Job Type: Full-Time Work from Home
Hours: Varies
Salary: $19.00
Benefits: Available after 60 days for full-time employees
About AnswerNet
AnswerNet is the brand name for the AnswerNet family of companies including AnswerNet, Inc., New AnswerNet Inc., Cerida Investment Corp., ECC (Energy Choice California), Synergy Solutions, TPV.com, and Ansercomm to name a few. Together with our affiliates, AnswerNet operates more than 20 contact centers within the continental United States and Canada. We provide a vast range of services to optimize telephone answering services, appointment setting and confirmation, customer support, third-party verification, sales, lead qualification, market research, and a host of other contact management solutions. In all, AnswerNet has more than 10,000 satisfied clients and we process over 125 million interactions per year.
Summary of Position:
The Customer Experience Team Lead is responsible for the day-to-day operations of the call center. The primary function is to ensure that the Team Leads are fulfilling their responsibilities, inbound and outbound calls are being processed effectively and efficiently, and Customer Experience Agents are performing up to client expectations while overall company performance goals are being met.
Job Duties / Responsibilities / Essential Functions:
Selects, trains, and develops a qualified, diverse workforce.
Establishes and communicates performance standards and objectives; conducts performance appraisals. Conducts one-on-one meetings with staff to discuss performance issues (e.g. attendance, attitude, work performance) and develop corrective action plans, as needed. ∙ Recommends wage adjustments, promotions, transfers, and dismissals.
Monitors operations and staff and recommends, when necessary, changes in methods, procedures, structure, and additions or changes in personnel to secure optimum utilization of resources.
Counsels team members on educational and job opportunities, which will enhance their career development, and keeps staff informed of current problems, changes, and new developments in the department and company by conducting periodic meetings.
Administers all Company policies and procedures, communicates to staff, interprets, as necessary, and ensures compliance and safety.
Monitors and ensures that team members are performing their functions safely and productively. Makes recommendations for changes or improvement, when necessary, in order to prevent accidents or injuries.
Monitors department work productivity, reports on trends and recommends and implements changes to continually improve work productivity.
Develops subordinates through continued coaching and feedback on performance. ∙ Reviews and approves time cards of all subordinates.
Assigns daily responsibilities to Team Leads and Agents (e.g., dedicated programs, outbound projects, etc.)
Creates and analyzes reports designed to monitor overall operations and performance of the call center (e.g., Quantify Data, Trending KPIs, etc.).
Creates and analyzes reports designed to monitor overall operations and performance of the call center (e.g., Quantify Data, Trending KPIs, etc.).
Works closely with Client Services and Sales to ensure the smooth implementation of new accounts.
Review new and updated accounts with Team Leads and/or Experts (one-on-one). ∙ Ensures that system emergencies are handled appropriately, with direction and assistance from IT and/or the appropriate vendors.
Ensure that operational and customer-related functions of the call center are completed timely, accurately, and sufficiently to meet standards. Meets with peers and Manager regularly to discuss and analyze productivity, service, and future plans for growth.
Assist with any Team Lead, Agent, or general center responsibilities, when required (e.g., answering QA lines, walk-around, traffic monitoring, quality monitoring, training, taking calls, scheduling, etc.). In the Contact Center Manager's absence, assists with the daily management of the center.
Performs other related duties and special projects as requested.
Communicate with Supervisors, Support Staff, and the General Manager on Department operations. ∙ Complete human resource paperwork.
Other duties as assigned.
Required Knowledge /Skills / Abilities / Qualifications:
Demonstrates the ability to encourage enthusiasm and a positive outlook in co-workers and/or subordinates. Inspires a high level of performance by providing encouragement and promoting self-esteem.
Demonstrates the ability to assess strengths and development needs of employees; gives timely, honest, and specific feedback; and provides opportunities, assignments, and direction to challenge and develop individual employees.
Demonstrates the ability to bring together individuals of diverse backgrounds and reporting relationships and ensure group commitment to the achievement of assigned projects by encouraging cooperation and fostering collaboration among team members.
Demonstrates the ability to achieve business goals and objectives by encouraging the contributions of others, addressing important issues, and serving as a catalyst for change and continuous improvement.
Demonstrates the ability to modify behavior, as needed, in order to maintain effectiveness in a changing situation; and with varying tasks, responsibilities, or people.
Demonstrates the ability to efficiently manage own time, activities, and resources. Identify specific activities required to accomplish objectives, rank them in order of importance, and coordinate and take action to achieve desired results; prioritize complex multiple activities and projects. Recommends improvements to prevent reemergence of resolved issues.
Demonstrates the ability to identify problems as they occur; follow rules, guidelines, and procedures to resolve problems and make decisions; and apply past experience and processes to current assignments.
Demonstrates the ability to anticipate client needs, proactively meet those needs, and initiate actions to increase customer satisfaction.
Demonstrates the ability to build sound relationships with all customers by providing open and honest communication in support of company values, maintaining sensitivity trust, and credibility.
Demonstrates the ability to present ideas and information in a clear, concise, organized, and diplomatic manner; ask appropriate questions in order to obtain information; listen to others to respond effectively to ideas and questions. Present prepared information to individuals and groups in a manner that is clear and concise, holds their interest and addresses their needs or concerns.
Demonstrates the ability to make sound and thorough decisions after reviewing the facts, incorporating perspectives of others, applying technical knowledge, past experience, and incorporating company policy.
Must be fluent in English and French, oral and written communication.
Education equivalent to a High School diploma/GED or the equivalent in related work experience. ∙ 1 - 5 years of management experience in a call center or retail environment ∙ 5-10 years of progressive customer service experience
Demonstrates experience handling complex customer calls.
Demonstrates superior customer service skills and knowledge of Continuous Quality Improvement practices.
Demonstrates intermediate knowledge in using various call center systems (Infinity).
Demonstrates intermediate knowledge of Microsoft Office products including Word, Excel, PowerPoint, and Outlook. Must be able to input, monitor, and manipulate data within these applications.
Must be able to pass a criminal background check
WAH Requirements:
PC/Laptop with at least Windows 10 (Apple/Mac products, Chromebooks, and tablets are not compatible)
Hard-wired high-speed internet connection (ethernet cable)
USB-connected Headset
Webcam
A quiet dedicated place to work free from distractions including pets and children.
Environmental / Physical / Mental Demands
Ability and willingness to lift up to 20 lbs.
Ability and willingness to sit at a desk for the length of your scheduled shift
Ability and willingness to type on a computer
Ability and willingness to view and read a computer screen for the length of your scheduled shift
Ability and willingness to speak with clients and internal employees via telephone or e-mail