Advanced Call Center Technologies, LLC.

GENERAL SUMMARY Under the general supervision of the HR Manager, the HR Generalist is responsible for supporting the Human Resources function through a variety of administrative, operational, and employee-facing responsibilities. This role provides comprehensive HR support with an emphasis on HRIS management, employee relations, investigations, onboarding, benefits administration, and compliance. The HR Generalist serves as a key contact for employees and management, ensuring HR processes are carried out accurately, professionally, and in accordance with company policy and employment law. MAJOR RESPONSIBILITIES & DUTIES HR Operations and Administrative Support Perform HRIS data entry, auditing, and personnel file maintenance. Support and enhance HR administrative workflows including digital file management and personnel recordkeeping. Coordinate and deliver new hire orientation sessions and support onboarding and benefits enrollment processes. Manage HR supply inventory and ordering. Employee Relations & Investigations Serve as a first point of contact for employee concerns and complaints; escalate complex matters to the HR Manager as needed. Conduct intake for employee relation issues and support in fact-finding, documentation, and investigative activities. Prepare investigation summaries and assist in drafting disciplinary documents. Partner with supervisors to promote positive employee relations and consistent application of company policies. Policy Compliance & Interpretation Provide basic guidance to employees and supervisors on HR policies, practices, and procedures. Ensure compliance with federal and state employment laws including FMLA, ADA, HIPAA, FLSA, EEOC, and workers' compensation. General HR Support Process terminations and support exit procedures. Assist with internal audits, reporting, and preparation of HR metrics. Provide customer service to employees and supervisors by responding to inquiries in a timely and professional manner. Perform other HR duties and projects as assigned. SKILLS & QUALIFICATIONS Required Competencies: Demonstrates strong judgment, discretion, and ability to maintain confidentiality. Excellent interpersonal skills and ability to communicate effectively with employees at all levels. Detail-oriented with strong organizational and time management skills. Proficient in Microsoft Office (Word, Excel, PowerPoint) and experience with HRIS platforms. Knowledge of general HR practices and employment laws; experience in employee relations and investigation processes preferred. EDUCATION & EXPERIENCE Associate degree in Human Resources, Business Administration, or related field and at least 3 years of progressive HR experienceOR High School Diploma (or GED equivalent) and 6 years of relevant Human Resources experience, including administrative and employee relations work. Competency To perform the job successfully, an individual should demonstrate the following competencies: Interpersonal Skills - Maintains confidentiality; Able to interact with a high volume of people; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things. Verbal Communication - Speaks clearly and persuasively in positive and negative situations; Listens and gets clarification; Responds effectively to questions. Written Communication - Writes clearly and informatively; Edits work for spelling, grammar and accuracy; Able to read and interpret written information. Problem Solving - Ability to design workable solutions to problems in a timely manner and within an ambiguous environment. Reasoning Ability - Apply common sense understanding to carry out instructions. Ability to deal with problems involving a few concrete variables in standardized situations. Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interest; Supports everyone's efforts to succeed. Diversity - Demonstrates knowledge of EEO policy; Shows respect and sensitivity for cultural differences; Promotes a harassment-free environment. Ethics - Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethically; Upholds organizational values. Quality - Completes work in timely manner; Works quickly and efficiently. Looks for and implements process improvements. Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently; Plans for additional resources; Sets goals and objectives; Organizes and schedules tasks; Develops realistic action plans. Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments. Adaptability - Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events. Attendance/Punctuality - Is consistently at work and on time; Ensures work responsibilities are covered when absent; Flexibility to work as required and when needed to address urgent issues. Dependability - Follows instructions, responds to management directions; Takes responsibility for own actions; Keeps commitments; Commits to reach goals; Completes tasks on time or notifies appropriate person with an alternate plan.

Advanced Call Center Technologies is seeking out energetic Supervisor to join our team. We are looking for passionate communicator's with excellent organizational skills, management experience, and the ability to drive results. In this role you will directly supervise 10-25 agents in a call center production environment. ACTs ideal leaders are problem solvers with good negotiation skills who are self-driven and motivated to meet company service and client goals. This position will require excellent communication, interpersonal skills, and the ability to coach and mentor a strong sales team to deliver best in class results for our clients. We offer: • Opportunities to advance within • Flexible schedules • Tremendous bonus opportunities • Fantastic Supervisors and a Positive environment • Employee Ownership Program - a company paid, long term benefit. Essential Duties and Responsibilities Monitors associates real-time productivity to achieve production and revenue goals. Coaches and develops associates to improve quality, performance and productivity. Develops and implements goals and action plans as needed. Addresses associate performance, conduct, and attendance issues by consistently applying company policies and practices for corrective counseling. Motivates and rewards associates using company and client incentive programs to drive results and maximize performance. Ensures associates adhere to company and client policies and standards. Tracks and reports the associates daily performance and productivity. Monitors and maintains work volume statistics. Monitors associate's calls to ensure employee is meeting demeanor, accuracy, and conformity to company and client policies. Takes escalated customer calls. Answers questions and recommends corrective services to address customer complaints. Assists in determining work procedures, prepares work schedules, and expedites workflow. Maintains the attendance records for associates using the timekeeping system. Reviews attendance daily and edits as necessary to ensure an accurate payroll is processed. Completes and presents associate's annual performance appraisals. Conducts job candidate interviews and makes hiring decisions with assistance from Recruiting. Minimum Qualifications Previous Experience Managing in a Call Center Environment High School diploma or GED Bilingual English/Spanish Must be able to successfully pass criminal background check Excellent communication skills MS office proficiency Join our Talent Network by texting ACTTODAY to 51893 ACT provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, ACT complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, and transfer, leaves of absence, compensation and training. ACT expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of ACT's employees to perform their job duties may result in discipline up to and including discharge.

