Careers at Movate – Temple, Texas

Job title: Quality Analyst – Customer Service
Location: Temple, TX
Education: High School Diploma
Experience: 2+ years of quality analyst experience

Job Summary

• Analyses and measures the effectiveness of existing contact center processes and develops sustainable, repeatable and quantifiable process improvements. Collects and analyzes contact center activity data and initiates, develops and recommends improvements to systems, processes and procedures to increase productivity and reduce cost. Monitors resource requirements, call volume, quality and efficiency of customer contact center operations. Collaborates with training resources to provide training on improved processes.

Roles and Responsibilities:

• Performs root-cause analysis, identifying issues and trends. Provides feedback and assistance to management for developing resolution to the identified issues
• Effectively and appropriately interact with team members who have varied backgrounds and temperaments
• Must remain professional at all times while working and communicating with clients, and employees.
• Through coaching, ensures agent quality guidelines and metrics are achieved
• Monitor team’s calls(live and recorded) and emails to proactively identify potential problems and coach them.
• Should have an eye for details and should be in a position to analyze trends.
• Meet or exceed all deadlines for reporting, monitoring/coaching and preparing quality performance dashboard for the program
• To be actively involved in team and client meetings/calls
• To be actively involved in floor support
• Train employees on QA guidelines and any
• Participate in weekly external and internal calibrations
• Work on special projects and other duties/responsibilities as business requires
• Demonstrate teamwork by supporting and assisting other team members as necessary
• Demonstrate flexibility by working varying shifts and responding to unanticipated events

Required and Desired Skills:

• Knowledge of Microsoft Office
• Able to provide and receive coaching and feedback
• Able to multi-task
• Have good planning, organizing and problem-solving skills
• Able to encourage, motivate and provide recognition
• Working knowledge of the quality policies and procedures
• Prior quality assurance experience (in a customer service call center setting) is preferred.
• Previous experience in providing coaching and feedback in call center environment.
• Deep understanding of contact center QA best practices (with call/chat/email monitoring, calibrations, scoring)

Job title: Trainer – Customer Service
Location: Temple, TX
Education: High School Diploma
Experience: 2+ years of training experience

Role and Responsibilities:

• Own content development and delivery, performance dashboard and reports, and other activities related to new hire, ongoing, remedial, and just-in-time training.
• Review, update, and continuously improve New Hire Training curriculum, evaluation tools, activities and documentation
• Analyze performance needs/trends and gaps, design, develop, and deliver instructional training – refresher training/Just in Time(JIT) training.
• Rolling out biweekly knowledge measure tests(KMTs) for the account, analyze trends and take necessary action
• Effectively interact with team members keeping in mind that different people have varied backgrounds and temperaments
• Perform QA monitoring and coaching/feedback sessions as per the business requirement when training role is not active
• Work on special projects and other duties/responsibilities as business requires.
• Demonstrate teamwork by supporting and assisting others on the team as necessary
• The trainer will report any HR or operational issues regarding an agent to their manager.
• The trainer will maintain a professional and positive environment at all times.

Knowledge, Skills, and Abilities

• Familiar with contact center tools, systems, and methodologies.
• Strong MS Office skills, including Word, Excel, and PowerPoint.
• Adaptable to multi-task, swift program changes, developing the skills in proactive critical thinking, and problemsolving.
• Ability to provide and receive coaching and feedback.
• Have excellent planning, organizing, and problem-solving skills.
• Ability to encourage, motivate and provide recognition.
• Flexibility to work varying shifts and responding to unanticipated events.
• Excellent presentation skills – ability to present ideas, concepts, concerns, and questions in a well thought out, positive, and professional manner in one-on-one and group situations to internal and/or external clients.
• Video game knowledge is preferred.

Job title: Customer Service Team Lead
Location: Temple, TX
Education: High School Diploma
Experience: 2+ years of experience in a Customer Service Role

Role and Responsibilities :

