PERMANENT

FULL_TIME

ADAPTED_NOW

YEAR

This position will require excellent communication, interpersonal skills, and the ability to coach and mentor a strong sales team to deliver best in class results for our clients. ACTs ideal leaders are problem solvers with good negotiation skills who are self-driven and motivated to meet company service and client goals.

Advanced Call Center Technologies is seeking out energetic Supervisor to join our team. We are looking for passionate communicator’s with excellent organizational skills, management experience, and the ability to drive results.In this role you will directly supervise 10-25 agents in a call center production environment. ACTs ideal leaders are problem solvers with good negotiation skills who are self-driven and motivated to meet company service and client goals. This position will require excellent communication, interpersonal skills, and the ability to coach and mentor a strong sales team to deliver best in class results for our clients.We offer:• Opportunities to advance within• Flexible schedules• Tremendous bonus opportunities• Fantastic Supervisors and a Positive environment• Employee Ownership Program – a company paid, long term benefit.Essential Duties and ResponsibilitiesMonitors associates real-time productivity to achieve production and revenue goals.Coaches and develops associates to improve quality, performance and productivity. Develops and implements goals and action plans as needed.Addresses associate performance, conduct, and attendance issues by consistently applying company policies and practices for corrective counseling.Motivates and rewards associates using company and client incentive programs to drive results and maximize performance.Ensures associates adhere to company and client policies and standards.Tracks and reports the associates daily performance and productivity.Monitors and maintains work volume statistics.Monitors associate’s calls to ensure employee is meeting demeanor, accuracy, and conformity to company and client policies.Takes escalated customer calls. Answers questions and recommends corrective services to address customer complaints.Assists in determining work procedures, prepares work schedules, and expedites workflow.Maintains the attendance records for associates using the timekeeping system. Reviews attendance daily and edits as necessary to ensure an accurate payroll is processed.Completes and presents associate’s annual performance appraisals.Conducts job candidate interviews and makes hiring decisions with assistance from Recruiting.Minimum QualificationsPrevious Experience Managing in a Call Center EnvironmentHigh School diploma or GEDBilingual English/SpanishMust be able to successfully pass criminal background checkExcellent communication skillsMS office proficiency*Join our Talent Network by texting ACTTODAY to 51893*ACT provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, ACT complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, and transfer, leaves of absence, compensation and training. ACT expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of ACT’s employees to perform their job duties may result in discipline up to and including discharge.

Advanced Call Center Technologies, LLC.

Harlingen Operations Supervisor - Accepting Internal Applications!

Background Investigation

Call Center Management

Call Centers

Coaching

Communication Skills

Corporate Policies

Customer Escalations

Customer Support/Service

English Language

High School Diploma

Incentive Programs

Interpersonal Skills

Interviewing Skills

Meet Sales Quota

Mentoring

Microsoft Office

Multilingual

Negotiation Skills

Operations Management

Organizational Skills

Payroll Administration

Performance Management

Performance Reviews

Problem Solving Skills

Procedure Development

Production Systems

Quality Management

Record Keeping

Resolve Customer Issues

Sales

Set Goals

Short Messaging Service (SMS)

Spanish Language

Statistics

Telephone Skills

Time Management Software

monster

Update remote users with corporate antivirus software and any other software updates when applicable. Follow up with IT staff on work orders that are overdue or close to being overdue to ensure prompt resolution.

Help Desk Tech Responsibilities: <ul><li>Monitor VRU's and IVR's on an hourly basis</li><li>Update remote users with corporate antivirus software and any other software updates when applicable</li><li>Create, troubleshoot and resolve work orders</li><li>Troubleshoot user issues</li><li>Monitor Track IT ticketing system</li><li>Answer Help Desk line</li><li>Follow up on work orders with requestors</li><li>Follow up with IT staff on work orders that are overdue or close to being overdue to ensure prompt resolution</li><li>Check resolutions on closed work orders daily</li><li>Produce weekly reports as needed</li><li>Update critical documentation in a timely manner</li><li>Administer VPN dual authentication tool</li></ul>Qualifications and Experience: <ul><li>Strong verbal and written communication skills are required</li><li>Strong troubleshooting skills</li><li>Must be detail oriented, well organized and self-motivated</li><li>Ability to work with all levels of management</li><li>Must be able to effectively work independently and in team environments.</li><li>Ability to work in a fast paced environment and manage time efficiently between multiple priorities.</li><li>Advanced skills in Microsoft Office</li><li>Active Directory</li><li>Outlook</li><li>Familiar with Windows 7 and 8 environments.</li></ul>Job Type: Full-time- OvernightRequired experience:<ul><li>Prior Help Desk or IT experience</li></ul>Required education:<ul><li>Some college or technical school education</li></ul>

