Headquartered in Fort Lauderdale, FL, The Results Companies is a privately held company which is majority owned by One Equity Partners, a Private Equity Firm, and Results' management. Results operates 26 contact centers throughout the United States, Latin America, and the Philippines. Results' Network Operating Center is co-located in the Atlanta Telx building, with full redundancy in our Provo, UT contact center location. For over 26 years we have served as a premier global customer experience provider for many Fortune 500 companies and uniquely designed, built and operated award-winning contact centers that have set the standard for innovative customer-focused contact solutions. Entrusted with over 46,000,000 relationships a year, our success and proven ability to respond to our Partner's growth has enabled us to expand our global footprint. With over 20,000 employees across the globe, The Results Companies' expertise extends beyond call centers. We're experts in representatives, analytical technologies, brand fulfillment and creating strategic advantages for our Partners.

Description of Service Lines: Results' current client portfolio consists of 82 Partners across various industries inclusive of the following:

• Healthcare
• Insurance
• Wireless Telecommunications
• Financial Services
• Energy
• Education
• Subscriber Based Entertainment
• Tax Services
• Retail
• Cable/MSO

Vision Statement

Our vision is to be the premier global Customer Experience Provider for Fortune 500 companies; to become the benchmark for brand advocacy and service excellence and the transparent provider of choice for customers around the world.

Driven by our "expect greater" commitment to our customers and communities, we aspire to exceed expectations through the brilliance and unyielding passion of our people.

The Company is an equal opportunity and affirmative action employer and will consider all qualified applicants without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, age, disability, veteran status or any other protected factors under federal, state or local law.

Position Overview

The RCC Supervisor ensures that the Real Time Analyst take actions to ensure the enterprise achieves its contacts per hour and sales per hour interval, daily, weekly, monthly and Quaterly goals. The RCC Supervisor works with GRP's, site LRP's and internal business leaders to determine corrective actions to mitigate day- of events that impact performance plan.

Duties and Responsibilities

• Directly supervises a team of 3+ Real Time Analysts
• Effectively manages Strategy, KPI and Service Level requirements for multiple clients
• Coordinates with GRP on Forecasted hours requirement per campaign
• Creates a Daily Dialing Plan that is generated from the client forecast
• Creates a Daily List Strategy Plan with various sources per campaign
• Makes sound business decisions to change list sources to optimize performance
• Understanding of State and Federal rules of engagement for outbound dialing
• Monitors campaigns for wait times/ drop rates/ agents states
• Monitors numerous real time metrics such as; Dials per hour, Contacts per hour, conversion, sales per hour, completes per hour, schedule adherence, ACW against a matrix of defined thresholds
• Loading leads (ensure counts are correct)
• Deletion of finalized records
• Assigns agents to campaigns
• Distribute proper leads to meet dialing plans
• Ability to impact CPH thru list management or list separation
• Ability to create strategies to maximize performance
• Delivery of flash reports to Distro list
• Communicates performance issues with Manager
• Ability to deal as a point for any technology or facility issues affecting call center and support operations
• Site real time communication on LRP bridge or direct contact
• Completes weekly/monthly recap for Manager
• Production reports are required
• Manages interval, daily, weekly, and monthly plan objectives
• Make objective recommendations to management on list dialing strategies to maximize list performance and drive right contacts to right agents.
• Provides Objective Flash reporting of various KPI's to key stakeholders within the Results organization
• Other duties as assigned

Qualifications

• 6 months Outbound Dialer Administration experience
• 6 months Outbound Performance Analytics experience
• 2+ year's previous Contact Center management experience
• Must be highly-proficient on computers, Excellent knowledge and use of Microsoft Office (word processing, spreadsheets, and database systems). Technical and Software experience required.
• High School Diploma Required
• Broad knowledge of outbound contact center environment
• Exceptional verbal and written communication skills
• Must be able to multi-task in a professional & courteous manner
• Must be able to accommodate a flexible schedule
• Superb Listening, probing, negotiation and de-escalation skills needed
• Must have analytical and troubleshooting expertise

Preferred

• 1 year Outbound Dialer Administration experience
• 1 year Outbound Performance Analytics experience
• 3 years+ Contact Center Operations or Outbound management experience
• Experience in with predictive dialing systems such as Davox, EIS, Legacy, and Altitude.
• Technical support experience a plus
• Must have previous customer/client interface experience and the ability to handle upset clients in a professional manner
• Proven performance, able to meet compliance, quality, and productivity metrics
• Proven ability to work well in a high pressure/target driven environment

The Results Companies is an Equal Opportunity Employer M/F/Vets/Disability