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Career Opportunities

  • PERFORMANCE MANAGER - CALL CENTER
  • ACCOUNT MANAGER - SALES
  • .NET DEVELOPER


    • PERFORMANCE MANAGER – CALL CENTER

    The Performance Manager (PM) is primarily responsible for impacting call center performance by managing performance, productivity, and profitability of the campaigns assigned to him/her. The PM should continuously track performance against client and Sales Department quality standards in order to achieve/surpass campaign goals.

    KEY RESPONSIBILITIES INCLUDE:

    Team Coaching and Development

    • Identify and facilitate the training and development of Teleservice Reps (TSR’s).
    • Ensure calling team has necessary tools including FAQ methodology, product knowledge, etc., and are campaign certified.
    • Utilize formal performance reviews and action plans to drive, document and improve TSR performance.

    Performance Skills:

    • Manage campaigns and projects that contribute to the client’s strategic goals.
    • As a member of the campaign team, work with sales and other team members to develop strategy and obtain success on all assigned campaigns.
    • Maintain ultimate accountability for the quality, integrity and execution of all assigned campaigns and items delivered to clients.
    • Participate in kick off calls and client progress reviews in assigned campaigns.
    • Analyze statistical campaign information on a daily basis to make improvements and communicate changes of campaign goals, objectives, and performance to necessary parties including Call Center Manager and project team.
    • Review and improve current workflows, processes and procedures within the framework of the quality management system as needed.
    • Monitor, validate and approve campaign deliverables.
    • Collaborate with the management team across call centers to establish, document and transfer best practices, and maximize utilization of resources.
    • Work with Call Center Management to acquire appropriate resources to meet campaign objectives (i.e., data, scheduling).

    Operational

    • Develop and maintain professional relationships with all Televerde partners.
    • Effectively and efficiently handle daily operational duties.

    MINIMUM REQUIREMENTS NEEDED FOR CONSIDERATION INCLUDE:

    Education and Experience:

    • Bachelor degree or equivalent experience required.
    • Minimum 3 years related call center experience required.
    • Minimum 2 years experience managing a team of staff required.
    • Experience in Project Management or Client Services preferred.
    • Previous experience in program or account management helpful.
    • Past exposure to market verticals and trends helpful.
    • Special consideration given to candidates who have a combination of all of the following: call center, supervisory, project management and sales experience/skills.
    • Fluent in French or Portuguese a plus.

    Knowledge, Skills, and Abilities

    • Proven ability to independently solve problems, handle conflict, anticipate issues/concerns, troubleshoot problems, and proactively institute creative solutions quickly and thoroughly but with detail.
    • Capable of handling multiple deadlines in a fast-paced, constantly changing environment.
    • Ability to drive staff performance improvement through effective application of coaching and development techniques.
    • Ability to calculate and evaluate ROI and productivity measures, as well as apply and use benchmark analysis.
    • Ability to deliver instructions in a clear and concise manner, providing proper materials and documentation when necessary. Can create a disciplined process.
    • Proficient in Windows-based software applications, including MS Office and ability to understand system logic and capabilities.

    All Performance Managers receive one Friday off per month after completing the 90-Day Introductory Period!

    Relocation costs are not covered for this position.

    Televerde is an Equal Opportunity Employer M/F/D/V



    ACCOUNT MANAGER – SALES

    The Account Manager (AM) coordinates and assists with communication between the Client and the Televerde internal team. The AM work together with Business Development Directors to identify new business prospects, potential sales opportunities, propose solutions and close business. The AM is responsible for developing and delivering SOW’s to the Client, processing PO’s and facilitating and overseeing effective implementation and execution of all aspects of the Client’s projects. The AM also gathers, escalates and seeks resolution for Client, and/or Project team concerns relating to campaigns, markets, and/or performance.

