Department Overview: About Torcom Torcom is a call center / answering service located on the west side of Madison near Vitense Golfland. We have been providing an array of phone answering and customer service solutions for businesses nationwide for over three decades. Anticipated Start Date 4/1/26 Anticipated Hours Per Week 25 Schedule: We are currently seeking telephone operators for the shifts listed below. Part-time opportunities are available. Earn an additional $2/hour for weekend shifts. A minimum of 20 hours per week is required. Shifts Available: Weekdays: Flexible scheduling between 2:00 PM – 11:00 PM Weekends: Part-time shifts available between 6:00 AM – Midnight Salary/Wage Range: Hourly $15.00 to $17.00 Number Of Positions 5 Position Summary/Job Duties: What does a Telephone Answering Service Operator do? Telephone Answering Service Operators handle inbound calls on behalf of our clients, answer frequently asked questions, and accurately dispatch messages. Your voice is often the first impression callers have of our clients’ businesses. Think of this role as serving as a virtual receptionist for multiple organizations. Benefits - Health insurance - Vacation time - Simple IRA Plan (available to most employees after the first year) Location: West side of Madison Qualifications: Requirements: - Availability to work at least two weekends per month - Friendly, professional phone voice - Strong verbal and written communication skills - Excellent spelling and grammar - Strong typing skills and general computer proficiency - Availability to work remotely after training Application Instructions: ***Must live in Wisconsin*** Do not email us your resume . For consideration, call 276-4130 and follow the voice prompts to leave a message. When leaving your message, keep in mind that a friendly phone voice is one of the job requirements! We will give you a call back. Contact: Org: Torcom Contact: Hope Paulson Web: www.torcom.com Email: hope@torcom.com

Call Center Manager/Director Location: Remote (US-based) Reports to: VP of Customer Success Job Summary: We are seeking an experienced and dynamic Call Center Manager/Director to oversee the daily operations of our 24/7 remote call center. This leader will manage all aspects of the call center, ensuring agents meet performance standards, optimizing billable capacity, improving answer times, and driving key metrics. The ideal candidate will have at least 3 years of experience running a call center independently and will be capable of handling operational, customer-facing, and de-escalation responsibilities. This position requires expertise in data analysis, scheduling, budgeting, churn mitigation, and meeting industry standards. Bilingual candidates are a plus. Key Responsibilities: - Operational Leadership: - Oversee the 24/7 remote call center, maintaining service levels, agent performance, and customer satisfaction. - Develop processes to meet industry standards for metrics such as handle time, first call resolution, and answer speed. - Represent the company in customer meetings and calls, providing professional and timely responses. - Data Analysis & Performance Optimization: - Analyze and leverage data to improve key metrics, such as answer times, abandoned call rates, and billable minutes. - Develop and track KPIs, implementing actionable steps to meet goals. - Team Management & Development: - Recruit, train, and manage remote agents, ensuring adherence to performance and company standards. - Provide ongoing coaching and development to foster a culture of dependability and accountability. - Scheduling & Workforce Management: - Create and manage schedules for remote agents, ensuring adequate staffing 24/7. - Use workforce management tools (e.g., Erlang) to predict call volume and adjust schedules as needed. - Budget & Financial Management: - Manage the call center budget, including payroll and resource allocation. - Monitor financial metrics to maintain profitability and reduce costs. - Customer Engagement & Retention: - Engage directly with customers to resolve escalations, using proven de-escalation strategies. - Develop and implement churn mitigation and retention strategies to maintain customer relationships. - Participate in customer meetings as needed, representing the company professionally. - Compliance & Quality Control: - Ensure compliance with regulations and company policies. - Implement and monitor quality assurance processes. - Reporting & Communication: - Report regularly to senior management on key metrics, budgets, and challenges. - Collaborate with other departments to align business objectives. - Process Improvement: - Lead initiatives for continuous improvement, driving process changes that enhance service quality and agent productivity. Key Qualifications: - Experience: - 3+ years in a Call Center Manager/Director