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Director of Call Center
Director of Call Center

Reporting to the AVP of Call Centers, the Director of Call Centers will be responsible for driving the overall execution of our fast-growing, Frisco TX Contact Center Operation. The person will lead Customer Care and Support functions across all contact channels (phone, email, chat, etc.) to deliver high levels of customer satisfaction, and service level achievement in a complex and dynamic environment. This leader will have both deep contact center experience and strong hands-on general management skills with the ability to drive transformation in a high-growth environment.

Principal Duties and Responsibilities:
• Develop future vision and implementation strategy to exceed customer experience targets and sales generation goals
• Drive the overall performance of the customer service organization: service levels, revenue generation, customer satisfaction, cost reduction.
• Effectively lead and manage staff, overseeing all call center operations including functions of inbound sales, customer care, quality assurance & training.
• Enhance a winning culture, with enthusiastic leadership and the ability to communicate and connect with all levels of personnel.
• Build highly effectively sales channel supporting both inbound, outbound and key specialized category teams.
• Provide a voice of the customer feedback loop to the business.

Qualifications:
• 4-year college degree or equivalent, relevant experience required.
• 5+ years of experience in managing operations (200+ agents), ideally in a high-growth environment.
• 2+ years of BPO experience.
• Experience working with physicians and other providers in a healthcare environment.
• Ability to set strategy / follow through on tactical implementation and execution of initiatives.
• Hands on and enthusiastic leadership style with excellent interpersonal skills - can connect with staff at all levels and effectively manage change.
• Experience managing teams with demonstrated track record of results.
• Proven experience leveraging technology to optimize customer operations and sales.
• Track record of driving cost reductions without negatively impacting performance or customer satisfaction.
• Deep knowledge and experience managing workforce planning, recruiting, training, quality assurance and customer service.
• Knowledgeable utilizing and implementing technology (i.e. CRM applications) to drive process improvement.
• Ability to think and perform both tactically and strategically.
• Analytical and data driven.
• Thrives in a fast-paced environment.

Call Center Supervisor
Call Center Supervisor

General Duties and Responsibilities:
• Provide general supervision of Member Service Representatives. Responsible for day-to-day guidance in meeting call center service level objectives and general coaching to achieve high levels of service.
• Contribute to a positive work environment where MSRs achieve high service levels in a professional and friendly environment.
• Perform quality monitoring on incoming calls to ensure quality and adherence to established processes and procedures.
• Provide ongoing training and coaching to ensure thorough knowledge of system, processes, products, and procedures.
• Provide prompt assistance to representatives with questions related to products and procedures.
• Consistently review quality and productivity of assigned team and provide prompt and professional feedback to ensure ongoing improvement.
• Process employee time off requests and audit time clock records, making adjustments in a prompt and timely manner. Keep both the Workforce Manager and the Call Center Manager informed of staffing changes due to vacation/holiday, illness or other absences.
• Answer incoming customer service calls as needed in a friendly, professional manner, providing accurate and prompt responses to customer inquiries.
• Handle escalated calls timely and efficiently in order to provide an effective resolution for both parties.
• Provide timely and comprehensive feedback on issues or problems in delivery of Call Center services to management and client relations (account managers).
• Perform other related duties as required and assigned.

Knowledge, Skills & Abilities:
• A professional and helpful phone manner and the ability to build strong customer relationships is vital for success.
• Must possess a positive attitude, be self-motivated and be a team player.
• Ability to develop strong rapport with assigned team and provide professional guidance and counseling.
• A good understanding of quality customer service principles is necessary for this position.
• Knowledge of call center fundamentals.
• Strong interpersonal skills and the ability to communicate with many different levels of management.
• Strong analytical and organizational skills.
• Ability to have the initiative to identify needs and offer solutions.
• Flexible to work different schedules as business needs required.

Education, Experience & Software:
• High school diploma or equivalent; college degree preferred.
• At least twelve-months of previous experience leading or supervising a team of representatives.
• Must have the desire to help others and problem solve in a fast-paced environment.
• Good computer skills and experience with MS applications - Excel, Word, Outlook, etc.
• Experience with CICCM7 or similar product a plus or at least some experience working with ACD applications.

VP of Business Development
VP of Business Development

Department: Vice President – Call Center Sales

Position Title: VP of Business Development

Reports to: President

Location: This is a remote position based in the United States

If your passion is leading and executing business development strategies and relationships, then this is your next career move!

Company Description:
Outsource Consultants is working with a Midsized BPO with USA and nearshore call center locations. They currently specialize in energy, home warranty, and solar telesales. This client is a call center industry leader and they looking to expand into new verticals and looking for a experienced and committed VP of Business Development that can help the company achieve their strategic growth goals. The objective of this organization is to find the best quality sales professionals who are results driven and embrace a teamwork culture. This professional business development position will either be a remote or in office position depending upon candidate experience, and location.

