OneTouch Direct

Operations

• Oversee the IT operations, ensuring our infrastructure is reliable, scalable, and aligned with the company's business goals.
• Lead and manage the IT operations team, providing mentorship and fostering a culture of continuous improvement.
• Develop and implement IT strategies that align with overall business objectives.
• Oversee system and network design, including installation and continuous monitoring of systems.
• Establish IT policies and procedures that meet compliance and regulatory standards.
• Work with vendors and service providers to manage contracts, ensuring service level agreements are met.
• Monitor and strategize the performance of critical systems, ensuring uptime and security protocols are enforced.
• Manage budgets for IT operations, optimizing spend while supporting innovative technology solutions.
• Stay updated on emerging technologies and assess their potential application within the organization.

IT Director – Operations

Customer Support

• Provide outstanding inbound customer service for AT&T business clients
• Engage with AT&T business customers to resolve issues and enhance their account experience
• Identify and capitalize on opportunities to enhance AT&T services (upsell/cross-sell)
• Create memorable experiences for customers with every interaction
• Work in a dynamic, supportive team environment with ongoing training and incentives

Customer Service Representative – TPA

• Provide technical support and troubleshooting assistance to customers via phone, chat, and email.
• Guide customers through product setup, configuration, and usage.
• Resolve customer issues by providing clear instructions and solutions.
• Document all customer interactions and solutions in the company system.
• Work collaboratively with team members to ensure high-quality customer service.
• Operate in a fast-paced call center supporting Fortune 500 clients as part of OneTouch Direct contact center solutions.

Call Center Customer Support Technician

Director

• Reports to the Call Center Director and provides overall operational execution and management of staff.
• Lead and provide leadership for up to 300 staff members during assigned shift.
• Achieve targeted KPIs and profitability metrics and act as a business owner focused on profitability and customer loyalty.
• Manage employee selection, retention, coaching, counseling, and development.
• Drive continuous operational improvement and inspect/execute OneTouch Direct best practices.
• Interpret financial and operational reports, analyze data, identify performance gaps, and develop solutions to meet operating goals.
• Translate corporate strategies into timely and comprehensive tactical plans to achieve goals.
• Provide leadership to management teams to achieve service levels, expense control, employee development, and define departmental policies, process and training.
• Develop and maintain strong interpersonal relationships across the organization to ensure effective communication and goal alignment.
• Maintain outstanding location condition and visual standards; work cooperatively to maximize performance and problem solving.
• Work weekends, some holidays, evenings, and additional shifts as needed.

Assistant Director

• Respond to customer inquiries via phone, email, or chat with a friendly demeanor
• Provide accurate information on products and services to enhance customer satisfaction
• Handle customer inquiries and troubleshoot issues to ensure customers feel valued and heard
• Document customer interactions and follow up on outstanding issues
• Identify opportunities to upsell or cross-sell products that may benefit the customer
• Collaborate with team members to improve processes and elevate the customer experience

Customer Experience Associate

Call Center Representative

• Represent OneTouch Direct as a Call Center Sales Representative, providing extraordinary customer service and helping clients achieve their goals with Verizon products and services.
• Reach out to and take inbound calls from businesses, actively selling a diverse product range with enthusiasm and clarity.
• Build rapport and foster trust with customers through effective communication.
• Identify customer needs through consultation and recommend appropriate solutions.
• Collaborate with the team to meet and exceed sales targets and contribute to a positive team environment.
• Utilize problem-solving skills to address customer concerns and ensure a seamless customer experience.

Call Center Sales Representative

• Drive sales while ensuring customers feel valued and heard.
• Lead a dedicated sales team with enthusiasm, providing support and encouragement to help them reach their full potential.
• Keep a close eye on sales metrics and work together with your team to create exciting strategies that boost performance.
• Conduct uplifting performance reviews, offering positive feedback and identifying areas for growth.
• Organize engaging training sessions that enhance product knowledge and sharpen sales skills.
• Be the go-to person for any customer escalations, turning challenges into delightful resolutions.
• Collaborate with management to refine sales processes and continually improve operations.

