• Job Description

  Req#: CALLC001304
  Job Type: Full Time
  Hours: M-F 2-11 SS 8 AM-4 PM
  Salary: $17.00-$18.00 an hour DOE
  
  About AnswerNet
  AnswerNet is the brand name for the AnswerNet family of companies, including AnswerNet, Inc., New AnswerNet Inc., Cerida Investment Corp., 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:
  Supervises the call center floor by keeping track of agents on their shift, including: managing real-time adherence to scheduled activities, evaluating utilization, and moving agents to various projects as call volume demands fluctuate. Administrative tasks may include running reports, coaching team members, and providing feedback to management. Additional supervisory functions include keeping track of attendance, handling first-level client complaints, and reporting any issues or challenges to management.
  
  Responsibilities:
  Must have the ability to be conversational and professional with customers
  Must be able to follow a script verbatim
  Must be willing to learn our call center software systems
  Must be mentally flexible: showing a willingness to support a variety of programs, including the ability to quickly shift from one program to another.
  Highly Coachable: showing the ability to accept and quickly implement constructive feedback from upper leadership to effectively improve agent performance to attain goals.
  Attend regular Quality Calibration and feedback sessions alongside Quality Coaches, Leadership, and clients.
  Other duties as assigned based on business and client needs.
  
  Required Education / Certifications/ Experience:
  Must have the ability to be conversational and professional with customers
  Must be able to follow a script verbatim
  Must be willing to learn our call center software systems
  Must be mentally flexible: showing a willingness to support a variety of programs, including the ability to quickly shift from one program to another.
  Highly Coachable: showing the ability to accept and quickly implement constructive feedback from upper leadership to effectively improve agent performance to attain goals.
  Attend regular Quality Calibration and feedback sessions alongside Quality Coaches, Leadership, and clients.
  Other duties as assigned based on business and client needs.
  Essential Skills and Experience:
  Must lead by example: exemplary attendance, positive attitude, professional conduct, and high-level customer service skills
  Must be a strong communicator: strong verbal, written, and interpersonal communication skills
  Solution-Oriented Leader: an individual with a strong sense of integrity and a dedication to quality, one who always goes to the next level to deliver an unforgettable customer experience
  Computer Skills: familiarity with Windows and Microsoft Office, and the ability to quickly learn new software with provided training. Strong efficiency with Word and Excel is a major bonus.
  Flexibility with scheduling and work hours
  Other requirements may vary as determined by management.
  Mediation: Be a neutral party in mediating conflict within the workplace
  Motivator: Have the ability to coach and train new and veteran team members in a respectful way
  Driven by Success: They want to constantly innovate and push themselves, and their team, to be the best in the industry
  One year or more of previous Contact Center experience
  Experience supervising or managing direct reports
  
  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.
  
  Equal Opportunity Employer
  This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.

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