Most companies say employees are Number One. We really mean it. Let’s start with what’s in it for YOU. Why choose RDI?

• We ENCOURAGE your health and wellness, both physical and mental! Stop by our onsite Fitness Center for a FREE Personal Training Session, take advantage of our corporate gym membership discounts, and participate in our hundreds of onsite and virtual RDI company events each year!
• We CELEBRATE you. Join any of our Affinity Groups including Young Professionals Network, Woman Nation, Black Professionals Network, PRIDE, Hispanics Unidos, and more! EMBRACE DIVERSITY.
• We want you to become our next LEADER. Take advantage of RDI- University Online Courses, tuition discounts, Supervisor Boot Camp Training, and a hands on approach to developing YOU to be the best you possible!
• And of course we offer all the necessities: Competitive pay, Medical, Dental, and Vision Insurance; 401k with company match; Company Paid Holidays and PTO, and SO much more!
• We care about our communities and we have integrity. We support 20+ community charities through volunteer efforts and donations. We’ve also been voted as Best Places to Work, Business of the Year, just to name a few.
• Here at RDI, you’ll Earn Well. Learn Well. Live Well. Dream Well. And #leaveitbetter

Who are we and what do we do here at RDI? A lot. 

• Founded in 1978 and headquartered in Cincinnati, OH, we’re Family-Owned with more than 3,500 employees across the nation.
• Mainly, we provide Call Center services on behalf of industries ranging from Insurance, Medical Devices, Retail, Financial Services and Banking, Outdoor/Recreational, Cable/Radio, and many more!
• In addition to our Contact Center Solutions, we also offer Market Research, IT Support, Marketing and Digital Consultation (and you guessed it, WAY MORE!) to Fortune 500 Companies!

Here’s what you’ll do as a Call Center Customer Service Representative at RDI Corporation:

• Act as the go to person for our customers by providing information regarding customer’s products and services, answering questions, and resolving any customer inquiries or concerns via phone, email, and/or chat
• Receive inbound calls or make outbound calls; identify and assess customers’ needs to exceed customer satisfaction at first point of contact
• Meet personal/customer service targets, KPIs, and call handling quotas based off program specifics
• Utilize computer and business software programs such as email, internet, chat tools, and CRMs to track customer interactions and notes

What you already have to be an awesome Call Center Customer Service Representative:

• A passion for talking on the phone. It's the core of our industry.
• Customer Service or Call Center experience and ability to ensure customer satisfaction in each interaction.
• Smile and Dial: Positive attitude, professional communication skills and a desire to go above and beyond.
• You'll be helping our customers via phone, email, and chat so you should be pretty good at multitasking.
• Must attend all scheduled training, 100% attendance is a must.
• Strong people skills — you are friendly, empathetic, and a good listener.
• Tech-savvy. You’ll need know how to comfortably and simultaneously toggle between multiple computer systems including Microsoft Office Suite and client CRM systems.

Most companies say employees are Number One. We really mean it. Let’s start with what’s in it for YOU. Why choose RDI?

• We ENCOURAGE your health and wellness, both physical and mental! Stop by our onsite Fitness Center for a FREE Personal Training Session, take advantage of our corporate gym membership discounts, and participate in our hundreds of onsite and virtual RDI company events each year!
• We CELEBRATE you. Join any of our Affinity Groups including Young Professionals Network, Woman Nation, Black Professionals Network, PRIDE, Hispanics Unidos, and more! EMBRACE DIVERSITY.
• We want you to become our next LEADER. Take advantage of RDI- University Online Courses, tuition discounts, Supervisor Boot Camp Training, and a hands on approach to developing YOU to be the best you possible!
• And of course we offer all the necessities: Competitive pay, Medical, Dental, and Vision Insurance; 401k with company match; Company Paid Holidays and PTO, and SO much more!
• We care about our communities and we have integrity. We support 20+ community charities through volunteer efforts and donations. We’ve also been voted as Best Places to Work, Business of the Year, just to name a few.
• Here at RDI, you’ll Earn Well. Learn Well. Live Well. Dream Well. And #leaveitbetter

Who are we and what do we do here at RDI? A lot. 

• Founded in 1978 and headquartered in Cincinnati, OH, we’re Family-Owned with more than 3,500 employees across the nation.
• Mainly, we provide Call Center services on behalf of industries ranging from Insurance, Medical Devices, Retail, Financial Services and Banking, Outdoor/Recreational, Cable/Radio, and many more!
• In addition to our Contact Center Solutions, we also offer Market Research, IT Support, Marketing and Digital Consultation (and you guessed it, WAY MORE!) to Fortune 500 Companies!

