NCSA Job Post

BrightKey provides innovative, outsourced support to a variety of organizations in the federal, commercial and non-profit arenas. Our services range from full-service membership and publications programs to mail processing projects, mailroom management and on-site mailroom staffing, inbound mail screening solutions, courier services, warehousing, and fulfillment and other complementary services as needed to support each client's unique individual needs. This is a search for a call center with over 100 in-house call center representatives, located minutes from BWI airport.

BrightKey is looking for a hands-on, roll-up your sleeves person who will be active in addressing short-term, intermediate, and long-term needs, as the Director of Call Center Operations. The ideal candidate will be experienced in managing a high-performing call center with multiple teams to ensure service meets/exceeds performance goals. Customers are partners who span the gamut of trade associates, professional organizations, as well as high-profile institutions. Our Customer Service Representatives, Project Managers, and Operations Managers deal with complex service level agreements where outstanding service is delivered every day.

Highlights of a Successful Candidate:

• Create a compelling vision, clear direction, and strategy for the team.
  • Ensure capabilities are developed and resources are aligned to support the strategy.
  • Create and sustain a work environment that drives employee engagement and enables business success.
• Implementation of process and continuous improvement tools to improve operations and create new opportunities.
• Develop ways to engage clients, build relationships that bind client partners to our services.
• Provide analysis of a project, division deliverables, maintain budget projections, and operations analysis of invoicing accuracy.
• Ensure that all contractual goals and service level agreements are achieved, as well as a statement of work deliverables and targets are met.
• Recommend and implement service enhancements while increasing the morale of Customer Service Representatives, and other staff members.

Preferred Qualifications:

• Proven operations management experience in the Customer Service/Call Center, including QA, Training, Operations, and front-line staff.
• Experience in meeting call center metrics, call forecasting and service level agreements (SLA's).
  • Deep understanding of call center software.
• Experience managing multiple client projects/software and workflows.
• Excellent organizational, written, and verbal communication skills.
• People management skills and client relations experience.
• Proven ability to develop and manage budget and financial forecasts; meet and exceed goals.
• Extensive understanding of membership, publications fulfillment, and customer service operations.
• Strong leadership skills with the ability to keep employees motivated, resolve conflicts, while making difficult decisions.
• Excellent verbal and written communication skills, both internally and client-facing.
• Strong organizational skills, including administrative record keeping and time management.

Requirements:

1. Bachelor's degree in business, or relevant field.
2. Minimum of 5 years experience in a Call Center environment in a senior role.
3. Proficient in Microsoft Office Suite and related software.
4. In-depth knowledge of data administration and management processes.
5. A highly analytical mindset with superb problem-solving skills.
6. Outstanding communication and presentation skills.

Founded in 1988, BrightKey provides industry-leading outsources and support solutions nationwide. Our services include warehousing and fulfillment, call center, telemarking, mailroom management, and mail screening. BrightKey clients and partners include corporations, nonprofits, government agencies, and associations in a wide range of industries. EOE.

Application Instructions
Send to Tony Warner: twarner@brightkey.net

Contact Information
Tony Warner: twarner@brightkey.net

The Las Virgenes Municipal Water District is thrilled to announce this outstanding career opportunity to join the executive team of a growing agency on the forefront of innovation in the water industry. The District invites applications for the newly established position of Director of External Affairs, to lead the District's external affairs and further its position as a leader in the water industry.

Please read below to learn more and apply.

The Organization
The Las Virgenes Municipal Water District (LVMWD) provides the critical service of delivering safe, reliable potable water and, along with the Triunfo Sanitation District operated under a Joint Powers Authority (JPA), provides wastewater treatment, recycled water service and biosolids composting. The LVMWD service area spans 122 square miles serving the cities of Agoura Hills, Calabasas, Hidden Hills, and Westlake Village, as well as the neighboring unincorporated areas of western Los Angeles County.

LVMWD currently provides water service to a population of approximately 70,000 people including residential and commercial customers. The District operates and maintains 25 water tanks, 24 pumping stations, 395 miles of main line, Las Virgenes Reservoir and the Westlake Filtration Plant. Additionally, the Tapia Water Reclamation Facility and the Rancho Las Virgenes Composting Facility are operated under the JPA. LVMWD has an adopted operating budget for Fiscal Year 2024-2025 of $65.4 million. LVMWD is also on the forefront of water treatment processes and innovative technology.

