Teams at Advanced Call Center Technologies

Handle inbound customer calls regarding billing, payments, credits, fraud alerts, internet, cell phone services, and mortgage servicing. Provide accurate, timely assistance, document customer information while speaking, meet quality and productivity standards, and support service and sales goals. The role requires clear communication, multitasking, reliable attendance, confidentiality, basic computer skills, and accurate data entry.

Leads a call center team of 10–25 production associates and supervisors. Monitors productivity, quality, attendance, revenue, and work volumes; coaches employees; handles escalated customer calls; develops procedures and schedules; addresses performance and employee relations issues; conducts interviews and performance reviews; and ensures compliance with company and client standards.

Sources and screens candidates through outbound calls, job boards, social platforms, community outreach, and job fairs. Creates requisitions in Dayforce, conducts interviews and reference checks, coordinates hiring classes, manages background and drug screening compliance, updates recruiting dashboards and spreadsheets, and reports recruiting progress to management.