Overnight Service Desk Technician - Bristol, TN / Harlingen, TX

Anti-Virus Software

Authentication

Detail Oriented

Documentation

Help Desk

Identify Issues

Information Technology & Information Systems

Microsoft Active Directory

Microsoft Outlook

Microsoft Windows 7

Multitasking

Presentation/Verbal Skills

Reporting Skills

Software Administration

Systems Administration/Management

Time Management

VPN (Virtual Private Network)

Voice Response Systems

Writing Skills

In this role, you will receive inbound calls from consumers seeking help with billing inquiries, payments, credits, fraud alerts, internet and cell phone services, and mortgage servicing. Follows instructions and responds to management direction; takes responsibility for own actions; keeps commitments; commits to long hours when necessary; completes tasks on time or communicates alternate plans.

Advanced Call Center Technologies – Job DescriptionCall Center Representative – AgentReports To: Operations SupervisorDepartment: OperationsFLSA Status: Non-exemptSummaryCustomer Service Representatives use excellent communication and interpersonal skills to assist customers. In this role, you will receive inbound calls from consumers seeking help with billing inquiries, payments, credits, fraud alerts, internet and cell phone services, and mortgage servicing. Customer Service Representatives are problem solvers with strong negotiation skills who are self-driven and motivated to meet individual service and sales goals.Essential Duties and Responsibilities<ul><li>Responds promptly to customer needs; solicits customer feedback to improve service; responds to requests for service and assistance.</li><li>Maintains confidentiality; listens to others without interrupting; keeps emotions under control; remains open to others’ ideas and tries new things.</li><li>Speaks clearly and persuasively in positive or negative situations; listens and seeks clarification; responds quickly and effectively to customer questions.</li><li>Multitasks by documenting information while speaking with the consumer.</li><li>Demonstrates accuracy and thoroughness; looks for ways to improve and promote quality; applies feedback to improve performance; monitors own work to ensure quality. Meets clients’ specific quality standards.</li><li>Meets productivity standards; completes work in a timely manner; strives to increase productivity; works quickly.</li><li>Promotes positive interactions with others through effective communication with customers and team members, including real-time coaching and collaboration.</li><li>Regular, predictable, and reliable attendance is critical to success in this role.</li><li>Follows instructions and responds to management direction; takes responsibility for own actions; keeps commitments; commits to long hours when necessary; completes tasks on time or communicates alternate plans.</li><li>Other duties as assigned by management.</li></ul>Essential Physical and Communication Requirements<ul><li>Ability to see sufficiently to read computer screens, system alerts, written materials, and customer account information.</li><li>Ability to hear inbound calls and verbal instructions clearly in real-time.</li><li>Ability to speak clearly and effectively to customers and team members on the telephone and in person.</li><li>Ability to read and comprehend written instructions, system prompts, policies, procedures, and customer information.</li></ul>Competency Requirements<ul><li>Data Entry Accuracy – Good attention to detail and basic computer skills.</li><li>Communication Skills – Clear communication with employees and customers.</li><li>Background Check – Must be able to successfully pass a criminal background check.</li></ul>Education and/or Experience<ul><li>High School Diploma or GED required.</li><li>Previous call center or customer assistance experience preferred.</li></ul>Computer Skills<ul><li>Good typing skills.</li><li>Ability to navigate multiple computer screens and applications.</li></ul>ACT provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, ACT complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. ACT expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of ACT’s employees to perform their job duties may result in discipline up to and including discharge.

Customer Service Representative - Norman, OK

Billing

Cellular Telephone

Computer Skills

Customer/Client Research

Data Entry

Internet Security

Mortgage Servicing

Productivity Management

Quality Metrics

UNKNOWN

To perform the job successfully, an individual should demonstrate the following competencies: Interpersonal Skills – Maintains confidentiality; Able to interact with a high volume of people; Listens to others without interrupting; Keeps emotions under control; Remains open to others’ ideas and tries new things. Teamwork – Balances team and individual responsibilities; Exhibits objectivity and openness to others’ views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interest; Supports everyone’s efforts to succeed.

