At Home Agents:

Job Description: Serves customers by taking telephone and e-mail orders; providing accurate information and answering questions on related products and services. Home based agent is a team player with a great attitude and the ability to multi-task in a fast paced environment.

Responsibilities:

- Strong communication and time management skills
- Flexible hours, day and evening shifts available.
- Be self employed, be your own boss and Work in the comfort of your own home!
-Set your own hours to work around your schedule — hours vary by project
-Flexibility to change your hours daily
-No commute/no drive to work
-Wear what you want — no dress code or dry cleaning bills

Additional duties:

-Takes orders by accurately obtaining and verifying customer information and entering order into database; maintains call center database
- Fulfills requests by clarifying desired information; completing transactions; forwarding requests.
- Sells additional services by recognizing opportunities to up-sell accounts; explaining new features
- 2 years of customer service within a call center environment preferred but not required,
- Knowledge of Word, Excel and Outlook preferred.
- Home DSL Internet connection, personal computer and fax required.

National Director of Call Center Operations

The Director of Operations will be responsible for the overall strategy and direction of 24/7 call center operations Nationwide to include planning for and achieving long term objectives; the preparation of all budgets; performance and motivation of staff and staffing analysis; and the development of cost saving strategies to ensure the daily efficiency of all overall call center operations.

Job duties:

- Must possess a minimum of five (5) to ten (10) years of Inbound and Outbound management experience.
- Must be very strong in all elements of the Call Center – Inbound Customer Service, Inbound Sales, Outbound Business to Business Sales, Outbound Business to Consumer Sales and upselling.
- Responsible for the day to day operations of the Contact Centers Nationwide.
- Assumes full P&L responsibility ensuring attainment of call center revenue and cost budgets.
- Proven track record of high performance with progressive call center management experience within a fast-paced, customer service environment is required.
- Ability to successfully direct inbound and outbound service and sales functions is required.
- Must be familiar with call center technology, telephone networks and IVR systems.
- Strong commitment to customer service with expertise in successfully resolving difficult customer situations on a consistent basis desired.
- Assists in development of established script and call-handling strategies.
- Supervises staff training, motivational, coaching and incentive programs, and adherence to SCM corporate personnel policies, procedures and standards.
- Manages to the bottom line and maximizes call production hours.
- Meets and exceeds Gross Margins and Operating Incomes as established by Secure Call Management Inc.
- Oversees staff and agent productivity and quota levels to identify strengths and improve on weaknesses or replicate successes.
- Monitors equipment performance and reports the need for new equipment.
- Bachelor’s degree required.
- Bilingual English & Spanish A MUST.
- 20% initial travel nationwide. Potential increase to 50% travel.
- Salary commensurate with experience.

Additional responsibilities:

- To include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.
- Coordinates the execution of administrative work to support staff and other sales-related departments, such as order processing and distribution.
- Trains staff in cross-selling and product knowledge, and monitors effectiveness.
- Assists in List Segmentation, List Mining and List Calling options.

Sales representatives:

Job description: As a sales representative for SCM, your primary responsibility is to target new business opportunity and increase our client and consumer base.

Responsibilities:

- At least 2 years of outside sales experience selling business to business.
- Enthusiastic, experienced representative with a strong sales
track record selling services to corporate decision makers.

- Experience in telemarketing, in bound, out bound and the call center industry a major plus!
- Outgoing personality to cold call on prospective new business.
- Ability to expand relationships and build quality, multi-level relationships consistent with the SCM “strategic selling” concept.
- Ability to create a strategic sales plan for your assigned territory or vertical
market(s).
- Understanding of competitive strategies, strengths and customers.
-Demonstrates strong PC and presentations skills (Word, Excel, PowerPoint).
- College degree preferred but not required.
- Quarterly and year end incentive plans.

Shift/Call Center Managers:

Job description: Using your masterful background of hands-on coaching, training, motivating, & developing call center personnel, help us expand our client base as a Shift Manager!! The SM is responsible for the daily operations & productivity of the Call Center, managing inbound & outbound calling objectives and internal call center personnel.

Responsibilities:

- At least 2 years experience in Sales and Sales Management or Supervisory Experience
- Maintains high outbound call volumes, daily reporting of any issues, and supervises all telesales personnel on their shift.
- Detail oriented, hands on manager who is not afraid to get in the trenches to help their team attain monthly, quarterly and annual goals
- Through leadership and motivation, your primary emphasis is on helping the individuals, team and the company to achieve defined sales quotas.
-The shift Manager will utilize their superlative communication & interpersonal skills, leadership & organizational mastery, strong problem-solving abilities, and professional work ethics to increase customer satisfaction and motivate staff.
- Controls “team” activity on each shift.
- Must be comfortable communicating with all levels of associates.
-College degree preferred.

Quality Assurance Specialists:

Job Description: The ideal candidate will have proven experience and working knowledge of all aspects of Quality Assurance processes in the call center Industry.

Responsibilities:

- Prior experience in monitoring, coaching and feedback of telephone specialists' performance, including quality monitoring and productivity based on SCM reports.
- Planning, coordinating, executing and managing concurrent reviews to ensure the adequacy of policy, procedures, internal controls and minimizing business risks in the SCM call centers.
- Reviewing the efficiency and effectiveness of department operations within the US call centers and making recommendations for improvements to management. On all engagements, providing leadership, supervision and staff training on corporate compliant QA.
- Preparing written QA reports identifying weaknesses in controls, procedures or operations including recommendations to management to correct any deficiencies noted.
- Hiring, training, and managing additional QA personnel as necessary to meet the organization's growing need for QA services.
- Automating any portion of the testing and validation process as necessary or appropriate by developing and implementing automated test scripts.
- Promoting good customer relations through resolving service issues timely and effectively with both in-house associates and customer direct interaction in a professional manner. Monitoring the quality of service that is being provided to our customers by maintaining and reviewing quality assurance reporting
-Bachelors degree required, preferably in the technical arena.


