Coach
Provides direction and guidance to a team of Agents to ensure consistent achievement of key performance metrics. Coaches, mentors, and develops Agents for skills expansion and promotional opportunities. Plans, directs, supervises and evaluates work flow and coordinates work activities to achieve the volume expected to meet client operational requirements. Monitors performance of Agents according to established standards. Measures, reports and communicates metric goal attainment for assigned team.
Customer Service Representative
Answer inbound calls within guidelines/goals established by the client and contact center management. Consistently achieve call quality score goals to assist in achieving client and customer satisfaction goals. Other duties as assigned.
HRIS Administrator
Processes all new hires, updates associate data in the HRIS system, and maintains associate files in accordance with the standardized record retention policies and procedures. Ensures accuracy, integrity, and confidentiality of HR data. Creates and distributes a variety of reports and statistical summary data. Troubleshoots HRIS issues, handling associate inquiries concerning benefits, payroll or human resources, and reinforcing Company policies, while providing timely and friendly customer service. Delivers payroll and benefits orientation to new hires ensuring all necessary forms are completed fully and accurately contributing to a positive onboarding experience for new hires. Responds to unemployment inquiries and employment verifications based on defined parameters.
Learning Manager
Responsible for delivery of client training programs managing the learning experience for associates for a site. Trains and supervisors a staff of Learning Specialists. Conducts train-the-trainer sessions. Designs learning strategies to fill needs as identified through analysis in partnership with Client, Coaches and Operations Managers. Conducts training programs for Agents. Monitors agent performance and provides feedback and development opportunities. Ensures that feedback programs provide Agents with guidance to correct problems. Orient new employees to ClientLogic creating a positive onboarding experience.
Learning Specialist
Creates learning experiences that equip new and long-term associates to excel in the work environment through expert classroom instruction, on floor mentoring and one-to-one skills coaching to ensure teams of highly qualified agents. Tracks and analyzes training programs by examining Agent performance. Provides feedback to Agents for development opportunities. Conducts training programs for Agents and Coaches on new products/services, selling skills, and/or system changes.
Operations Manager
Leads multiple teams of Coaches who are responsible for the day-to-day operation of a team of Agents handling customer inquiries. Develops, mentors and trains Coaches. Ensures volume of work produced meets standards/goals ensuring service levels are met and exceeding client quality standards. Ensures retention and associate satisfaction goals are met.
Process Quality Analyst
Supports site management team by identifying opportunities for achieving high levels of positive customer experience and leading the process and quality efforts to achieve them. Compiles reports, analyzes data, identifies and recommends operational process improvements utilizing six sigma techniques.
Recruiter
Sources, recruits and interviews prospective employees for nonexempt and some exempt positions ensuring adequate and timely staffing with quality associates with a focus on employee retention. Determines best avenue in recruiting (e.g., advertising, direct contact, employee referrals, and job fairs). Determines appropriate match of applicant skills to job responsibilities and supports administration of pre-employment testing and behavioral interviewing. Partners with site management to understand and anticipate recruiting needs to ensure appropriate applicant flow. Participates in community events and builds external business relationships to serve as company ambassador for recruiting efforts.
Recruiting Manager
Ensures effective recruitment and selection activities of the site to employ, place and/or transfer internal and external candidates for Agents, Coaches, and support staff positions at the site ensuring adequate and timely staffing with quality associates with a focus on employee retention. Builds and implements community relations programs related to recruitment strategies. Acts as Company advocate within the community to identify sources of candidates by initiating and maintaining relationships with outside sources such as employment agencies, job fair sponsors, local chambers of commerce, schools and colleges, or through other business channels. Builds pool of qualified applicants reducing lead-time required to fill jobs quickly. Monitors selection criteria and testing techniques to ensure compliance to standards and participates in the development and implementation of revisions. Educates managers as needed on employment law.
Site Director
Responsible for the overall operation of a contact center partnering with clients in achieving their business goals. Provides leadership and management to associates ensuring associate satisfaction and retention of qualified associates. Provides development of site management team and ensures appropriate training and development for all associates. Analyzes operations and efficiency to ensure continual improvement of processes to best achieve overall business goals. Represents ClientLogic as a leading business presence through local community involvement and industry networking.
Site Systems Support Administrator
Supports/maintains the facility's LAN, WAN and internet connection; maintaining the network hardware and software; configuration, maintenance and upgrading all site servers; monitoring and performing all data backup and recovery processes; setting up login and e-mail accounts. Maintains servers, workstations and printers on the network and in standalone environments. Monitors system configuration to ensure data integrity. Provides technical guidance on software applications, hardware and the security and recovery of data. Enforces the highest standards of security as set out by the corporation.
Technical Support Specialist
Responds primarily to routine inquiries of a technical nature but may require deviation from standard screens, scripts and procedures. Typically supports IT hardware and software products. Under supervision, performs work that is varied, may be somewhat difficult in content but usually involves limited responsibility. Some evaluation and problem solving skills required. Handles problem resolution that may require follow-up and/or escalation to a higher level of expertise. May support customers via live chat, email, or phone support. Requires general knowledge of client’s business, products and/or services. May respond to customer inquiries by referring them to published materials, secondary sources, or more senior staff. May attend on-going training sessions to achieve higher level of technical skill.
Voice Communications Technician
Designs and implements voice communication solutions including PBX engineering, network provisioning and ACD administration. Supports and manages voice systems, voice networks and adjuncts such as voicemail and CMS. Works with vendors and clients to plan, design and implement client and internal voice communication solutions.
Workforce Management Coordinator
Maintains, enters and manages associate information and schedule requests within the scheduling system. Answers associate questions regarding scheduling and interacts with the account scheduler. Processes PTO requests and approves shift swaps prior to final schedule runs. Updates associate proficiencies and availability profiles, maintaining associate mapping tables, and ensuring associates are assigned to the correct campaigns.