    Key Responsibilities Include:

    • Work with Client to develop comprehensive understanding of project plans, including objectives and timelines.
    • Create and send formal SOW to Client
    • Process SOW’s, PO’s, Team Assignments, IR’s, IA’s
    • Obtain/provide specifications for all deliverables
    • Coordinate with all necessary departments and team members to ensure correct and timely execution of all program elements
    • Primary point of contact for Client regarding implementation and execution of all projects
    • Resolve customer service issues and maintain acceptable customer satisfaction ratings
    • Meet or exceed implementation and execution deadlines
    • Proactive communication with client that identifies new and expanded business opportunities
    • Monitors Campaign performance and profitability, escalates issues as needed
    • Maintains accurate records in CRM
    • Ensures all Client contacts are included in appropriate Marketing campaigns
    • Work closely with the Project team to ensure effective and efficient management of projects.
    • Work with BDD to create and maintain strategic account contact and communication plan, including key contacts / players, preferred communication methods, etc.
    • Work with BDD to standardize pricing, client-facing documents, proposals and agreements.
    • Work with BDD and Campaign services team to develop and conduct market / seasonal / topical / performance analysis to strengthen results of future campaigns, including quarterly (QBR) and strategic business reviews (SBR)
    • Recommend and work on processes that support and improve performance.
    • Work with BDD to develop Customer Satisfaction survey that gathers relevant and insightful metrics and information regarding our performance and opportunities for improvement
    • Ensure timely completion of CSAT surveys and integration of feedback that fosters continuous improvement.

    Requirements:

    • Associate’s degree or equivalent experience is required. Bachelor’s degree preferred.
    • 3 years B2B sales and/or marketing experience required.
    • Experience in sales operations, project and account management required.
    • Skilled in Spin Selling or trained in other sales techniques.
    • Skilled in use of computer software application programs including Word, Excel, Outlook, MS-CRM, and PowerPoint.
    • Ability to travel to client sites on occasion and present as needed.
    • Strong verbal and written communication skills.

    Relocation costs are not covered for this position.

    Televerde is an Equal Opportunity Employer M/F/D/V



    .NET DEVELOPER

    Under general direction, the .NET Developer participates in the development and implementation of custom solutions for Televerde's users and clients. The .Net Developer maintains and supports existing Televerde systems. The .Net Developer assists in analyzing business requirements and creating system designs and performs application programming, testing and deployment.

    KEY RESPONSIBILITIES INCLUDE:

    • Assist in the analysis, design and programming of the Direct Marketing System application.
    • Working with the other members of the development team and the software QA group, create applications using current Microsoft development technologies, such as C# and Silverlight.
    • Interact firsthand with users throughout the entire development lifecycle. This includes, but not limited to, gathering and verifying requirements, collaborating on design, and demonstrating the final product prior to testing.
    • Support the design, programming, and maintenance of any new software products.
    • Develop standardized and customized integrations with customer CRM and Marketing Automation systems using web service APIs to access the clients systems.
    • Assist with implementing Agile Software development practices including Design Patterns, Test Driven Development (TDD), Refactoring and Continuous integration.

    MINIMUM REQUIREMENTS NEEDED FOR CONSIDERATION INCLUDE:

    • Education and Experience:
    • BS in computer science, a related field, or equivalent experience.
    • 2+ years relevant experience.
    • 3+ years total professional experience.
    • Minimum 2 years experience in ASP.Net development, using C#.
    • Experience with CRM or marketing applications a plus.
    • Experience with MS Visual Studio 2008 or 2010.
    • Experience with workflow, WCF, WPF or Silverlight a plus.
    • Knowledge, Skills, and Abilities
    • Knowledge of SQL based databases, especially MS SQL Server 2005.
    • Knowledge of unit testing tools (eg. NUnit).
    • Excellent oral and written communications skills.
    • General understanding of ITIL.
    • Service orientation.

    Relocation costs are not covered for this position

    Televerde is an Equal Opportunity Employer M/F/D/V