In 2015, the District began a 13-year, $466 million infrastructure project in collaboration with Triunfo Water & Sanitation District through the JPA to treat its recycled water to drinking water standards through the Pure Water Project Las Virgenes-Triunfo.

The External Affairs Department
Through its Customer Service, Public Affairs & Communications, Resource Conservation Divisions, and its Legislative & Governmental Affairs Program, the External Affairs Department promotes engagement, conversation, and outstanding customer support for the District's water and environmental initiatives.

Whether hosting events, facilitating workshops, or helping a customer better understand their bill, the mission of the External Affairs Department is to keep the community informed, engaged, and supported in the shared responsibility of maintaining a resilient water future.

The Position and Ideal Candidate
The District seeks a highly innovative, collaborative, dynamic, and expert leader to direct the External Affairs Department and provide leadership and direction to department staff in the implementation of District goals, policies, programs, and procedures. The candidate will lead initiatives and foster partnerships that will maintain and further the District's position as a leader in the water industry. The successful candidate will have a proven track record of developing and delivering complex programs, strategic communications and partnerships on behalf of an organization to further its strategic objectives. As a member of the Executive Team, the Director of External Affairs will be integral in developing policy and management recommendations to the Board of Directors.

Application Instructions
The District offers an excellent and highly competitive compensation and benefits package.
To learn more, please click on this link to view the recruitment brochure.

If this is an opportunity you do not want to miss, please visit the job posting and submit your application, cover letter, and resume here.

Contact Information
Sophia Crocker, (818) 251-2126, scrocker@lvmwd.com

Summary
The Program Advisor is responsible for handling the Care Center's inbound calls, selling Smart Start's products, and making outbound calls ranging from routine requests to complex situations requiring resourcefulness, professionalism, and efficient resolution simultaneously. Tasked with providing stellar internal and external client service, and will uphold Smart Start's credible reputation in the alcohol monitoring community.

Responsibilities

• Sell products, programs, and services to callers using a Consultative Sales approach.
• Provide product and service information to callers and clients.
• Answer incoming calls and respond appropriately.
• Identify, research, and resolve client's complaints using applicable resources appropriately.
• Partner internally and externally with a positive and collaborative attitude and professional communication.
• Identify and escalate issues appropriately.
• Route calls to appropriate resources.
• Conduct follow up client calls when necessary.
• Upsell products, programs, and services to existing clients.
• Manage correspondence efficiently, responding to inquiries accurately, and tracking issues accordingly.
• Gather data from multiple technology systems.
• Handle documents utilizing various office equipment.
• Adhere to company policies, procedures, and expectations of confidentiality.
• Provide general Care Center support as needed.
• Perform other duties as assigned.

Minimum Requirements

• High school diploma or equivalent
• 6+ months relevant experience
• Computer skills including Microsoft Office suite: Word, Excel, and Power Point
• Professional verbal, non-verbal, and written communication skills
• Strong attention to detail and sense of urgency for successful multitasking
• Courteous yet courageous interpersonal skills
• Adaptability and resourceful thinking for potentially challenging or high stress situations
• Self and audience awareness

Physical Demands and Work Environment
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions.

While performing the duties of this position, the employee is regularly required to talk or hear. The employee frequently is required to use hands or finger, handle, or feel objects, tools or controls.

The employee is occasionally required to stand; walk; sit; reach with hands and arms; climb or balance; and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this position include close vision, distance vision, color vision, peripheral vision, and the ability to adjust focus. The noise level in the work environment is usually moderate.

This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments.

All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbents will posses the skills aptitudes and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills or abilities. This document does not create an employment contract, implied or otherwise, other than an "at will" relationship.

Application Instructions
Click here to apply

Contact Information
Nick Cannatella, Senior Talent Acquisition Specialist

Summary
The Client Services Specialist is responsible for handling the Care Center's inbound calls and making outbound calls ranging from routine requests to complex situations requiring resourcefulness, professionalism, and efficient resolution simultaneously. Tasked with providing stellar internal and external client service, the Specialist, Client Services will uphold Smart Start’s credible reputation in the alcohol monitoring community.

Responsibilities

• Answer incoming calls and respond appropriately.
• Provide product and service information to callers and clients. 
• Identify, research, and resolve clients' complaints using applicable resources appropriately. 
• Partner internally and externally with a positive and collaborative attitude and professional communication.
• Identify and escalate issues appropriately.
• Route calls to appropriate resources. 
• Conduct follow up client calls when necessary.
• Upsell products, programs, and services to existing clients. 
• Complete call logs and reports. 
• Manage correspondence efficiently, responding to inquiries accurately, and tracking issues accordingly.
• Analyze, consolidate, validate, enter, and track data.
• Organize and maintain records and filing systems.
• Gather data from multiple technology systems.
• Handle documents utilizing various office equipment.
• Adhere to company policies, procedures, and expectations of confidentiality.
• Provide general Care Center support as needed. 
• Perform other duties as assigned.

Qualifications

• High school diploma or equivalent
• 6+ months relevant experience
• Computer skills including Microsoft Office suite: Word, Excel, and Power Point
• Professional verbal, non-verbal, and written communication skills
• Strong attention to detail and sense of urgency for successful multitasking
• Courteous yet courageous interpersonal skills
• Adaptability and resourceful thinking for potentially challenging or high stress situations
• Self and audience awareness

Physical Demands and Work Environment
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions. While performing the duties of this position, the employee is regularly required to talk or hear. The employee frequently is required to use hands or finger, handle, or feel objects, tools or controls. The employee is occasionally required to stand; walk; sit; reach with hands and arms; climb or balance; and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this position include close vision, distance vision, color vision, peripheral vision, and the ability to adjust focus. The noise level in the work environment is usually moderate.

This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbents will possess the skills aptitudes and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills or abilities. This document does not create an employment contract, implied or otherwise, other than an "at will" relationship.

Application Instructions
Click here to apply

Contact Information
Nick Cannatella, Senior Talent Acquisition Specialist

Summary
The Care Center Sales Manager is responsible for leading and managing a team of sales Team Leads and representatives in a call center environment. This role involves setting sales targets, coaching team members, and developing strategies to achieve company sales goals. The ideal candidate will have a proven track record in call center sales management, strong leadership skills, and a deep understanding of call center sales or inside sales. This role will be reporting directly to the Senior Sales Manager.

Key Responsibilities

Team Leadership & Development:

• Recruit, train, and mentor call center sales supervisors and Program Advisors to ensure a high-performing team.
• Conduct regular performance reviews, provide constructive feedback and coaching to team members.
• Drive attainment of monthly sales quotas and key performance indicators.
• Foster a positive and motivating work environment to maintain high morale and employee engagement.

Sales Strategy & Execution:

• Develop and implement effective sales strategies to meet and exceed sales targets.
• Monitor and analyze sales performance metrics to identify areas for improvement.
• Collaborate with the marketing team to develop campaigns and promotions that drive sales growth.

Operational Management:

• Oversee daily operations of the sales call center to ensure efficiency and productivity.
• Implement and manage sales call center technologies and processes to optimize performance.
• Ensure compliance with company policies, industry regulations, and quality standards.

Customer Focus:

• Develop and maintain strong relationships with key customers and stakeholders.
• Handle escalated customer inquiries and complaints to ensure customer satisfaction.
• Utilize customer feedback to improve sales approaches and service delivery.

Reporting & Analysis:

• Prepare regular sales reports and present findings to senior leadership.
• Analyze market trends and competitor activities to identify new sales opportunities.
• Use data-driven insights to make informed decisions and drive continuous improvement.
  

Work Schedule

• Monday through Thursday - Required to work in-office
• Friday - Remote work option available
• Potential to be on call on Saturdays as needed.

Qualifications

• Bachelor's degree in business administration, Marketing, or a related field (preferred but not required).
• 1-3 years of proven experience as a sales Manager or similar role in a call center or Inside Sales environment.
• Strong leadership and team management skills.
• Excellent communication, interpersonal, and negotiation skills.
• Proficiency in call center software and CRM systems (e.g., HubSpot or similar preferred).
• Ability to analyze data and make strategic decisions.
• Results-oriented with a track record of achieving sales targets.
• Ability to work under pressure and handle challenging situations.

Compensation & Benefits

• Competitive salary and performance-based bonuses.
• Comprehensive health, dental, and vision insurance.
• Retirement savings plan with company match.
• Paid time off and holiday pay.
• Professional development opportunities.

Application Instructions
Click here to apply

Contact Information
Nick Cannatella, Senior Talent Acquisition Specialist