Job Announcement

Position:         Phone Room Manager
Department:  Phone Room
Schedule:      Full-time; M-F; 1 p.m. to 10 p.m.
Pay Range:   $26,190.49 - $34,012.04
FLSA Status: Exempt

Summary
Serves customers by planning and implementing operational and staff objectives; planning and maintaining efficient operations; improving quality results; meeting financial objectives; managing staff. We currently have one opening for a motivated professional with a minimum of two years management experience in a Call Center environment, preferably outbound. 

Requirements
Bachelors degree in business and previous call center management experience in an outbound call-center environment or equivalent experience for education.  Must have excellent leadership, coaching and decision making abilities.  Must be able to respond to changing needs and give direction accordingly.    Must have experience in Customer Service, Telephone Skills, Developing Standards, Foster Teamwork, Giving Feedback, Managing Processes, People Management, Promoting Process Improvement.

 

 

Job Duties

1.         Accomplishes call center assigning, coaching, counseling, and disciplining employees; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; enforcing policies and procedures; ensuring daily goals are met.

2.        Achieves call center operational objectives by contributing information and analysis to organization strategic plans and reviews; preparing and completing strategic and operations plans; developing and monitoring quality assurance policies, procedures, and response methodologies.

3.        Meets call center financial objectives by managing projects and staff within budget requirements

4.        Plans and maintains efficient operations by designing, implementing, and evaluating call center process; developing, implementing, and monitoring policies and procedures; monitoring and analyzing telephone statistics and forecasts; adjusting staffing schedules to match call volumes; implementing production, productivity, quality, and customer-service standards; identifying and resolving problems; determining system improvements; implementing changes; resolving escalated problems.

5.        Enhances staff performance by designing, developing, presenting, and evaluating training programs.

6.        Keeps equipment operating by developing and enforcing preventive maintenance programs; maintaining regular contact with IT department

7.        Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.

To Apply
E-mail cover letter with resume and salary history to jared@brgrs.com 

BRG Research Services is an Equal Opportunity Employer. We recognize and appreciate the benefits of diversity in the workplace. People who share this belief or reflect a diverse background are encouraged to apply. We are proud to promote a drug free workplace. 

In addition to a competitive salary, BRG offers additional employee benefits based upon length of employment and position.  These benefits include medical and dental coverage, retirement, profit sharing, 401 (k) savings plan, flexible spending account (FSA), and paid time-off (PTO). 

 

Job Announcement 

Position:         IT Manager
Department:   Operations
Schedule:       M-F; 9 a.m. to 5 p.m.  Also available on call.
Pay Range:    $32,269.31 – 41,906.24     
FLSA Status: Exempt

Summary
Working independently, will manage and support all IT related responsibilities for a 100 seat call center.   

Requirements
The ideal candidate will have a four-year degree in related field and 3+ years of previous IT experience in a Call Center or related environment.  Must have extensive skills in trouble shooting, telephony, knowledge of Networks, Novell, Linux, desktops, Exchange and Outlook, File and Printing services, Web Hosting and PC hardware.  Previous management experience desired.  Must have excellent written and oral communication skills, the ability to multi-task and meet deadlines, excellent problem solving skills, ability to make logical and cost effective recommendations and solutions, and work well with all levels of management. 

Job Duties

1. Oversee, manage and maintain corporate IT department in accordance with company policy and procedure.

2. Maintain corporate infrastructure dealing with local and wide area networks

3. Support corporate offices consisting of 200+ computer systems and call center phone rooms to ensure equipment is efficient and meets ongoing needs.

4. Research and implement new technology as necessary

5. Build, manage, maintain and administrate servers to host intranet, e-mail, web, file and print management

6. Conduct routine back-ups and archive data from servers

7. Support telecom system for both company sites consisting of IP and Analog phone systems, voicemail and IVR

8. Conduct regular security audits of company infrastructure and building security and implement changes and new policies to support expected requirements

9. Supervise IT Helpdesk personnel and delegate responsibilities as needed.

10. Create personal and team goals, conduct meetings to evaluate progress and determine the best course of action

11. Work with company product and service vendors to negotiate equipment prices, service contracts and evaluate progress and determine best course of action

12. Provide 24-7 on-call support for both corporate office and call center locations

To Apply
E-mail cover letter with resume and salary history to jared@brgrs.com 

BRG Research Services is an Equal Opportunity Employer. We recognize and appreciate the benefits of diversity in the workplace. People who share this belief or reflect a diverse background are encouraged to apply. We are proud to promote a drug free workplace. 

In addition to a competitive salary, BRG offers additional employee benefits based upon length of employment and position.  These benefits include medical and dental coverage, retirement, profit sharing, 401 (k) savings plan, flexible spending account (FSA), and paid time-off (PTO).