ON-SITE KEYING AND CAGING SUPERVISOR

Job Type: Full Time – On Site

Work Location: 550 Berry St. Winnipeg, Manitoba

Hours: 7:00-5:00 PM CST Monday-Friday

Salary: $21.50 an hour

Benefits: Available after 60 Days for FT 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 Supervisor of Customer Experience is responsible for the day-to-day supervision of a high-performance team that consistently delivers on client service level agreements and AnswerNet's expectations and oversees the day-to-day operations of the multi-channel contact center, assuring metrics are met and that customers enjoy positive, professional, and complete interaction with all team members. Supports strategic improvements consistent with corporate goals and initiatives, focusing on improving customer retention through a high-quality customer experience. Measures and provides appropriate performance and behavioral feedback to assigned team members. Assists in the design or implementation of continual improvement projects.

Job Duties / Responsibilities / Essential Functions:

• Directly accountable for Individual team member performance, affecting overall Contact Center Performance, Department goals, and project objectives. Achieves this through the oversight of work allocation and productivity of individual team members as well as overseeing quality performance of individual team members.
• Develop Contact Center staff through effective hiring, coaching, evaluative performance feedback, and guidance.
• Provide support to the Customer Experience team to develop, coordinate, and implement process and quality improvements in the Contact Center environment.
• Assists in developing new initiatives and makes recommendations for change, based on proactive and reactive business needs, focusing on improving the communication, timing, and impact to the customer and the employees in the contact center environment. Supports members of the CE team to implement change.
• Addresses assigned customer issues in a timely and efficiently
• Develop sound communication and working relationships with other cross-functional processes, acting as a liaison to advise managers of needs for improved cross-functional processes.
• Develop sound communication and working relationships with other cross-functional processes, acting as a liaison to advise managers of needs for improved cross-functional processes.
• Establishes improved avenues of customer interaction and communication utilizing existing or assisting in developing new technology, programs, processes, and reporting.
• Establishes improved avenues of customer interaction and communication utilizing existing or assisting in developing new technology, programs, processes, and reporting.
• Accurately administers payroll functions.
• Proactively manages manual or automated Workforce Management and Queue assignments, assuring staffing meets the demands of call volume Performs other related duties as required or requested.
• Be familiar and knowledgeable with Raisor's Edge, Microsoft Dynamics, Microsoft applications
• Familiar with running exports

Required Knowledge /Skills / Abilities:

• Education equivalent to an Associate's Degree in Business Administration or Management, or the equivalent in related work experience, demonstrating knowledge in problem resolution call center management.
• Three or more years of experience in a customer service/customer retention/sales environment, or the equivalent in related work experience, demonstrating sound judgment and initiative to satisfy customer requirements.
• Experience in supervising or managing a problem resolution call center environment, preferred and coupled with demonstrated experience in process improvement, project management, and quality assurance.
• Demonstrates good knowledge of Microsoft Office.
• Mailroom Management experience
• Keying and Caging Knowledge and experience