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Fcr Jobs (NOW HIRING)

ShyftOff

Operations Manager

Tampa, FL

AHT, ASA, FCR, CSAT, NPS, occupancy, schedule adherence, shrinkage, forecast accuracy, and SLA compliance. What success looks like in the first 3 months: * Staffing accuracy and agent pool health ...

ShyftOff

Operations Manager

Tampa, FL · On-site

AHT, ASA, FCR, CSAT, NPS, occupancy, schedule adherence, shrinkage, forecast accuracy, and SLA compliance. What success looks like in the first 3 months: * Staffing accuracy and agent pool health ...

FAVARH

SVP, Chief Audit Executive

Hartford, CT

Lead Voya's enterprise-wide Internal Audit and FCR functions , delivering coordinated, risk-based assurance across financial, operational, and regulatory domains * Oversee the design, execution, and ...

FAVARH

SVP, Chief Audit Executive

New York, NY

Lead Voya's enterprise-wide Internal Audit and FCR functions , delivering coordinated, risk-based assurance across financial, operational, and regulatory domains * Oversee the design, execution, and ...

FAVARH

SVP, Chief Audit Executive

Boston, MA · On-site

Lead Voya's enterprise-wide Internal Audit and FCR functions , delivering coordinated, risk-based assurance across financial, operational, and regulatory domains * Oversee the design, execution, and ...

FAVARH

SVP, Chief Audit Executive

Atlanta, GA · On-site

Lead Voya's enterprise-wide Internal Audit and FCR functions , delivering coordinated, risk-based assurance across financial, operational, and regulatory domains * Oversee the design, execution, and ...

F.C.R. Facilities Maintenance

Be Seen First

Preventative Maintenance Technician

Pearland, TX · On-site

$20 - $25/hr

Facilities Maintenance is Locally owned business with over 10 years of experience, FCR Facilities Maintenance offers commercial and industrial building maintenance programs at a full range of ...

New

Goosehead

Manager - Service

Orlando, FL · On-site

Ensure accountability against key service KPIs (SLA, NPS, FCR, CSAT). * Conduct structured coaching sessions that drive performance behaviors. * Deliver weekly 1:1s focused on development, growth ...

F.C.R. Facilities Maintenance

Be Seen First

Preventative Maintenance Technician

Pearland, TX · On-site

$20 - $25/hr

Facilities Maintenance is Locally owned business with over 10 years of experience, FCR Facilities Maintenance offers commercial and industrial building maintenance programs at a full range of ...

New

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Fcr information

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How much do fcr jobs pay per hour?

As of Aug 6, 2026, the average hourly pay for fcr in the United States is $23.57, according to ZipRecruiter salary data. Most workers in this role earn between $19.95 and $25.00 per hour, depending on experience, location, and employer.

How does an FCR (First Call Resolution) specialist collaborate with other departments to resolve customer issues?

FCR Specialists often work closely with departments such as technical support, billing, and product teams to address customer concerns quickly and effectively. When a customer presents a complex issue, the FCR Specialist may coordinate with these teams to gather information or escalate cases as needed, ensuring a smooth and timely resolution. This collaboration requires strong communication skills and a proactive approach to problem-solving, as well as a thorough understanding of internal processes. Being effective in this role often means building strong working relationships and staying updated on the latest product or policy changes.

What skills and qualifications are needed to thrive as an FCR (First Call Resolution) specialist?

To thrive as a First Call Resolution (FCR) specialist, you need strong problem-solving abilities, in-depth product or service knowledge, and typically a high school diploma or equivalent. Familiarity with customer relationship management (CRM) systems, call center software, and ticketing platforms is essential. Excellent communication, active listening, and patience are vital soft skills for addressing customer concerns efficiently. These capabilities ensure customer satisfaction and loyalty by resolving issues promptly and effectively on the first contact.

What is the difference between Fcr vs Customer Service Representative?

AspectFcrCustomer Service Representative
Required CredentialsHigh school diploma or equivalent; industry-specific certificationsHigh school diploma or equivalent; customer service training often preferred
Work EnvironmentCall centers, technical support, or client service settingsCall centers, retail, or office environments
Employer & Industry UsageTelecommunications, IT, or service industriesRetail, telecom, banking, and service sectors
Common Search & Comparison IntentUnderstanding role differences, responsibilities, and skillsCustomer interaction, problem-solving, and communication skills

Fcr and Customer Service Representative roles often overlap in customer support environments. Fcr typically focuses on technical or specialized support, requiring specific certifications, while Customer Service Representatives handle general customer inquiries. Both roles are vital in service industries, but Fcr positions often demand more technical knowledge and certifications.

What is an FCR?

FCR stands for 'First Call Resolution,' which is a key performance metric used primarily in customer service and call centers. It refers to the ability to resolve a customer's issue, question, or request during their first contact with a representative, without the need for follow-ups. Achieving high FCR rates is important as it leads to increased customer satisfaction, reduced operational costs, and improved efficiency. FCR can also refer to a job title, such as a First Contact Resolution Specialist, whose primary responsibility is to address and resolve customer concerns promptly and effectively.
More about Fcr jobs
What cities are hiring for Fcr jobs? Cities with the most Fcr job openings:
What states have the most Fcr jobs? States with the most job openings for Fcr jobs include:
What job categories do people searching Fcr jobs look for? The top searched job categories for Fcr jobs are:
Fcr jobs near you
Infographic showing various Fcr job openings in the United States as of August 2026, with employment types broken down into 96% Full Time, 2% Part Time, and 2% Contract. Highlights an 84% Physical, 2% Hybrid, and 14% Remote job distribution, with an average salary of $49,027 per year, or $23.6 per hour.

Operations Manager

ShyftOff

Tampa, FL

Full-time

Re-posted 18 days ago

Job description

About this role

At ShyftOff you'll sit at the center of our delivery engine. ShyftOff connects clients with flexible, high-quality US-based contact center talent on a platform that is designed to scale their workforce in just a few clicks. As an Operations Manager you'll own delivery for assigned campaigns, translating client requirements into operational execution. You'll be the operational owner who ensures the right agents are in the right seats, training resources enable quality, and operational signals are turned into timely, tactical decisions that protect SLA performance and margin.

What you'll own
  • End-to-end campaign delivery: own staffing outcomes, utilization, SLA compliance, margin, and day-to-day operational health for assigned accounts.
  • Agent matching & success: move agent 1099s through ShyftOff's pipeline and place the highest-quality agents on campaigns - balancing speed, fit, and quality to meet campaign demand.
  • WFM partnership: work closely with the Director of WFM to ensure shifts are picked up and intraday actions are taken so occupancy and adherence targets are achieved. You will own client-provided forecasting data to deliver perfect staffing.
  • Training & enablement oversight: ensure training materials and support resources (both ShyftOff and client-provided) are current, high-quality, and evolving. Keep client training up to date to satisfy agent performance requirements and maintains quality standards.
  • Quality & performance: own QA program inputs and outcomes - ensure QA frameworks, scorecards, and feedback loops are producing the quality required to meet client expectations.
  • Data-driven deployment: use data to interpret staffing accuracy, SLA compliance, occupancy, and other operational metrics - deploy and reallocate agent talent and resources to meet targets.
  • Platform partnership: partner with Product & Engineering to maintain platform efficiency and provide input for enhancements to WFM tools, QA platforms, knowledge management, and AI automation to improve productivity and reduce cost-to-serve.
  • Client partnership: run operational business reviews and proactively communicate delivery status, opportunities, and remediation plans to client stakeholders.
Client KPIs you'll align to

Typical client KPIs you'll manage toward include: AHT, ASA, FCR, CSAT, NPS, occupancy, schedule adherence, shrinkage, forecast accuracy, and SLA compliance.

What success looks like in the first 3 months:
  • Staffing accuracy and agent pool health strong enough to meet client staffing targets.
  • SLA compliance at or above client targets.
  • Clear evidence that training and support resources produce consistent quality outcomes.
  • Measurable improvements in CSAT/FCR or other client KPIs through improved talent placement and QA alignment.
  • Playbooks and processes that make deployments repeatable and reduce time-to-stability for new campaigns.
You'll thrive here if you have
  • 5+ years in contact center / BPO operations, with direct ownership of contact center service delivery and/or client outcomes.
  • 3+ years managing and collaborating across teams that include team leads, QA analysts, WFM teams, and agents with measurable performance outcomes.
  • Deep familiarity with contact center KPIs (AHT, ASA, FCR, CSAT, NPS, occupancy, shrinkage, SLA compliance, etc).
  • Hands-on experience working with WFM teams and WFM tools.
  • Strong ability to critically review and improve client-provided training and support materials.
  • Strong operational instincts and the ability to turn data into tactical decisions about where to deploy agent talent.
  • Excellent stakeholder and client communication skills - you'll present operational realities and remediation plans to clients.
  • Advanced Excel skills (pivot tables, index-match, advanced formulas); analytics or SQL experience is a plus.
Nice to have
  • Familiarity with NICE, Verint, Genesys, Five9, Talkdesk, Kronos/UKG, or similar stacks.
  • Experience with QA frameworks, accreditation programs, or training program design.
  • Experience with AI/automation or knowledge management platforms.
Employment Type: FULL_TIME
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About ShyftOff

Sourced by ZipRecruiter

Industry

Strategic planning consulting services

Company size

1 - 10 Employees

Headquarters location

Tampa, FL, US

Year founded

2020

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