Advanced Call Center Technologies Job Description Call Center Representative - Agent Reports To: Operations Supervisor Department: Operations FLSA Status: Non-exempt Summary: Customer Service Representatives use their excellent communication and interpersonal skills with customers.In this role you will receive inbound calls from consumers for assistance with billing inquiries, payments, credits, fraud alerts, internet and cell phone services, and mortgage servicing. Customer Service Representatives are problem solvers with good negotiation skills who are self-driven and motivated to meet individual service and sales goals. Essential Duties and Responsibilities: Responds promptly to customer needs; solicits customer feedback to improve service; responds to requests for service and assistance. Maintains confidentiality; listens to others without interrupting; keeps emotions under control; remains open to others' ideas and tries new things. Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds quickly and effectively to customer questions. Multi tasks to document while speaking with the consumer. Demonstrates accuracy and thoroughness; looks for ways to improve and promote quality; applies feedback to improve performance; monitors own work to ensure quality. Meets clients' specific quality standards. Meets productivity standards; completes work in timely manner; strives to increase productivity; works quickly. Promotes positive interactions with others through effective communication with customers and team members.This includes real-time interaction with leaders for coaching and feedback, verbal engagement with customers, and collaboration with team members and escalation departments.These interactions may be face-to-face as required by business needs. Regular, predictable, and reliable attendance is critical to success in this role. Follows instructions, responds to management direction; takes responsibility for own actions; keeps commitments; commits to long hours of work when necessary to reach goals; completes tasks on time or notifies appropriate person with an alternate plan. Other duties as requested by management Competency: To perform the job successfully, an individual should demonstrate the following competencies: Data Entry Accuracy - Good attention to detail and basic computer skills Communication Skills - Clear communication with employees and customers Background Check - Must be able to successfully pass a criminal background check Education and/or Experience: High School Diploma or GED required Previous call center experience or assisting customers preferred Computer Skills: To perform this job successfully, an individual must have knowledge of: Good typing skills Ability to navigate multiple computer screens and applications CB ACT provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, ACT complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training. ACT expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of ACT's employees to perform their job duties may result in discipline up to and including discharge.

Job Summary The Systems Administrator assists with the administration of the entire server infrastructure at all company data centers, call centers and co-location facilities. Core areas of job responsibilities include: Microsoft Hyper-V administration, Microsoft Windows 2012 R2/Windows 2016 administration, NetApp Storage administration, Microsoft Exchange administration and Veeam/Backup Exec Administration. The successful candidate will be highly motivated and be willing to take ownership of any task/project and see it to compellation. Duties and Responsibilities Domain Administration Assist with updating the Windows Server Operating System, including server upgrades, migrations, builds and other changes, and administration duties. Assist in maintaining Windows security with updates as necessary to group policies and permissions, in addition to updating configuration settings for DNS, DHCP, SMTP and IIS. Support and maintain the Windows Active Directory, troubleshoot complex issues, and assist with any challenges that arise with maintaining SSO capabilities with ADFS. Coordinate and collaborate with other IT areas to ensure availability and scalability of company servers to meet business requirements. Administer backup and disaster recovery solutions for systems. Administer and monitor web content filtering. Develop, update and audit server documentation. Respond to server and service emergencies during and after work hours. Email Administration Support the day-to-day operations of the Microsoft Exchange environment to include proper system functioning. Monitor the flow and delivery of messaging traffic. Assist in the monitoring of day-to-day operations of Proofpoint email security. Troubleshoot mail delivery-related challenges as they arise across the platforms. Hyper-V Configure and maintain Hyper-V server environment Document environmental details accurately. Provide Hyper-V administration, support, and troubleshooting, including provisioning, reporting, monitoring and performing maintenance of virtual machines enterprise-wide. Optimize the environment to ensure maximum system performance and reliability. Assist in configuring applications for use in the Hyper-V environment. Storage Administration Configure and maintain NetApp iSCSI storage arrays. Document environmental details accurately. Configure LUNs in various storage arrays; maps LUNs to guest hosts. Assist in presenting storage to Hyper-V physical hosts or other physical hosts via iSCSI. General Support Delegate resolution of help tickets derived from support desk. Support design efforts of all infrastructure implementation and migrations. Act as point of contact between support portal teams for server issues. Assist in providing the highest level of technical support for the entire enterprise. Perform other related duties as assigned to meet the needs of the business. Required Qualifications 5+ years of experience with designing, implementing, monitoring and maintaining a Microsoft Windows server based environment. Preferred Knowledge, Skills, and Abilities Knowledge of Microsoft Server operating systems. Knowledge of NetApp storage disk pools and expanding storage in various guest operating systems. Knowledge of HP ProLiant servers. Knowledge of tape and disk-based backup technologies (Veeam/Backup Exec). Knowledge of server security and compliance requirements. Knowledge of scripting languages (PowerShell). Some knowledge of telecommunications systems (VoIP). Skill in creating detailed-driven documentation (e.g., server environments, storage arrays, security reports). Skill and ability to clearly and concisely communicate verbally and in writing, including with non-technical audiences. Skills in managing multiple short-term & long-term projects simultaneously. Skill in self-directing job tasks, projects, and managing time accordingly. Skill in training other associates in a positive, knowledge-sharing manner.