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Summary
About the Role
About You
- High School Diploma
- 2-3 years of experience in a call center or customer service environment
- Proven experience in a supervisory or team lead role
- Strong understanding of key performance metrics such as AHT, CSAT, and First Call Resolution (FCR)
- In-depth knowledge of call center operations, processes, and best practices
- Proficiency in call center software, CRM systems, and workforce management tools
- Excellent verbal and written communication skills
- Strong leadership abilities to inspire and motivate team members
- Effective problem-solving skills
- Strong organizational and time-management skills
- Ability to build rapport and work collaboratively with team members and other departments
- Adaptability to manage change and navigate a dynamic work environment
Benefits
- Paid Time Off including PTO and paid holidays
- Incentives and rewards including daily, weekly, and monthly contests with cash bonuses and prizes
- Comprehensive medical, dental, and vision coverage for full-time employees after 60 days
- Access to MEC medical plans after 30 days for all employees
- Retirement savings programs where available
- Short-term disability insurance
- Life insurance options
- Supplemental insurance including accident and critical illness coverage
- Career growth opportunities with a focus on internal promotions
- Paid training programs
- Fun, engaging, and team-oriented work environment
- Casual dress code
CONTACT CENTER SERVICES INNOVATIVE, HIGH-PERFORMANCE SOLUTIONS THAT WORK
Mass Markets executes domestic omni-channel, inbound and outbound contact center services on behalf of some of the most recognizable brands in the world. As an industry leader with deep expertise in managing interactions across the customer lifecycle, Mass Markets connects customer service, inside sales, market research, automated customer contact and back-office business processes into comprehensive, flexible solutions. Servicing a range of industries, Mass Markets designs high-performance, analytics-driven solutions that produce real results. Under its signature Anything-as-a-Service platform, Mass Markets provides a suite of services and technology that extends beyond the contact center to enable organizations to better target and connect with customers. Anything-as-a-Service accelerates the transformation of business by utilizing intelligent infrastructure and domestic labor to provide significant cost advantages and superior technological footing to businesses that challenge the status quo. checkmark_element_blue_cropped_transparent 100% USA-based operations since 2003 with eight consecutive years on Inc.’s Fastest Growing Companies.
NEXT GENERATION CONTACT CENTER SOLUTIONS MASS MARKETS CONNECTS PEOPLE, TECHNOLOGY AND INFRASTRUCTURE TO DELIVER INNOVATIVE, INDUSTRY-LEADING SOLUTIONS
Since inception in 2003, the foundation of our success has been built on our ability to form lasting partnerships with clients by providing high-impact contact center services. Outsourcing customer interactions, when done correctly, does more than simply improve the bottom line. It also creates efficiency, improves customer interactions and constantly evolves to ensure that customer experience is a competitive advantage for our clients. This philosophy, along with our core belief that business evolution is infinite, has made Mass Markets a trusted industry leader in business process outsourcing.