ACD Direct is Hiring

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.
Cross train 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