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Call Center Supervisor
Work Hours: Varies; all shifts
Pay $17.00
Job Type: Full-time
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
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.