Qualifications

Position Summary:

Job duties include overseeing operational direction for the entire Call Center Operations Team located in Fairhaven, MA and guiding the team to deliver to operational service levels, high quality and client program metrics. In addition to P/L responsibility for customer service, sales call center Inbound and Outbound operations Top candidate will be a proven dynamic "roll up your sleeves" involved leader with a proven ability to produce desired results in a multiple function, diverse 24/7 operation with the skill to produce excellent client service results while maintaining high employee moral, attendance and employee retention. In this role you be expected to achieve continued improvement within the operation via use of Business Process Improvement Techniques and team management. Other job duties include but are not limited to: hiring, training, exceeding client requirements in all areas of contract requirements, developing employees at all levels within the organization.

Excellent communication skills including the ability to articulate company vision and strategy, setting expectations with accountability and possess a strong customer and client focus with a "can-do" attitude and a willingness and determination to achieve results is a must!

Recent industry and extensive management experience is required, with a minimum of 7-10 years inbound / outbound outsourced call center experience at a GM, Site Director or Senior Operations level of multiple locations. The pinnacle applicant will also have 3 or more years experience managing a 300+ seat call center and a BA/BS degree in a related field.

Familiarity with distributed and networked computing environments (i.e. LAN/WAN, VPN), quality assurance principles, and quality function deployment is desired. Along with call center telecommunications technology (i.e.PBX, ACD, IVR, CTI), high-volume voice and data traffic networks (i.e. IP and TDM), and database applications (i.e. CRM) experience is preferred.

This position includes a base salary (commensurate with experience), a lucrative performance based bonus structure, paid time off, 401(k), flexible spending, medical, dental, vision, life, and Aflac insurances. Occasional travel of about 25% is required with this position.

Position Summary:

The basic function of the Client Services Manager is to organize and perform in house and outside client services functions to meet the established sales goals and growth objectives of the company and to plan and execute the necessary market activities to support and promote sales.

Major Responsibilities/Authorities/Duties:

• Sales Forecasting, Analysis and Budget Preparation
• Sales/Revenue Goals and Quotas
• Market Research & Planning
• Advertising & Promotion
• Customer Relations/Satisfaction
• Some travel required
• Must be knowledgeable in the sales and telemarketing industry.
• Contractual Obligation to be complete, exact, reviewed thoroughly and geared towards company goals before approval.

Experience/Qualifications:

• Education    
  1. Required: High school diploma or equivalent and a BA degree from four-year college or university, or equivalent industry experience.    
  2. Preferred: BS Sales and Marketing or Business Management

• Experience - A minimum of five years of managerial sales or customer service experience in a business related customer service center or similar environment.
• Skill, Knowledge and Abilities - The use of analytical and observational skills, which demonstrate an ability to organize, budget, forecast and control Client Services programs. Practical knowledge of operations systems in order to appropriately handle duties; practical computer knowledge (WIN2000, MS Office, email and other standard business systems) in order to communicate effectively internally and externally, as well as to provide the necessary reporting.
• Basic PC skills.

Position Summary:

The function of the Helpdesk Technician is to provide hardware, software, and software application systems support to employees' onsite or via telephone. Provide a high level of internal customer satisfaction through the effective delivery of technical support, service (install, modify and/or make minor repairs to personal computer hardware and software systems) and training to system users by performing the following duties.

Qualifications:

• A+ Certification or equivalent training in PC Maintenance or equivalent experience
• Experience with MS Windows XP and Windows 2000
• Experience with Linux and open source applications
• Experience with Cisco routers, switch, and voice applications a plus
• Excellent trouble-shooting skills
• Experience with installation and troubleshooting of PC based computers, peripherals, and applications in a Microsoft Windows environment.
• Familiarity with common PC Support Applications and Utilities
• Experience in Hardware/Software troubleshooting and repair
• Expert interpersonal communication skills and the ability to work quickly
• Effective communication both verbal and written
• Strong analytic skills.
• Provide desktop, printer, and Fax problem resolutions
• Setup, configure, and install new computers as needed.
• Experience with ghost backup and restore
• 1 - 3 years PC Technician or desktop support experience
• Associates degree from a two year college or university, or equivalent education and experience preferred.
• Requires some lifting (up to 50 lbs)
• Local travel may be required

Position Summary:

Lead generation and territory development
Contact and establish interest with key decision makers
Secure follow-up meetings and set appointments
Maintain lead generation activity and track within internal CRM tool
Support leads generated by marketing campaigns
Provide account management/partner development support to existing partners

Requirements:

1-2 years inside sales/telemarketing experience in the call center and /or customer service, sales industries and / or /fulfillment & warehousing and / or ecommerce industry BA/BS
Proven track record of exceptional lead generation and closed sales results Experience working in a team sales environment

Skills:

Efficient prospecting abilities, including cold-calling and research tactics
Desire and drive to make 50 targeted calls per day
Ability to communicate effectively over the telephone with high level decision makers
Ability to achieve individual and team goals in a complex sales cycle environment
Ability to communicate technical concepts
Excellent follow up, organizational and time management skills

Characteristics:

Position Summary:

This position is responsible for effectively managing the overall operations of our customer contact center to ensure both quantitative and qualitative objectives are met or exceeded.

