The Results Companies Work Values

Daily Duties at The Results Companies:

? 200 employees including, call center managers, supervisors, representatives and support personnel ? Interact regularly with development personnel, clients, and all levels of management in order to improve call center operations through enhanced technology and management development – Assisted with project management for Avaya Implementation in Call Center. ? Develop and implement policies and procedures and customer service standards for the department. ? Oversaw database and system integrations/upgrades as well as advised senior management on current and future enhancements needed to meet the clients’ business expectations. ? Assess all internal call handling processes to effectively meet or improve productivity. ? Monitor and develop reports on operational performance metrics and take steps to remediate issues that impact attainment of goals – Increased Quality Scores from 58% average to 90% average and also reduced AHT by over 5 minutes. ? Revenue retention and growth –balanced client scorecard by implementing streamlined contact center guidelines, agent performance expectations and bonus structure which allowed for increased monthly revenues from $75K/month to $150/month ? Conducted regular operational reviews meetings with assigned accounts – Improved client ranking over 3 successful Quarterly Business Reviews. ? Completed monthly billing/invoicing and also provided support for billing audits and/or inquiries.

What they like about The Results Companies:

Working in an organization that is technologically advanced, creative, and innovative is critical in your assessment of hiring companies. Less important to you are stability of the organization, the length of time an organization has been in business, and the business' plans for the future. You prefer a fast-moving company that will take risks to achieve its goals and objectives. The length of time the company has been in business is irrelevant. Maintaining status quo is unnecessary. You thrive on change, uncertainty and the upside of potential business risks, especially those associated with innovation. Stability for the long haul is not nearly as important as is working in an atmosphere that is charged with a sense of urgency and constant change.

Tags

Client Advocate, Call Center Manager, Customer Service Director, Account Management, Program Manager, Operations Manager, Quality Manager

Skills

Strategic Planning, Organizational Process Design, Reporting, Microsoft Office , Business Writing Skills, P&L responsibilities, Presentation, Technology Solutions, Leadership

These are some of the questions we asked our climbers about their experiences with The Results Companies: