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Trends: Articles
CALL CENTER POSITIONS AVAILABLE!!!
The call center industry is a major employer in New
Mexico with over 13,000 employees. There are about 25
major centers, concentrated in the Albuquerque-Rio
Rancho area, but found across the state in such
communities as Alamogordo, Carlsbad, Espanola, Las
Vegas, Moriarty, and Taos, (See list below) Sizes range
from a few dozen to more than a 1000 workers.
Type of Work Almost all the centers are termed
"inbound", which means they provide customer service,
order taking and technical support to incoming callers.
These calls are answered by customer service
representatives (CSRs), the entry level position in the
industry. Since many companies operate extended hours or
around the clock, there are shift and part time
positions available. The work is fast paced with
emphasis on strict time schedules and multitasking.
Staffing levels are constantly adjusted based on call
volume and business decisions.
Education and Skill Requirements A high school diploma
or GED is usually required. Some centers will employ
well qualified high school students. A company entrance
test measuring typing, listening, reading or reasoning
abilities is sometimes given. Useful skills are good
listening, reading and speaking abilities; willingness
to help; and being able to act calmly in stressful
situations.
Training All centers provide entry level training in
customer service operations and relevant specific client
procedures. Albuquerque Technical Vocational Institute
and Highlands-Rio Rancho offer related customer service
courses, but those are not required to apply for a job.
Pay and Benefits Entry workers start at
$7.50-$10.00/hour with most companies in the
Albuquerque-Rio Rancho paying $9.25 to begin. There is
an added hourly differential for being bilingual and for
working night shifts and holidays. Most companies
typically offer medical insurance, vacation and sick
leave and educational payback to full time workers. Some
provide retirement plans, stock options and company
related product discounts. Part time workers sometimes
qualify for benefits.
Career Ladder A customer service representative may
advance to senior or senior/coach rep, and then to
scheduler or trainer, supervisor and finally manager.
Employment Outlook Call center employment prospects
remain good in New Mexico as state and local developers
actively recruit and offer incentives to new centers.
There are currently 250 openings a month in the
Albuquerque-Rio Rancho area alone for beginning CSRs.
With over 100,000 centers nationwide, the industry
continues as a major source of employment in the United
States despite some outsourcing to foreign countries and
increased use of the internet.
Major Centers
Alamogordo
1-800 Flowers
Roper Opinion
Albuquerque-Rio Rancho
America Online
Cardinal Health
Citicorp
Client Logic
JC Penny Catalog
Social Security Administration
Southwest Airlines Reservations
Sprint PCS
Victoria’s Secret Catalog
Carlsbad
The Connection
Valor
Las Vegas
The Connection
Moriarty
The Connection
Taos
ACT Industries |
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