah to obtain daily, weekly, monthly, and yearly sales objectives. The goal will be achieved through proper coaching, development, motivation, goal setting and general direction.

    Job Responsibilities: 
    • Coaching and developing outliers assigned by LOB by live monitors, side by side monitors, and recorded calls monitors, and giving immediate feedback to the agent
    • Reporting sales detail by LOB to SD for MTD, WTD, Week over week and Previous Day
    • Top bonus amounts by program are posted monthly to motivate agents to achieve
    • Create sales specific content and present during NHO to get the agents excited about performance
    • Participates in the development of sales strategy and quota setting at the functional role
    • Responsible for developing and implementing incentive strategy and programs to drive revenue goals
    • Works with training manager to analyze sales training opportunities as well as, design, develop and deliver associate sales training
    • Analyze sales statistics to formulate policy and assist Sales Leaders in communicating sales promotions to front line staff
    • Reviews program performance to determine customer needs and assists client in developing sales strategies
    • Prepares periodic program sales report showing sales volume and potential sales
    • Understand and apply effective call center principles
    • Meet or exceed client performance goals
    • Meet or exceed program Quality Assurance Metrics
    • Manage staffing level to maximize productivity and cost effectiveness
    • Participates in daily call monitoring for quality purposes and understanding of current business conditions.
    • Identify new opportunities for efficiencies using experience on prior campaign or program outcomes
    • Lead daily sales action planning meetings with individual Sales Representatives.
    • Continuously review and take appropriate action to improve or highlight representative statistics, including: inbound calls handed, outbound dials made, total sales and conversion rates by sales type (inbound vs. outbound).
    • Review development needs of Call Center Sales Representatives and develop individual plans for improvement, growth and/or career progression.
    • Responsible for all site level sales reporting to the business, local administration of sales bonuses for all supported programs and face to face, hands-on, coaching of associates. Additionally, responsible for skilling strategies to maximize sales performance and balance costs.
    • Participate in daily staff meetings to communicate status of current projects and to identify trends or needs within the call center and the company.
    • Provide guidance, counseling, coaching and/or disciplinary actions when needed for performance deficiencies and/or violations of company policies.
    • Manage inbound/ outbound sales team, sales pipeline and daily work flow
    • Monitor, assist, and teach sales staff how to improve their sales process to achieve better closing ratios and improve customer satisfaction ratings
    • Track, analyze, and report on sales and customer service staff metrics and provide management with staff productivity reports
    • Provide leadership and guidance while holding sales/customer service representatives accountable, resulting in well-trained sales/customer service team
    • Take responsibility for team’s performance, production, quality, on-going training / personal development and adherence to policies and procedures, including developing reasonable expectancies and goal setting
    • Handle escalated customer service issues when needed, ensure appropriate follow-up and documentation
    • Ensure training of new products, promotions or any policy changes are thoroughly covered with all team members on a regular basis
    • Analyze call volume and results on a continuous basis and make staffing recommendations to management as needed
    • Provide active supervision of all day to day customer service activity
    • Take responsibility for hiring, training, coaching, developing and motivating a sales driven team while maintaining a positive culture environment
    • Responsible for all site level sales reporting to the business, local administration of sales bonuses for all supported programs and face to face, hands-on, coaching of associates.
    Required Skills and Qualifications: 
    • SALES EXPERIENCE!!!
    • Ability to teach and mentor others
    • Disciplined worth ethic
    • Excellent analytical skills
    • Excellent written and interpersonal skills
    • Proven leadership ability
    • Must be able to handle multiple tasks in a fast paced environment
    • Must have strong organizational skills and problem solving skills
    • The ability to work as a team player and under pressure while maintaining a positive attitude
    • Strong MS Office Skills (Word, Excel)

    Sales Agent - Pasig City

    The Results Companies, on behalf of a major company, is looking for great people with the attitude to win. For a limited time, you can get a great job and a 15,000 peso hiring bonus. Great pay, great benefits and a fantastic atmosphere with incredible career opportunities.

    Job Responsibilities: 
    • Maintains, at a minimum, target levels of sales, productivity and performance as outlined by Coach/Team lead in relation to call times, AUX times, conversion/sales rates and other performance metrics as they become defined
    • Uses numerous workstation applications to supply "live" responses to customers' needs
    • Documents customer calls in the database system and assist in building research information. Document account resolutions, issues and general notes.
    • Assists customers with functionality and basic troubleshooting of product or account issues
    • Assists in resolving serious customer complaints and escalated calls
    • Maintains, at a minimum, target levels of performance, as outlined by Coach in relation to Call Flow Compliance and CSAT metrics
    • Maintains an up-to-date level of product and procedural knowledge by being attentive to and acting upon information advised in email updates, team meetings, training and other briefings
    • Manages all issues to completion or refers outstanding listener queries to Coach or appropriate point of contact
    • Helps maintain a good team and working environment by assisting fellow employees and participating constructively in meetings
    • Multi-tasks: listening, inputting data, probing, providing solutions, navigating through various screens while applying customer satisfaction techniques
    • Identifies customer service needs of a customer and makes persuasive suggestions and recommendations that match the identified customer need matched to up-sell/cross-sell opportunities
    • Undertakes duties of a general nature or additional tasks as may be required from time to time by Supervisor or Manager
    Required Skills and Qualifications: 
    • Must be proficient on computers as expressed in knowledge and use of Microsoft Office (word processing, spreadsheets, and database systems). Experience with any of the following a plus: web-based customer relations tool, Avaya or CTI soft-fone.
    • Articulate speech; clear and well-modulated speaking voice
    • Superb listening, probing, negotiation and de-escalation skills needed
    • Must have excellent analytical and troubleshooting expertise
    • Must use proper English, spelling, grammar, punctuation and syntax. Ability to type 25 WPM or more (bilingual a plus)
    • Must be able to accommodate a flexible schedule, as needed. Call Center hours are currently 8am – 1am EST.

