OPS Lead CMN 100% Remote

AnswerNet has been in business for over 20 years, with the Mission of “providing people, services, and technology to allow our clients to run their businesses their way.” We have over 30 contact centers across the US and Canada and are quickly growing!

We are seeking people with drive and ambition, self-motivated team players. Reliability, performance, and positivity will set you up for success within AnswerNet. We promote from within whenever possible and are seeking people who have what it takes to advance within the company.

Job Type: Full-time M-F 9-6 (typical hours, you may need to work outside of this time frame
occasionally)

Salary: $ 18.00
Benefits available after 90 days for FT employees

Summary of Position:
Responsible for ensuring profitability and functionality of IB Shared projects. This includes but is not limited to implementation of the following:

Job Duties / Responsibilities / Essential Functions:

• Singular point of point of contact between Operations and Client Services to ensure client
  success
• Escalate concerns to supervisor and/or appropriate account management
• Facilitate employee training and development
• Provide leadership and guidance for staff both in office and remote
• Maximize call center performance optimization through report analysis
• Any other duties as assigned by management

Required Knowledge /Skills / Abilities / Qualifications:

• Organized and detailed oriented
• Dedication to the quality of operations
• Data Analyst and reporting skills are a must
• WFM (Workforce management) skills are preferred to maximize agent utilization and
  client success
• Strong verbal and written communication
• Strong customer service skills, diplomacy, and tact
• Advanced level Microsoft Office Skills (especially Excel)
• Experience with G-Suite
• Must be team-oriented and possess the ability to maintain a positive work environment for both in office and remote employees

Required Education / Experience:

• Bachelor’s degree preferred but not required.
• Must have 3+ years of call center management/leadership experience.

Environmental / Physical / Mental Demands

• Ability to lift up to 20 lbs
• Ability and willingness to sit at a desk/computer for duration of shift
• Ability and willingness to type/view a computer for the duration of your shift
• Ability and willingness to make and deal with quick decisions in a high stress environment

Work Environment

• Office/Call Center