Advanced Call Center Technologies, LLC is a performance driven provider of contact center and back office support services.  With over a decade of successes, many leading companies in the financial services, communications, and technology industries rely on ACT for proven results managing their customer relationships.

Lead and direct a team of 5-6 supervisors and 120+ call center customer service & sales associates in providing exceptional customer service and performance.

Manage the overall direction, development, and performance of the department.

Set team performance standards and goals to meet revenue, service and call volume quotas.

Manage staffing levels and scheduling to optimize performance, including planning, assigning, and directing work.

Monitor program effectiveness and report on productivity to project leaders and clients. 

Address customer and client complaints and resolve problems.

Interview, select and train new associates.

Complete team member performance appraisals.

Lead the reward and recognition programs for the team,

Develop and formally counsel employee performance and conduct.

Minumum of three years of call center managment experience within inbound/outbound call center environment. 

Prefer outsourcing experience with client relationship management.

Mortgage servicing and/or mortgage collections experience.

Demonstrate exceptional customer service, leadership and coaching compentencies.