Remote | Full-time | Must be US-based
Who We Are
ACD Direct is a Veteran-Owned full-service Contact Center that handles donor and customer interactions for nonprofits and companies that outsource all or part of their volume. Our two-pronged approach pairs leading SaaS technology and a distributed workforce of 1,000+ at-home agents across the United States to give premium 24/7 support.
We are hiring an Operations Specialist to report to and support the Operations Supervisor in the day-to-day operations of the Contact Center.
What You’ll Do:
- Provide administrative functions for the Operations Team.
- Assist with staffing ticket management and create and distribute reports, as needed.
- Serve as a Subject Matter Expert (SME) for contact center standard operating policies and procedures.
- Act as a point of contact for the support staff to assist with questions about workflows and projects.
- Be responsible for updating client staffing tickets and coordinating/scheduling of the various shift types depending on client requests/needs.
- Respond to and alert Operations Supervisor regarding internal staffing issues via ticket and/or emails with urgency and immediacy.
- Available to assist and monitor Discord and Teams during anticipated heavy call volume times or as needed by CCMs and CC Management.
- Available to handle escalated customer/member calls from support staff (escalated Supervisor calls) for resolution.
- Support the various ticket teams and staff team as needed, and act as a backup when members of the team are absent.
- Crosstrain in the day-to-day call center skills, tasks, and projects.
- Other duties and special projects as requested or assigned.
What We’re Looking For:
- 1+ year of experience working in a virtual contact center environment.
- Knowledge of Microsoft Office products (Excel, Word, Outlook).
- Time management and customer service skills.
- Must be able to work in the evening and weekends (Friday, Saturday and Sunday) No exceptions.
Physical Demands and Work Environment
- Occasionally/Frequently/Continually required to stand, walk, climb, balance, bend, stoop, kneel or
- crawl.
- Occasionally/Frequently/Continually required to sit for longer than 30 minutes at a time.
- Occasionally/Frequently/Continually required to operate a computer and look at a computer screen for
- longer than 30 minutes at a time.
- Occasionally/Frequently/Continually required to utilize hand and finger dexterity.
- Occasionally/Frequently/Continually required to lift/push/carry items less than 25 pounds
What You Can Expect:
- $17/hr
- Full time
- Remote
- Flexible schedule
- Great company culture
Ready to Make a Difference?
Apply here and check out ACD Direct today!