RESPONSIBILITIES/AUTHORITIES/DUTIES:

• Manages all aspects of daily workflow and operations in order to met or exceed business objectives
• Leads a team of Supervisors, Team Leaders and Customer Service Representatives in a dynamic, fast paced and ever changing environment
• Participates in the formulation and establishment of fiscal year budget
• Assists in the development of strategic planning and implements operational changes to positively impact performance objectives
• Furnishes appropriate information required for compilation of monthly variance reports including explanations on major variations
• Coordinates with Program Managers, Training and Quality Assurance to ensure client and customer satisfaction objectives are met or exceeded
• Supports the marketing functions, related activities, and special initiatives to project a favorable company image and develop new sales opportunities
• Participates in decisions regarding performance appraisals, promotions, salary recommendations and terminations
• Ensures consistence adherence of the policies and standard operating procedures
• Promotes a positive and professional work environment

EXPERIENCE/QUALIFICATIONS:

• Recent industry and extensive management experience required
• Ability to contribute to the management team by effectively working with all levels of employees and management to meet company goals
• Experience in organizing, managing and gaining the involvement of diverse workgroups to accomplish specific projects and goals
• Adept in developing and introducing new ideas to enhance work processes and possess the initiative to carry them through
• Ability to complete multiple tasks and meet established objectives and deadlines
• Effective receiving, interpreting, and disseminating information in a manner that is clear and precise
• Possesses strong analytical skills, including the ability to exercise sound independent judgment
• Knowledge of and experience with pertinent systems and databases preferred
• Bachelor's degree from a four-year college or university, or equivalent education and industry experience required

Position Summary:

Responsible for providing leadership to a team of Customer Service Representatives to ensure all service levels objectives are consistently met. Responsible for ensuring that each member of the team is provided with training, mentoring, coaching, and on-the-job support in proper business practices. Responsible for representing the team, presenting team suggestions and recommendations on processes and procedures in accordance with organization cost, quality, and productivity goals.

Responsibilities and Duties:

• Directs and supports the daily activities of up to 20 employees
• Evaluates individual performance and productivity levels, and provides training and/or performance development to improve results
• Implements and monitors procedures to ensure smooth, accurate, and timely work flow within the team
• Communicates and ensures the consistent application of company policies and standard operating procedures
• Serves as a liaison between department management and team
• Resolves escalated calls and issues in an efficient and professional manner
• Researches customer and client issues and identifies trends
• Facilitates innovations that promote continuous improvement and result in improved service and/or reduced operating expense
• Completes special projects as other duties as assigned

Experience/Qualifications:

• Minimum two years customer service experience required, preferably in a call center environment
• Minimum one year leadership experience preferred
• Demonstrated ability in coaching skills, performance management, and individual goal setting desired
• Demonstrated experience in successful problem solving and management of multiple tasks in a fast paced environment required
• Strong analytical skills, including the ability to exercise sound independent judgment
• Strong interpersonal communication skills required
• Knowledge of and experience with pertinent systems and databases required
• Associates degree from a two year college or university, or equivalent education and experience preferred

Position Summary:

This position is responsible for the professional development of our Customer Service Representatives and Supervisors.

Responsibilities and Duties:

• Design and develop creative training tools, including instructor-led programs, on-the-job practice, self-paced exercises and written communications
• Conduct training sessions with newly hired and existing employees
• Coach and mentor trainees to meet and/or exceed training initiatives, priorities and goals
• Provide guidance and assistance to trainees while assisting them to develop the technical knowledge required to perform job functions
• Maintain records of the training activities and employee progress
• Assist in analyzing the training needs of the company and our clients and assess trainees to identify training gaps and needs
• Evaluate and report the effectiveness of training programs to management by using training measurement tools
• Integrate new methods and procedures to existing curriculum, as required

Experience/Qualifications:

• Recent training experience with the ability to translate learning needs into instructional tools
• Ability to demonstrate urgency, working independently to organize, prioritize and to perform multiple tasks and meet critical deadlines while maintaining accuracy and quality
• Ability to resolve conflict appropriately and effectively, particularly within a training and/or classroom setting
• Strong analytical skills, including the ability to exercise sound independent judgment
• Strong written and verbal communication skills, including keen listening skills
• Knowledge of and experience with pertinent systems and databases preferred
• Associates degree from a two year college or university, or equivalent education and experience required

Position Summary:

This position directly supervises employees and additional temporaries as needed to insure all orders are completed on a daily basis.

This position is responsible for managing people, relationships and products to meet the performance criteria established by management. This position must be able to make independent decisions within his/her realm of responsibility and must be able to effectively supervise multiple projects in order to attain objectives.

Major Responsibilities/Authorities/Duties:

• Responsible for accurate and on-time picking and packing of customer orders on a daily basis.
• Responsible for maintaining inventory integrity of a pick zone.
• Responsible for communicating departmental needs or challenges that are outside of his/her circle of direct influence to his/her immediate supervisor so that corrective action can be taken.
• Responsible for giving quality feedback and seeking out better methods of picking and packing orders to improve both speed and quality of pick.
• Responsible for looking for ways to motivate employees.
• Responsible for assuring the safe and healthy work environment for all employees.
• Responsible for maintaining accurate time records in the FFP Global timekeeping system for employees. Verify temporary personnel time records.
• Responsible for assessing performance and training needs of the department personnel.
• Responsible for enforcing and adhering to all company policies and work rules at all times. Documenting and administering discipline warnings as needed.
• Daily loading and unloading of trucks (includes lifting in excess of 50 pounds).
• Managing and controlling inventory including cycle counts.
• Accurately receive, re-stock, and stage material.
• Taking proactive measures to protect against warehouse losses.
• Other Duties as assigned.

Experience/Qualifications:

• RBachelors' degree or its equivalent experience in distribution supervision is preferred.
• 2+ years supervisory experience in shipping and receiving preferred.
• Good verbal and written communication skills.
• Certified Forklift Operator preferred.
• Ability to interact effectively and diplomatically with all levels of employees in the organization.
• Basic PC skills.