role, particularly in a 24/7 environment. - Proven experience running a call center independently from startup or high-growth environments. - Demonstrated success in meeting performance metrics in areas such as answer times and billable capacity. - Experience in churn mitigation and customer retention strategies. - Skills: - Expertise in scheduling and workforce management in a 24/7 operation. - Strong data analysis skills for optimizing performance. - Experience with budget and payroll management. - Proven experience in de-escalation strategies and managing customer relationships. - Ability to manage remote teams and enforce accountability. - Excellent written and verbal communication skills, customer-facing professionalism required. - Bilingual (preferred). - Technical Skills: - Proficiency in call center software (e.g., 8x8, LawRuler) and workforce management tools (e.g., Erlang). - Advanced Excel skills and familiarity with data analytics platforms. - Experience with CRM systems and quality assurance platforms. Tech Requirements: - Reliable high-speed internet with a backup for connection drops. - A computer with a minimum of 16GB RAM and 512 GB storage (no Chromebooks). - A quiet workspace free from distractions. - USB-plugged headset (no Bluetooth or AirPods), mouse, and dual screens. - Active and up-to-date malware/anti-virus software. Additional Information: - Must reside in the United States and be eligible to work in the US. - Contingent on a clear background check. - Compensation: Base salary plus performance-based bonus. - Schedule: M-F with availability on weekends as needed. Flexibility in schedules is mandatory. - Customer-facing role with professional communication required for customer meetings and escalations.

Job Description: Join our team as a PART TIME Call Center Agent, where you'll play a crucial role as the primary point of contact for customers across multiple industries, including law firms. Your responsibilities will include handling inbound and outbound calls, managing legal contracts, ensuring compliance, and providing exceptional customer service. Responsibilities: - Customer Support Excellence: Serve as a liaison for customers, handling inquiries, resolving issues, and delivering top-notch service standards. - Contract Closing Expertise: Manage legal contract finalization, ensuring accuracy and compliance with legal guidelines. - Compliance Assurance: Ensure adherence to regulatory standards and company policies. - Cross-Functional Collaboration: Collaborate with legal and compliance teams to escalate issues and obtain approvals. - Industry Knowledge: Acquire comprehensive knowledge across various sectors to effectively address customer inquiries. - Communication Mastery: Utilize excellent verbal and written communication skills to interact with customers. - Problem-Solving: Analyze issues, troubleshoot problems, and provide efficient solutions. - Product/Service Expertise: Stay updated on industry trends and company services to assist customers effectively. - Adaptability/Flexibility: Adapt to different industry protocols and procedures seamlessly. Qualifications: - Customer Service Experience: Minimum 1 year in a customer-facing role, preferably in a Call Center or Intake Department. - Legal Intake Experience: Minimum 1 year in a Law Firm handling direct phone contact or intake coordination (PREFERRED) - Versatility: Ability to multitask and thrive in a fast-paced environment. - Communication Skills: Excellent verbal and written communication in English and Spanish. - Adaptability: Quick learner with the capability to adapt to changing procedures and software. - Problem-Solving Skills: Strong analytical and problem-solving abilities. - Residency: Must reside in the United States. Why Join Us: - Diverse Exposure: Engage with customers from various industries, broadening your skillset. - Career Development: Ongoing training and growth opportunities. - Team Environment: Collaborative workspace fostering innovation and mutual support. Compensation and Benefits: - Wages: Starting at $12/hr base, with performance-based incentives and bonuses. - Training: $11/hr during the 2-week training period. - Shift Differentials: Additional pay for evening, night, and weekend shifts. - Contract Signing Bonus: $2.50 bonus per successfully signed contract, with monthly payouts. - Billable Capacity Bonus: Earn up to an additional $2.00/hr based on performance metrics. - Additional Incentives: Including customer satisfaction and attendance bonuses. - Earning Potential: Top-performing agents can earn between $35,000 and $47,000 annually. Begin your journey with us, delivering exceptional customer service across diverse industries while advancing your career in a dynamic and supportive environment. This is a contract position with potential for advancement. Apply now to join our team!