Call Center Sales Supervisor

• Talk to new and existing T-Mobile customers daily, introducing them to T-Mobile products and services.
• Work as part of a dynamic team handling a blended call queue, primarily answering inbound calls.
• Make outbound calls to hot leads for reminders or updates (e.g., changing card number).
• Focus on helping customers and improving their T-Mobile experience.
• Participate in a 4-week program training (2 weeks training, 2 weeks nesting).
• Work the production schedule Friday–Monday 4pm to 3am (four 10-hour shifts).

Inside Sales Agent, Call Center

• Engage with AT&T business customers through inbound calls to resolve issues and enhance account experience
• Provide outstanding customer service and create memorable experiences with every interaction
• Identify and capitalize on opportunities to offer products and enhance AT&T services
• Handle escalated and high-stress customer situations with professionalism and respect customer confidentiality
• Work in a team-oriented call center environment at OneTouch Direct's Tampa location

Call Center Customer Care Representative

QA Engineer

• OneTouch Direct is not your typical Call Center. Founded in 1998, we have since grown into one of the most preeminent providers of contact center solutions in the nation. We work with Fortune 500 companies providing useful products and excellent service. We are a seamless extension of our clients while building an internal culture that stands out above the rest.
• The Manager, Quality Assurance will oversee the quality assurance team, implementing and managing QA strategies that ensure the delivery of high-quality services to our clients. This role involves establishing quality standards, monitoring compliance, and providing ongoing training and support to improve the performance of call center associates.
• Lead and manage the Quality Assurance department, including hiring, training, and performance evaluations.
• Develop and implement quality assurance processes and metrics to ensure compliance with policy and standards.
• Monitor and evaluate inbound and outbound customer interactions to ensure adherence to quality standards.
• Analyze performance data and prepare reports on trends and findings for management review.
• Provide coaching and feedback to associates, using monitoring data to highlight areas for improvement.
• Collaborate with team leaders and management to develop training programs based on QA findings.
• Conduct regular calibration sessions to ensure alignment in quality assessment.
• Stay updated on industry best practices and incorporate them into QA strategies.
• Perform other duties as assigned.

Manager, Quality Assurance

• Provide exceptional support to clients by accurately answering inquiries and resolving issues in a timely manner.
• Coordinate care services and appointments, ensuring seamless communication between clients and healthcare professionals.
• Maintain detailed and accurate documentation of client interactions and care plans.
• Assist with administrative tasks as required to support the overall operations of the Care Concierge team.
• Continuously strive to enhance the client experience through proactive communication and problem-solving.

Customer Support Representative

Bilingual

• Provide exceptional support to clients by accurately answering inquiries and resolving issues in a timely manner.
• Assist clients with legal inquiries, coordinate services, and facilitate communication between clients and legal providers.
• Coordinate care services and appointments, ensuring seamless communication between clients and healthcare professionals.
• Maintain detailed and accurate documentation of client interactions and care plans.
• Assist with administrative tasks to support the Care Concierge team.
• Proactively communicate and solve problems to enhance the client experience.

Bilingual Care Concierge

• Respond to incoming calls and inquiries from individuals seeking assistance related to disaster recovery.
• Accurately provide information regarding FEMA programs, eligibility requirements, and application processes.
• Document interactions thoroughly and maintain accurate records of customer inquiries and assistance provided.
• Address customer concerns with professionalism and empathy while ensuring a compassionate approach.
• Collaborate effectively with team members and escalate complex cases when necessary.

Bilingual Customer Service Representative

• OneTouch Direct, founded in 1998, provides contact center solutions to Fortune 500 clients, acting as an extension of clients while fostering a distinct internal culture.
• Position: Remote Customer Service Representatives - FEMA
• Respond to incoming calls and inquiries from individuals seeking assistance related to disaster recovery.
• Accurately provide information regarding FEMA programs, eligibility requirements, and application processes.
• Document interactions thoroughly and maintain accurate records of customer inquiries and assistance provided.
• Address customer concerns with professionalism and empathy and maintain a compassionate approach.
• Collaborate effectively with team members and escalate complex cases when necessary.