Account Supervisors:

Job Description: Your primary responsibility as an Account Supervisor is to interact with the client and provide excellent customer service. You will be the initial “point of contact” for a set number of accounts encompassing various products, services and industries.

Responsibilities:

- Receives customer complaints and notifications of problems; determines nature of problem and gives information or dispatches to appropriate department; processes new service applications and a variety of customer account documents and records.
- Functions as informational source of client's business for all team members.
- Demonstrates good business sense with regard to defining key strategic issues and their impact on client/call center objectives.
- Answers incoming calls from customers, as needed, in a professional, courteous, and efficient manner.
- Responds to all client inquiries in a timely manner and prepares monthly client reports.

-Plans, develops, implements, documents, and maintains all policies and procedures in relation to each of the individual customer’s needs.
- Interfaces with customers on their special projects, coordinates with operations managers, determining pricing, project requirements, establishing deadlines, putting the project into production, following up and invoicing customers.
- Follow-up with customer service supervisors, lead people, and representatives throughout the course of each business day to ensure that the department is operating as required with regards to inventory control, customer communication, and paper work processing.
-Bachelor’s degree preferred.

Human Resources:

Job Description- You will be responsible for handling employee benefits and questions, recruiting, interviewing, and hiring new personnel in accordance with policies and requirements that have been established in conjunction with top management and Secure Call Management.

Responsibilities:

- Bachelor's degree in Business Administration, HR Management, related field or equivalent work experience
- Minimum of two years of Human Resources experience required, with an emphasis in employee relations ranging from entry level employees to supervisory level.
- provides training opportunities and conduct in-services to enhance skills and boost employee satisfaction
- develops and coordinates personnel programs, policy and procedure.
- Adapts quickly to changes; Effectively prioritizes multiple demands
- Experience with compliance management, alternate dispute resolution practices, training principles, compensation administration and other HR generalist knowledge domains.
- Conducts call quality feedback and coaching sessions with call center and corporate employees.
- Facilitates continued development and promotion of associates by hiring, firing, establishing goals, providing one-on-one coaching as situations arise, completing ninety-day and annual reviews timely, encouraging individual growth towards confident and independent work habits.

Agent Trainers:

Job Description- As a training development specialist, you will be responsible for our multi-media, web-based, at home and call center agent training programs. You will provide on-going internal agent support and assist in the development of new training material and manuals.

Responsibilities:

-Minimum one year lead or supervisory experience preferred
-Telemarketing experience, preferably in the call center industry
- Identifies and executes SCM training requirements
- Tracks agent skill profiles
- Monitors and coaches agents and develops ongoing training materials to improve overall agent performance.
-Interviews new potential at home and call center based candidates
- Supervises training clerks
- Bachelor’s degree in Communications preferred.

Script Development:

Job description: As a script writer and developer, you will work in conjunction with the account supervisors and clients to ensure adequate depiction and copy for client’s products and services. The SD will act as a go-between for clients and agents, modifying and updating pertinent changes in scripting to ensure accurate product promotion to customers and clients.

Responsibilities:

- Experience with marketing and advertising copywriting .
-The ability to effectively interview clients on their products is integral to this position.
- Must have a command for the English language and possess outstanding feature writing skills. Position requires strong customer service skills and frequent client interaction.
- Assists the “client” in creating copy and an effective message for agents to market to aggressively sell their products and services.
- Excellent verbal and written communication skills

Technical Support

IT Managers:

Job Description: Responsible for managing day-to-day site-level activities, training and providing leadership of assigned staff in providing quality technical services (e.g., database administration, network services, system administration, etc.) which meet end-user needs while adhering to department and Company policies, procedures, and methodologies; provide leadership and direction on all assigned technical projects ensuring follow through from beginning to end within established deadlines on site-level projects, upgrades, and implementations.

Responsibilities:

- Bachelor’s degree in Computer Science, MIS, Management, related field, or equivalent work experience.
-Minimum four years experience in computer science or MIS - to include two years network experience
- Minimum two years supervisory experience
- Project management experience preferred
- Experience with working in/managing Network Operations Center/Command Center
- Familiarity with systems monitoring tools
- Knowledge of UNIX and Windows OS, HTML

Programmers:

Job description: Responsible for assisting with identifying requirements for proposed programs and program enhancements in order to create design specifications, accurately developing, testing, and implementing code based on the requirements and specifications while adhering to established deadlines, policies, and procedures.

Responsibilities:

- Either an Associates degree in Computer Science, MIS, related field, Programming Certificate, or equivalent work experience required-bachelors preferred.
- Minimum one year increasingly responsible programming experience using a standard coding language and/or platform required--Advanced work in pursuit of a Bachelors degree can be substituted for one year of programming experience.

- One year experience writing program designs for small projects preferred
- Knowledge of Unix, and C/C++ required
- Experience with Perl, TCL and Web preferred
- Knowledge of a suite of office software packages

For consideration please e-mail Stacey Newcome, snewcome@sciathome.com and reference the job title in the subject line.