    Work Experience

    • 1 year+ Sales/Retention experience (preferably enterprise scale)
    • Experience in up-sell/cross-sell environments
    • Must have previous customer interface experience and the ability to handle upset customers in a professional manner
    • Proven contact center performance, able to meet compliance, quality and productivity metrics
    • Previous work in a highly dynamic, fast-paced service environment
    • Experience in “new media” industries a plus

    Ideal Candidate Attributes

    • Professionalism – exhibits a strong work ethic and actively works toward excellence
    • Integrity – earns and maintains trust by communicating clearly and openly and acting honestly and ethically
    • Self-Management – exhibits self-control, sets personal goals and chooses ethical courses of action
    • Teamwork – inspires a team to achieve and exceed the business objectives
    • A successful candidate will be a team player able to work in a highly matrixed and collaborate environment. Able to manage a large number of details and quickly recall them.
    • Detail oriented, able to demonstrate high compliance to policy and procedure, yet adaptable, striving for the highest standards, continually improving process
    • Confident and resilient, driven/self-motivated while being open to feedback
    • Proven ability to work well in a high-pressure/target-driven environment
    • Demonstrates a Passion for sales, music and satellite radio

    The Results Companies Announces Opening of Lawrence, KS Contact Center

    Brian Fallers

    DANIA, FLORIDA, July 23, 2012 – The Results Companies (Results), one of the world’s leading customer experience management partners in the business process outsourcing (BPO) space, announced that they will be opening a customer contact center in Lawrence, Kansas. This expansion will allow Results to accommodate current and future client growth needs for exceptional customer service and sales operations.

    File Download: 
    July 24,2012

    Sales Agent - Stuart, VA

    The Sales Agent manages subscribers phone/web/fax/mail queries promptly and efficiently, and in accordance with Company Policy and procedures. The Sales Agent is responsible for providing quality and efficient sales presentation to customers; investigates account issues, and takes appropriate action while providing follow up to the customer. Our agent works above and beyond to delight the Listener/Partner by balancing our client’s business needs and the Listener/Partners’ expectations.

    Job Responsibilities: 
    • Maintains, at a minimum, target levels of sales, productivity and performance as outlined by Coach/Team lead in relation to call times, AUX times, conversion/sales rates and other performance metrics as they become defined
    • Uses numerous workstation applications to supply "live" responses to customers' needs
    • Documents customer calls in the database system and assist in building research information. Document account resolutions, issues and general notes.
    • Assists customers with functionality and basic troubleshooting of product or account issues
    • Assists in resolving serious customer complaints and escalated calls
    • Maintains, at a minimum, target levels of performance, as outlined by Coach in relation to Call Flow Compliance and CSAT metrics
    • Maintains an up-to-date level of product and procedural knowledge by being attentive to and acting upon information advised in email updates, team meetings, training and other briefings
    • Manages all issues to completion or refers outstanding listener queries to Coach or appropriate point of contact
    • Helps maintain a good team and working environment by assisting fellow employees and participating constructively in meetings
    • Multi-tasks: listening, inputting data, probing, providing solutions, navigating through various screens while applying customer satisfaction techniques
    • Identifies customer service needs of a customer and makes persuasive suggestions and recommendations that match the identified customer need matched to up-sell/cross-sell opportunities
    • Undertakes duties of a general nature or additional tasks as may be required from time to time by Supervisor or Manager
    Required Skills and Qualifications: 
    • Must be proficient on computers as expressed in knowledge and use of Microsoft Office (word processing, spreadsheets, and database systems). Experience with any of the following a plus: web-based customer relations tool, Avaya or CTI soft-fone.
    • Articulate speech; clear and well-modulated speaking voice
    • Superb listening, probing, negotiation and de-escalation skills needed
    • Must have excellent analytical and troubleshooting expertise
    • Must use proper English, spelling, grammar, punctuation and syntax. Ability to type 25 WPM or more (bilingual a plus)
    • Must be able to accommodate a flexible schedule, as needed. Call Center hours are currently 8am – 1am EST.

    Work Experience

    • 1 year+ Sales/Retention experience (preferably enterprise scale)
    • Experience in up-sell/cross-sell environments
    • Must have previous customer interface experience and the ability to handle upset customers in a professional manner
    • Proven contact center performance, able to meet compliance, quality and productivity metrics
    • Previous work in a highly dynamic, fast-paced service environment
    • Experience in “new media” industries a plus

    Ideal Candidate Attributes

    • Professionalism – exhibits a strong work ethic and actively works toward excellence
    • Integrity – earns and maintains trust by communicating clearly and openly and acting honestly and ethically
    • Self-Management – exhibits self-control, sets personal goals and chooses ethical courses of action
    • Teamwork – inspires a team to achieve and exceed the business objectives
    • A successful candidate will be a team player able to work in a highly matrixed and collaborate environment. Able to manage a large number of details and quickly recall them.
    • Detail oriented, able to demonstrate high compliance to policy and procedure, yet adaptable, striving for the highest standards, continually improving process
    • Confident and resilient, driven/self-motivated while being open to feedback
    • Proven ability to work well in a high-pressure/target-driven environment
    • Demonstrates a Passion for sales, music and satellite radio
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