Here’s what you’ll do as a Call Center Customer Service Representative at RDI Corporation:

• Act as the go to person for our customers by providing information regarding customer’s products and services, answering questions, and resolving any customer inquiries or concerns via phone, email, and/or chat
• Receive inbound calls or make outbound calls; identify and assess customers’ needs to exceed customer satisfaction at first point of contact
• Meet personal/customer service targets, KPIs, and call handling quotas based off program specifics
• Utilize computer and business software programs such as email, internet, chat tools, and CRMs to track customer interactions and notes

What you already have to be an awesome Call Center Customer Service Representative:

• A passion for talking on the phone. It's the core of our industry.
• Customer Service or Call Center experience and ability to ensure customer satisfaction in each interaction.
• Smile and Dial: Positive attitude, professional communication skills and a desire to go above and beyond.
• You'll be helping our customers via phone, email, and chat so you should be pretty good at multitasking.
• Must attend all scheduled training, 100% attendance is a must.
• Strong people skills — you are friendly, empathetic, and a good listener.
• Tech-savvy. You’ll need know how to comfortably and simultaneously toggle between multiple computer systems including Microsoft Office Suite and client CRM systems.

RDI is growing, and we need you to win. The Call Center Learning & Development Trainer is responsible for assisting in the development, implementation and assessment of on-site training programs. Furthermore, this position is responsible for planning and organizing the activities that support our organizational training initiatives. They will be required to plan, direct and coordinate initiatives to drive internal employee training and development. The Call Center L&D Trainer will work closely with all lines of the business to produce successful employee training offerings, acting as an internal consultant to our SME’s, Site Director and upper management within virtual and on site environments.

What you’ll do as Call Center Learning & Development Trainer:

• Assist with the implementation and facilitation of ONSITE training programs
• Instruct classes of 20+ trainees with attention to learner comprehension and commanding a successful learning environment
• Provide training updates and ensure updates are communicated throughout the organization.
• Maintain and communicate training delivery forecasts that meet the needs of the clients, while maximizing resources
• Promote /advertise training opportunities to employees and managers; map out training plans and schedules
• Partner with Operations leadership to identify company-wide training needs/plans to proactively develop and administer to employees
• Review Quality Assurance line items, performance results, and client feedback to develop supplemental training, as well as improve existing training materials
• Work with Ops to assess training effectiveness and determine the impact of training on employee skills and KPI’s
• Assist in the planning, development and deployment of internal training initiatives
• Maintain a keen understanding of virtual training trends, developments and best practices
• Provide leadership through effective communication, motivation, coaching, innovation and goal setting

Here’s what you’ll already have to be a Call Center Learning & Development Trainer:

• 2+ years of experience as a Trainer, preferably in a call center environment
• Working knowledge of adult learning styles and ability to shift training presentation to suit all learning styles
• Intermediate to advanced Microsoft Office Suite skills; PowerPoint experience a must; Zoom Meeting experience required
• Experience with Instructional Design highly desirable
• High School diploma or equivalent required; Bachelor’s Degree in related field strongly preferred
• Up-beat and lively personality, as well as professional demeanor and appearance
• Must possess excellent leadership, presentation and motivational skills, as well as a strong background in team building and communication
• Must be able to complete assigned tasks with minimal supervision
• Must be self-motivated and capable of identifying needs for their team
• Thick skin and ability to welcome constructive criticism required
• Consistent and timely attendance absolutely necessary, with ability to work a flexible schedule and travel as needed

Position Summary

The Workforce Real-Time Analyst position is responsible for the performance and administration of workforce responsibilities of the assigned site and/or sites. This includes auditing and updating the workforce reporting, optimizing schedules, making schedule adjustments and being the real-time workforce management contact for the site.

Collaborate and communicate regularly with Operations and all Workforce Management team members.

Responsibilities:

• Monitor contact center call volume and agent activities real-time. Recommend staffing adjustments applicable to real-time performance.
• Optimize schedules and ensure there is adequate coverage for each interval.
• Organize required training schedules with Operations.
• Review and recommend staffing adjustments with Operations.
• Ensure staffing recommendations are executed and track and communicate progress.
• Report historical performance metrics to Operations and Senior Leaders.
• Identify trends or opportunities to maximize performance.
• Assures that policies and procedures are communicated and followed.
• Works all required scheduled shifts which could include Weekends.
• Complete items in Workforce Management Email Inbox (Schedule Updates, PTO Requests, Attendance Updates, etc…)
• Perform other duties as assigned.

Qualifications:

• High School Diploma or equivalent.
• At least 2 years of experience in the call center industry or relevant background.
• Must possess phone, computer, and communication (written/oral) skills.
• Preferred experience with Interactive Intelligence and/or NICE IEX.
• Excellent verbal and written communication skills.
• Excellent organization and project management skills.
• Ability to multi-task and be flexible.
• Ability to work flexible hours, overtime and weekends.
• Exceptional analytical skills.
• Strong interpersonal and communication skills.
• Experience with Microsoft Office (Word, Excel, etc.) and Outlook required.
• Ability to balance multiple assignments in an agile and fast-paced environment