Position Overview:
The client has a growing call center that is seeking a VP of Business Development to continue grow their book of business and further expand their call center operations. As the VP of Business Development, you will be hunting and leveraging your call center relationships by generating new business to the company.

This individual must possess a professional and deep rolodex of industry contacts and seek out new contacts to identify clients that are looking to outsource their call center needs. The client is open to a variety of industry experience, it can be outside of what the client specializes in listed above, as they are looking to add new industry experience to their team and continue to grow where they have breadth of experience.

The client is seeking a professional yet fun, to generate new call center clients and be focused on stable long-term inbound call center work versus outbound telesales work. To be successful in this role, the candidate must be able to focus on hitting their sales targets as an individual and overall company goals.

Responsibilities:
• Provides sales focused strategy and feedback to the leadership team.
• Accountable for focusing on sales growth and building a pipeline.
• Meet goals on developing new business.
• Meet revenue and pipeline sales goals to achieve monthly and quarterly success.
• Maintain knowledge of client services and offerings and awareness of competitor pricing.
• Comfortable making cold calls to prospective clients.
• Maintain flexibility to travel.
• Reports directly to the President.

Skills and Qualifications:
• Strong new business/sales development experience with the ability to maintain client accounts
• Possess a proactive approach
• Leadership abilities
• Organizational skills
• Analytical skills
• Critical thinking abilities
• Productivity management
• Business development
• Strategic thinking
• Excellent presentation skill and effective communication oral and written
• Proficiency in communication follow up and setting next steps
• Previous call center experience

Minimum Requirements:
• At least five years sales experience in a Business Development role call center environment.
• At least two years’ experience working within a CRM.
• Bilingual in English and Spanish is preferred, not required.

Compensation:
• Salary will be based on experience. Advise the compensation you are looking for, and that information will be passed to the client directly to take the next steps in the interview process. This position will be a base plus commission.

To apply, send your resume and cover letter to Jade Wangensteen at jwangensteen@outsource-consultants.com

Director of Sales
Director of Sales

Department: Management – Call Center Sales

Position Title: Director of Sales

Reports to: General Manager

Location: Barranquilla, Colombia

If you are a highly motivated leader looking to coach a call center sales team to continued success, then this is this position you are looking for!

Company Description:
Outsource Consultants is working with a nearshore call center client that specializes in commercial, home warranty, and solar telesales. This client is a call center industry leader and they need a committed call center Director that can help their company achieve their goals. The mission of this organization is to provide the best quality sales professionals who are results driven and embrace a teamwork culture. This professional call center management position is an in-office opportunity and located in Barranquilla, Colombia.

Position Overview:
The client has a growing call center that is seeking a Director of Sales to work in their call center. As the Director of Sales, you will be overseeing the call center activities and production of the call center sales floor of 200+ Agents and Supervisors.

This individual must be able to drive, push and encourage agent sales production while working with other call center employees such as Supervisors, Quality Control, Training and Human Resources to fill seats and ensure agents are getting the assistance and resources they need, and staff are being trained in with quality and company goals in mind.

The client is seeking a professional yet fun, high spirited, team coach that can get the team to produce and meet the call center clients daily and weekly sales goals and expectations. To be successful in this role, the candidate must be able to formulate plans and execute them.

Responsibilities:
• Directs and supervises agents and supervisors on the sales floor.
• Provides strategy and feedback to the leadership team.
• Meet both daily and weekly client sales goals to achieve monthly and quarterly success.
• Implements and enforces company policies encouraging a cohesive team.
• Delegates duties among staff members.
• Expand current clients by meeting company targets and expectations.
• Reports directly to the General Manager (second in command).

Skills and Qualifications:
• Leadership abilities
• Organizational skills
• Analytical skills
• Critical thinking abilities
• Productivity management
• Business development
• Strategic thinking
• Management and outbound sales experience
• Effective communication oral and written

Minimum Requirements:
• At least two years sales experience in a management role call center environment.
• Experience with managing a team of at least 50-70 agents (managing over 200 agents preferred).
• Experience managing any type of dialer and entering call information into the software.
• Experience working with Work Force Management staff.
• Bilingual in Spanish and English.

Compensation:
• Salary will be based on experience. Advise the compensation you are looking for, and that information will be passed to the client directly to take the next steps in the interview process.
• Relocation benefits available.