GENERAL SUMMARYUnder the general supervision of the HR Manager, the HR Generalist is responsible for supporting the Human Resources function through a variety of administrative, operational, and employee-facing responsibilities. This role provides comprehensive HR support with an emphasis on HRIS management, employee relations, investigations, onboarding, benefits administration, and compliance. The HR Generalist serves as a key contact for employees and management, ensuring HR processes are carried out accurately, professionally, and in accordance with company policy and employment law.MAJOR RESPONSIBILITIES & DUTIESHR Operations and Administrative Support<ul><li> Perform HRIS data entry, auditing, and personnel file maintenance.</li></ul><ul><li> Support and enhance HR administrative workflows including digital file management and personnel recordkeeping.</li></ul><ul><li> Coordinate and deliver new hire orientation sessions and support onboarding and benefits enrollment processes.</li></ul><ul><li> Manage HR supply inventory and ordering.</li></ul>Employee Relations & Investigations<ul><li> Serve as a first point of contact for employee concerns and complaints; escalate complex matters to the HR Manager as needed.</li></ul><ul><li> Conduct intake for employee relation issues and support in fact-finding, documentation, and investigative activities.</li></ul><ul><li> Prepare investigation summaries and assist in drafting disciplinary documents.</li></ul><ul><li> Partner with supervisors to promote positive employee relations and consistent application of company policies.</li></ul>Policy Compliance & Interpretation<ul><li> Provide basic guidance to employees and supervisors on HR policies, practices, and procedures.</li></ul><ul><li> Ensure compliance with federal and state employment laws including FMLA, ADA, HIPAA, FLSA, EEOC, and workers' compensation.</li></ul>General HR Support<ul><li> Process terminations and support exit procedures.</li></ul><ul><li> Assist with internal audits, reporting, and preparation of HR metrics.</li></ul><ul><li> Provide customer service to employees and supervisors by responding to inquiries in a timely and professional manner.</li></ul><ul><li> Perform other HR duties and projects as assigned.</li></ul>SKILLS & QUALIFICATIONSRequired Competencies:<ul><li> Demonstrates strong judgment, discretion, and ability to maintain confidentiality.</li></ul><ul><li> Excellent interpersonal skills and ability to communicate effectively with employees at all levels.</li></ul><ul><li> Detail-oriented with strong organizational and time management skills.</li></ul><ul><li> Proficient in Microsoft Office (Word, Excel, PowerPoint) and experience with HRIS platforms.</li></ul><ul><li> Knowledge of general HR practices and employment laws; experience in employee relations and investigation processes preferred.</li></ul>EDUCATION & EXPERIENCE<ul><li> Associate degree in Human Resources, Business Administration, or related field and at least 3 years of progressive HR experience</li></ul>OR<ul><li> High School Diploma (or GED equivalent) and 6 years of relevant Human Resources experience, including administrative and employee relations work.</li></ul>CompetencyTo perform the job successfully, an individual should demonstrate the following competencies:<ul><li>Interpersonal Skills – Maintains confidentiality; Able to interact with a high volume of people; Listens to others without interrupting; Keeps emotions under control; Remains open to others’ ideas and tries new things.</li><li>Verbal Communication – Speaks clearly and persuasively in positive and negative situations; Listens and gets clarification; Responds effectively to questions.</li><li>Written Communication – Writes clearly and informatively; Edits work for spelling, grammar and accuracy; Able to read and interpret written information.</li><li>Problem Solving – Ability to design workable solutions to problems in a timely manner and within an ambiguous environment.</li><li>Reasoning Ability - Apply common sense understanding to carry out instructions. Ability to deal with problems involving a few concrete variables in standardized situations.</li><li>Teamwork – Balances team and individual responsibilities; Exhibits objectivity and openness to others’ views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interest; Supports everyone’s efforts to succeed.</li><li>Diversity - Demonstrates knowledge of EEO policy; Shows respect and sensitivity for cultural differences; Promotes a harassment-free environment.</li><li>Ethics - Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values.</li><li>Quality – Completes work in timely manner; Works quickly and efficiently. Looks for and implements process improvements.</li><li>Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently; Plans for additional resources; Sets goals and objectives; Organizes and schedules tasks; Develops realistic action plans.</li><li>Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.</li><li>Adaptability - Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.</li><li>Attendance/Punctuality – Is consistently at work and on time; Ensures work responsibilities are covered when absent; Flexibility to work as required and when needed to address urgent issues.</li><li>Dependability – Follows instructions, responds to management directions; Takes responsibility for own actions; Keeps commitments; Commits to reach goals; Completes tasks on time or notifies appropriate person with an alternate plan.</li></ul>

HR Generalist (Harlingen, TX)

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Advanced Call Center Technologies, LLC.

Advanced Call Center Technologies, LLC.

Advanced Call Center Technologies, LLC.

Advanced Call Center Technologies, LLC.

Advanced Call Center Technologies, LLC.