Call Center Assistant General Manager na AnswerNet

Job Type: Full-Time On-Site
13231 Champion Forest Dr. Ste 201 Houston, TX 77069
Hours: Days/after hours as needed
Salary: Up to $52K yearly DOE
Benefits available after 60 Days for full-time employees

About AnswerNet 

AnswerNet is a leading provider of customer engagement and contact center solutions across the United States and Canada. With over 31 contact centers and 10,000+ satisfied clients, we handle more than 125 million interactions each year. Our services include telephone answering, appointment setting, customer support, sales, lead qualification, third-party verification, market research, and more.

Summary

The successful candidate will also be responsible for collaborating with different work groups and departments to improve customer support programs, enhance customer satisfaction, and assist in the day-to-day operations of the facility, including constant communication with site employees.

Job Duties / Responsibilities / Essential Functions:
● Provide and/or oversee regular updates to clients on the progress of customer service projects and campaigns that directly affect each client
● Develop open and effective channels of communication with each client that can be employed by other departments as well
● Coordinate internal projects and determine the best utilization of resources to increase customer satisfaction
● Encourage revenue growth by introducing clients to additional services
● Become a steady, reliable point of contact for each customer by establishing strong business relationships
● Coordinate training with the internal team
● Oversight of QA initiatives
● Assist the General Manager in day-to-day tasks, duties, and responsibilities as their backup.
● Duties may include payroll approval and scheduling
● Responsible for the coordination of client services, lead supervisor, and trainer duties
● Lead Answernet’s Award of Excellence program
● Oversight of employee onboarding

Required Knowledge /Skills / Abilities / Qualifications:
● Well-rounded call center industry knowledge
● At least 5 years of experience in the contact center industry
● Strong communication skills, including the demonstrated ability to speak, listen, and write effectively (i.e., strong verbal, written, presentation, and interpersonal communication skills)
● Proficient in Outlook, Word, and Excel
● Proven leadership
● Proactive problem solver
● Thrives in a fast-paced team environment
● Excellent computer skills
● Strong comprehension and organizational skills
● Great attention to detail
● Flexibility with scheduling and work hours
● Other requirements may vary as determined by management
● Experience in customer service, inbound, and outbound environments
● History of training call center employees
● Experience as an agent and a supervisor in a call center environment
● Experience in drafting scripts and Q&A responses
● Prior leadership on chat and email projects
● In-office work required (live within a 30-minute drive from the office)
● Exemplify Answernet’s Core Values

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