• Exhibit the Culture of Performance and Core Values; Teamwork, Integrity, and Excellence by regularly applying as guiding principles in the decisions and actions chosen based on Reason, Record, and Circumstance.
• Interacts with customers via telephone, chat, SMS and e-mail, must be able to wear telephone headset and manipulate objects such as pen, keyboard, and mouse.
• Communicate with client on an ongoing basis on people, performance and processes including weekly and quarterly reviews.
• Work closely with each individual to ensure they are meeting required standards for quality and productivity based on pre-defined KRA’s
• Accomplishes team results by communicating job expectations; planning, monitoring, and appraising job results; coaching, counseling, and motivating employees; coordinating, and enforcing system policies, procedures, and productivity standards.
• Responsible for the day-to-day application of organizational policies and procedures. Recognizes and recommends operational improvements to increase agent performance.
• Be actively involved in floor support. Handle Customer Service calls when the business requires.
• Participate in calibration sessions, weekly operations call, monthly and quarterly business reviews and knowledge sharing sessions as required.
• Recognizes, conveys, promotes, and sells products and service value with a consultative approach.
• Analyze stats and trends to identify root cause and implement corrective actions where required. Proactively report concerns with team, process, systems, etc. to supervisor
• Monitor agents on a weekly basis to ensure compliance to predefined processes and procedures.
• Act as an escalation contact for his / her agents and ensure that their concerns are addressed.
• Interview and select new hires for the program that meets the business requirements.
• Monitors performance of staff members according to established standards.
• May participate in hiring decisions and conduct performance appraisals.
• Regular, consistent, and punctual attendance.
• Handle supervisor and/or font line calls when required
• Other tasks and duties as assigned by the leadership team.

Required and Desired Skills:

• Strong phone presence with exemplary customer service and de-escalation skills
• Able to coach and motivate in accordance with the company’s performance culture
• Detail oriented
• Familiar with contact center tools, systems and methodologies
• Strong MS office skills, including Word, Excel and PowerPoint
• Adaptable to swift program changes, developing the skills in proactive critical thinking and problem solving
• Knowledge and interested with Electronic/gadgets devices preferred

Job title: Customer Service Representative – B2B
Location: Temple, TX
Education: HS Diploma or GED
No of Openings: 80

Job Summary:

• B2B Customer Service Sales Representatives handle incoming calls to assist Business Telecommunication Customers with requests and questions on all services offered while handling incoming sales inquiries, providing information about our telecommunications products and services, and assisting customers in making informed purchasing decisions.
• This role requires effective communication skills, professionalism, business acumen, passion for sales, and a commitment to delivering exceptional customer experiences.

Responsibilities:

• Handle a variety of incoming calls addressing complex business customers’ questions and concerns to provide a quick resolution and positive customer experience
• Engage with customers to understand their needs, answer questions, and provide product recommendations.
• Educate customers about our telecommunications products and services, including internet, phone / wireless, and TV packages.
• Present pricing, promotions, and available options to customers in a clear and compelling manner.
• Assist customers in selecting the most suitable products or services based on their requirements and preferences.
• Process sales orders accurately and efficiently using our sales tools.
• Follow up with customers to ensure satisfaction, address any concerns, and encourage upselling or cross-selling opportunities.
• Meet or exceed individual and team sales targets, conversion rates, and customer satisfaction metrics.
• Adhere to program key performance indicators such as: schedule adherence, average handle and wrap time, various conversion rates for telecommunications products, attendance policy

Qualifications:

• Minimum HS Diploma or GED, some College preferred
• Minimum of 6 months of call center experience or relevant sales experience, 1 year highly preferred
• Above average job stability
• Customer service, inbound retention, inbound sales, and telecommunications experience in a call center setting highly preferred
• Excellent verbal and written communication skills, with the ability to engage and build rapport with customers effectively.
• Strong sales aptitude and persuasive abilities, with proven testimonials on meeting or exceeding sales targets. 
• Familiarity with telecommunications products and services, including internet, phone / wireless, and TV offerings.
• Above average computer skills and ability to navigate complex call center systems
• Proficiency in using sales tools to manage customer interactions and track sales performance.
• Exceptional customer service skills, with a focus on delivering positive experiences and resolving customer issues promptly.
• Ability to work independently and as part of a team in a fast-paced, high-volume environment.
• Must be willing to work full time onsite during dayshift, early evening, weekend, and Holiday hours of operation.
• Must pass pre-employment assessment testing and required background checks

Job title: Sr. Director/AVP/VP   – Sales 
Location: USA
No of openings: 3
Experience: 10+ years of relevant sales experience

Summary:

You’re eyeing the most resilient, fastest growing, and most awarded technology consulting services provider in the industry! With a strong growth rate and numerous recognitions under the belt, Movate is setting the stage for transformation and adapting for tomorrow. You’ll take charge of hunting new business accounts for our B2C Support / Customer Experience management Services across services such as Sales, Customer Service, Billing, Technical Support, Premium Services, Retention, Account Management, Digital Transformation Services and Analytics. If you have passion for hunting and are a dynamic people leader who understands the bigger picture and can balance strategic vision and thought leadership with execution excellence, this is the role for you.