Telephone Screener Job Title: Telephone Screener Location: Remote with occasional in-person meetings; candidates must reside in the New England area (preferably MA, RI, NH) Position Type: Full-Time Summary of position: The Baker Center for Children and Families (also known as Judge Baker Children's Center), promotes the best possible mental health of children and families through the integration of research, intervention, training, and policy. The Massachusetts Child Abuse Emergency Line (Emergency Line), operated by The Baker Center for Children and Families (The Baker Center), on behalf of the Massachusetts Department of Children and Families (DCF), is a statewide emergency response system dedicated to ensuring the safety and protection of children from abuse and neglect across the Commonwealth. Available 24 hours a day, 7 days a week, and 365 days a year, the Emergency Line provides critical services, responding to more than 70,000 calls each year. Emergency Telephone Screeners work closely and collaboratively with supervisors on shift to evaluate the urgency of each call, elicit critical information, and initiate an emergency response when children are at risk of abuse or neglect. Telephone Screeners engage with callers to collect detailed information, thoroughly and accurately document information through comprehensive written reports in the electronic case management system and collaborate with team members to review and assess the gathered information. Based on these assessments, Telephone Screeners make informed clinical screening decisions. A Bachelor’s degree in human services, social work or related field, is required. Candidates must reside in the New England area (MA, RI, NH). Telephone Screeners work evenings, overnights, weekends, and holidays, when DCF is closed. This is considered an “essential employee” position may require work during weather-related and other local, regional or statewide emergencies. What’s in it for me? - The opportunity to protect children’s lives throughout Massachusetts, working in a supportive and collaborative work environment with other enthusiastic, talented, hard-working individuals! - Continuous training and individual supervision with a Licensed Social Worker (LSWA, LCSW, LICSW) or Licensed Mental Health Counselor (LMHC) - Complete an intensive comprehensive 6-week training program, followed by monthly workshops on a variety of topics related to Emergency Line work. Essential duties: - Ability to work five 8-hour shifts per week staggered between 4:00pm to 9:30am weekdays; staggered shifts throughout the weekend, and one overnight shift per week. - Engages with callers to gather the facts and elicit information needed to complete reports and memos. - Completes detailed, accurate, and thorough case reports, internal logs, and memoranda. Documents information thoroughly and accurately in the case management system. - Review and assess information gathered with supervisors to make an informed decision. - Exhibits a thorough understanding of the terms and policies related to screening as outlined in the DCF Protective Intake Policy and ability to critically apply policies to screening decisions. - Exhibits a thorough understanding of the terms and requirements included in the MA DCF Missing or Absent Child Policy. - Ensures confidentiality and a high level of customer service in all interactions. Maintains a professional and non-judgmental demeanor. - Facilitates DCF interventions and coordinate DCF requests. - Work requires close visual acuity. Qualifications Education: - Bachelor’s Degree in Human Services, Social Work or in a relevant field is required. Experience: - Experience working or volunteering with children and/or families. - Demonstrates interest in the welfare of children and families. - General understanding of DCF’s mission, vision, priority objectives, priority population, and familiarity with relevant DCF policies and procedures is preferred. Training: - Proficiency with Microsoft Office, specifically Word is required. - Proficiency toggling between multiple technological programs is required. - Excellent customer service and writing skills required. (Cover letter, and a recent resume required for consideration.) Logistics License/Certification: N/A Salary: $24.00 per hour Open Date: Open Until Filled Benefits We offer Medical (Blue Cross/Blue Shield), Dental and Vision options; 50% discount on monthly MBTA passes, immediate enrollment into retirement, with company contribution (4%) and match up to (4%) after 2 years of employment. We offer opportunities to get involved in various department/organization improvement committees and activities. For a full list of benefits please visit our website at bakercenter.org/benefits We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, gender identity, sexual orientation, pregnancy and pregnancy-related conditions or any other characteristic protected by law.