First Call Resolution Introduces Manager Trainee Program

ROSEBURG, OR – September 29, 2011

First Call Resolution, a premier provider of outsourced live agent contact center and businesses process solutions to the prepaid, wireless, telecom, internet, health care, medical, merchant services, financial, travel, high tech, transportation, insurance and consumer products industries, announced today their newest initiative to create an industry leading management team called the Manager Trainee Program.

The Manager Training Program offers the opportunity to build a career in Call Center Operations and Client Relations. The program focuses on training, hands-on experience, and job shadowing to give you experience in all aspects of Call Center Operations.  The goal is to build upon a foundation of good problem solving, communication skills and leadership aptitude.

The short term goal of our Manager Trainee Program is to quickly provide each potential manager the training and experience needed to become a Program Manager   Program Managers have responsibility for all aspects of a Client’s Program, including team leadership, operations, and client relations. As they grow with the company, our goal is for them to become a Call Center Manager or move into other executive positions as dictated by skill sets.

The first step toward becoming a Program Manager is to understand the role of Call Center Agent.  The first 3 months of our training program involves taking phone calls from customers to understand the ground-floor (and most important part) of our business.

During the next 3 to 6 months, each trainee will have the opportunity to experience and work in all aspects of our outsourcing operations including: coaching and mentoring Agents, scheduling and forecasting, floor management, client meetings, and strategic planning.

“Our objective is to prepare you to take responsibility for a program or group of programs as we grow”, said Katheryn Carnahan, VP of Operations.  “FCR is growing between 20% to 30% a year and we are looking for energetic leaders to join us in this growth.”

Continued Ms. Carnahan, “FCR always has been and always will be invested in helping to build and strengthen our local communities and economies. One way we believe we can do this is by providing opportunities for some of those so called “lost generation” individuals who hold college degrees yet find themselves holding down jobs with no future. We want to help them utilize their unique skill sets as well as educational background by providing the training and opportunity for growth that is currently missing in our local communities.”

To Apply

There are two steps to applying for this program:

  1. Apply on-line at www.1callres.com/apply/
  2. Email a letter outlining your interest and a current resume to: hr@1callres.com.  Please put: “Program Manager Trainee Program” in the subject line.

Questions may be directed to Marybeth Spence at  hr@1callres.com

About First Call Resolution

First Call Resolution is building a new class of high-quality, domestic-based contact center and business process outsourcing solutions. Focused on building creative outsourcing programs, First Call provides a wide range of inbound and outbound solutions and brings true “partnership” thinking to clients and our people. Our values are our guide. We believe if we do the right thing for our clients and our employees we will, in the long term, be more prosperous.

Headquartered in Roseburg, Oregon, First Call Resolution provides a wide range of boutique, domestic-based outsourced contact center, business process and social networking support solutions to most industries. Supporting over 50 clients with more than 500 employees, FCR maintains 3 contact centers in southern Oregon: Roseburg, Coos Bay and Grants Pass.