• We are looking for passionate and experienced candidates with a proven track record of acquiring new logos.
• Experience in selling B2C support / customer experience management services across the customer lifecycle
• Target industry verticals include but are not limited to technology (across sectors), retail, ecommerce, fintech, hospitality, travel, mobility, and marketplace apps
• This individual will have end-to-end sales cycle responsibility for customer acquisition and stakeholder management and will be responsible for supporting the strategy and execution of Movate growth

Roles and Responsibilities:

• Meet / exceed revenue targets through recognised revenue from new logos acquired and through active pipeline management.
• Build high performance teams, improve organizational efficiencies, build scalable business processes to exceed goals
• Contribute to and execute Go-to-Market strategy for Movate
• Identify and implement comprehensive business development and sales strategies by leveraging Movate service offerings.
• Create a defined set of target accounts across desired industry verticals. Develop and execute a pursuit strategy for them.
• Ability to be consultative through the sales process and work from the ground up on solutions to close deals.
• Provide competitive intelligence on pursuits and leverage collective strength of the organization to present winning solutions to the client.
• Provide market feedback to the executive management team and identify opportunities that enhance our business and revenue.
• Manage opportunities across the entire sales cycle including qualification, pitching, presenting, manage proactive proposals / RFPs, and closing deals with internal support groups (Pre-sales, Marketing, Inside-sales, delivery, and operations)
• Use internal sales tracking tools diligently to maintain a full record of all sales activity and generate reports for stakeholders, providing visibility into the sales pipeline.
• Present entire portfolio of Movate solution offerings and capabilities to customers clearly articulating our value proposition and differentiators with right alignment with Solution Architects (as needed).
• Identify potential strategic partners, alliances and relationships that will increase the deployment of Movate solutions and services within current clients.

Required Skills:

• At least 10+ years of relevant sales experience from organization that is engaged with Gig workforce facilitating Customer Experience / Contact Centers
• A seasoned hunter, skilled at generating their own leads through cold calling, research, networking, industry relationships and partners
• Experience in managing a team of hunters who would be performing similar roles across a pre-designated set of target accounts
• A self-starter with a passion for New Logo Sales and Business Development.
• Strong understanding of market trends and ability to create end-to-end, multifaceted, go-to market strategy for service line.
• Ability to represent company in external forums, conferences, analyst / advisor meetings, panels, etc.
• Develop and optimize a sales pipeline, manage pursuit strategies focused on senior executives to deliver new client wins
• Previous executive level consultative sales experience, specifically working with C suite executives to negotiate and close deals.
• Highly skilled and proven track record of sales negotiation and executive leadership relationships
• Track record of meeting and/or over-achieving sales revenue targets
• Negotiate pricing and contracts. Meet and exceed quota standards.

Location: Onsite – Temple, TX

Education: High School Diploma

Experience:  Minimum 6 months in a Customer Service Role

No of Openings: 50+

Summary:

We are seeking a Customer Service Representative to join our team. The ideal candidate will be responsible for providing exceptional customer service and support to clients, utilizing strong communication skills and problem-solving abilities.

Responsibilities:

• Handle inbound and outbound customer calls professionally and courteously
• Assist customers with product inquiries, orders, and issue resolution
• Maintain accurate customer records in the computer system
• Provide information about products and services
• Upsell products and services to customers when applicable
• Resolve customer complaints in a timely manner
• Collaborate with the sales team to meet customer needs

Required Skills:

• Proficient in computerized systems for data entry and retrieval
• Ability to commute to Temple, TX 76504 (Required)
• Ability to type efficiently and accurately
• Prior experience in client services or customer support is preferred
• Strong command of the English language, both written and verbal
• Exceptional phone etiquette and communication skills
• Sales experience is a plus
• Bilingual proficiency is advantageous
• Familiarity with call center operations is beneficial
• Shift Timings: Monday – Friday – 8.00 am – 5.00 pm CST (Morning Shift)

Job Type: Full-time

Pay: $16.50 per hour

Expected hours: No less than 40 per week

Shift Timings: Monday – Friday – 8.00 am – 5.00 pm CST

Benefits:

• Weekends Off
• Dental Insurance
• Health insurance
• On-the-job training
• Paid time off
• Referral program
• Vision insurance