To apply, send your resume and cover letter to Jade Wangensteen at jwangensteen@outsource-consultants.com

SA Hosted and Managed Solutions Technical Product Manager
SA Hosted and Managed Solutions Technical Product Manager

AnswerNet Willow Grove, PA – Person can be located anywhere

• Salary $70,000 to $85,000 Annually
• Benefits Offered Vision, Medical, 401k, Dental
• Employment Type Full Time

SA Hosted and Managed Solutions is seeking an experienced Technical Product Manager. This position will be responsible for the product planning and execution for all features and technical products that support our call center platform, including, but not limited to: gathering and prioritizing requirements based on business and client goals, and defining the product vision. The Product Manager should also be focused on ensuring that the product supports the company’s overall strategy and goals.

Responsibilities:
• Managing infrastructure strategy to accommodate growth, expansion, and service needs. Collaborating with the network infrastructure team. Includes setting up systems for tracking sizing and usage requirements and infrastructure tracking.
• Coordinating with peers/business leaders to provide capacity/capabilities to meet evolving needs.
• Overseeing the integration of all product technologies that make up our stack.
• Thorough understanding of maintaining, and enforcing IT operations policies, procedures, and associated plans for security, data center, desktops, infrastructure, disaster recovery, continuity, and more.
• Understands IT operations to resolve security/operational problems in a cost-effective and timely manner.
• Using best practices to improve/grow infrastructure, servers, desktops, service desk, and security systems.
• Understands stack architecture and can design a solution around our technology choices.
• Understands APIs with knowledge on how to program and use APIs for data sharing.
• Understands how data flows between programs.
• Experience in managing complex projects.
• Experience managing vendors a preference.
• Experience in developing and executing a technology strategy which is aligned with key business partners and internal stakeholders.
• Can define critical objectives and prioritize investments and time to maximize return.
• Possesses communication skills to effectively communicate within every level of an organization.
• Candidates must be experienced in implementing IT projects and systems that will meet mission objectives.
• Oversee technology projects and evaluate them according to established goals and metrics .
• Oversee each IT project's life cycle from conception to completion.
• Understand the relationship between the product interface and the prospective users’ point of view and the impact to the business and innovation to existing product portfolios.
• Be able to define the features that are necessary for optimal software products.
• Be fully responsible and take ownership of the product representation.
• Demonstrate effective internal communication and task delegation while providing support and guidance.
• Understand customer requirements and impact of system issues.
• Work closely with the team to deliver high-quality customer support.
• Issue management control and manage production system issues: triage issues; conduct impact analysis, root cause analysis, and downstream effects of modifications.
• Determine most effective way to operationalize fixes.
• Project Management Control and manage projects with an end result orientation, including all project phases/tasks as applicable to the project size.
• Coordinate with project managers responsible for implementation as well as other product managers involved in multi-disciplinary efforts.
• Manage integration testing and system testing of new development work.
• Consistent track record of driving product outcomes through data based decision-making, user testing and data analysis
• Experience working on development of technology-driven programs and products
• Understands industry-focused technology, business, regulatory and compliance trends, as they pertain to the products responsible for
• Work closely with others on assuring optimal releases, artifacts, post-release feedback and KPI measurement
• Collaborate with the organization on vision, strategy, decisioning, tactical execution and measurement systems
• Contribute to and help maintain roadmaps, strategic and tactical plans

Requirements:
Minimum of 5 years of progressive experience working in a management technical position • Overall understanding of the application systems development lifecycle. • Strong Microsoft Office skills including Word, Excel, and PowerPoint. • Demonstrated understanding of technical documentation. • Strong analytical and problem-solving skills. • Highly professional written and verbal communication skills. • Experience with cloud based stacked technologies. • Experience upgrading applications with an understanding of the functional changes between versions. • Understanding of shared services / multi-site functionality. • Advanced degree in a business or technical field. • Excellent ability to multi-task and manage simultaneous projects and initiatives. • Strong planning, organization, critical thinking, decision-making skills and problem-solving aptitude. • High degree of confidentiality, maturity, tactfulness and business ethics.

AnswerNet

Why Work Here?
Friendly environment, room for growth, great benefits

AnswerNet has 25+ contact centers within the continental United States and Canada, providing a vast range of services to optimize telephone answering services, appointment setting and confirmation, customer support, sales, lead qualifications, market research to name only a small selection of contact management solutions provided to thousands of clients who process tens of millions of contacts every year. AnswerNet has been recognized as an award winning service by Inc. magazine’s Annual “Inc. 500 List of Fastest Growing Private Companies”, Customer Interaction Solutions magazine’s “Top 50 Teleservices Agencies.” AnswerNet was also named a “Best Run Company” by SmartCEO magazine

Send resume and salary requirements to terri.paffile@answernet.com

Address
3930 Commerce Avenue, Willow Grove, PA 19090
Willow Grove, PA
USA