Administrative Assistant

REMOTE English Team Lead

Job Type: Full-Time Work from Home

Hours: Varies

Salary: $17.50

Benefits: Available after 90 days for full-time employees

APPLY NOW:
https://answernet.com/about/careers/#employment-inquiry-form

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 approve 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 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 centre 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