Customer relationships as a profession is clearly part of The Acticall Group's Proactive Employment and Career Management (GPEC) policy. Increased expertise in customer services has promoted the development of business-specific skills and new job profiles.
Forget the age-old "telemarketing" image. The time has now come to promote new remote customer relationship careers. These include three main domains:
Discover the careers available at TheActicall Group, (watch the Acticall Group video).
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Production Team 
• Head of Operations: Responsible for production ratios and customer satisfaction. Maintains and increases revenues and gross profit in line with company procedures and certifications in order to reinforce the center's level of activity. Manages the operations of the clients he oversees and acts as a preferred direct contact with the client regarding production issues.
• Platform Manager: the operational manager and supervisor of a production unit, possibly combining several activities. Manages a team of supervisors, and acts as an intermediary between producers and the clients. Guarantees the production unit's development in line with procedures defined by the company and client QAP
• Supervisor: Manages a team of advisors and ensures seamless production, quality of service and productivity, all in agreement with procedures defined by the company.
• Flow Manager: Follows real-time flow indicators, manages flows and redirects them to advisors according to the goals set by the Platform Manager so as to optimize the team's efficiency. Controls production using CRM tools. Manages the information and leadership teams.
• Senior Advisor: Manages and handles remote customer expectations, providing the adequate service. To do so, implements all methods and procedures defined by the company. With advanced expertise, assists and trains new advisors in tasks and procedures.
• Advisor: Manages and handles remote customer expectations, providing the adequate service. To do so, implements all methods and procedures defined by the company. Main tasks include handling remote customer relationships, selling products and services or telephone support in the use of equipment... In addition to communication skills, the main qualities required are computer knowledge, knowledge of business-specific applications, and of course expertise in telephone communication techniques and basic remote customer relationhips skills.
Ancillary Services:
Human Resources
• Human Resources Manager: Operating under the functional responsibility of the Human Resources Director, guarantees proper implementation of social rules and manages HR. Implements the Human Resources policy in accordance with the agreements and certifications that apply and works closely with the Quality and Training Manager on training requirements. Responsible for maintaining and developing the skills of the center's staff.
• HR Manager Assistant: Assists the Human Resources Manager for administrative staff management. Updates the administrative flow and staff-compliance data as to company rules and procedures and transmits information to the relevant administration or organization.
• Administrative Assistant: Handles preparatory tasks and manages payrolls, in line with company agreements and procedures.
• Recruitment Manager: Recruits candidates with the skills required to meet specific company and/or business-specific needs. By doing so, ensures seamless workflow and provides the means to handle increased workloads.
Quality and Training
• Training Quality Manager: Under the functional responsibility of the Group Quality Manager, organizes and implements the center's training and quality policy, in line with current procedures and certifications as well as client quality requirements. Contributes to sustaining and developing skills and reaching client-defined objectives as well as those set by the Group.
• Instructor: Prepares and conducts training in accordance with client and company expectations. Sees to proper inclusion of new employees and helps develop production team skills, thus working at sustaining and developing knowledge and skills within the center. Contributes to implementing the Quality Policy.
• Quality Training Method Coordinator: Ensures proper implementation of procedures and assists the Training Quality Manager in defining and implementing Quality and Training processes, in compliance with current company certifications and client quality requirements. Aims at improving quality indicators and enhancing production team skills. Acts as the client's direct contact for processes and methods.
Planning and Statistics
• Planning and Statistics Manager: Guarantees production team planning and scheduling, in compliance with legal requirements, company certification agreements and business-specific requirements. Works at optimizing production and meeting HR requirements.
• Planning and Statistics Assistant: Handles the center's planning and aims at optimizing the amount of available resources. Matches resources to client needs and publishes statistics.
The Information Systems Management supports these services on two levels:
• for IT development: internal applications, production services, outbound call follow-up, Health and Electronic Banking specific applications, statistics calculation and monitoring
• IT operations :telephony, networks and systems, support and help desk services
