100% Remote Escalation Supervisor

Job Type: Full Time – Work from Home

Hours: Varies M-Sun Open availability, flexible work schedule (including nights, weekends and holidays

Salary: $18.50 hourly

Benefits: Available after 60 days for full-time employees

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:

An Escalation Supervisor is responsible for overseeing and resolving customer issues that have been escalated beyond the initial support level. This role involves coordinating with various departments to find solutions, communicating with customers to manage expectations, and implementing strategies to prevent future escalations. Key duties may include identifying root causes of escalations, developing escalation procedures, tracking and reporting on escalations, and providing training to support teams. Strong communication, problem-solving, and leadership skills are essential for this role

Job Duties / Responsibilities / Essential Functions:

· Monitor/audit each assigned associate in accordance with client requirements.

· Provide proactive feedback to associates both in one on one and group settings.

● Track progress of individual associates; recommend performance action plans for associates who are not meeting established standards.

● Work with management to ensure that all associates are meeting quality standards.

● Provide training as needed to both new hires and experienced associates.

● Attend and contribute to both internal and client monitoring sessions.

● Remain knowledgeable on project information by keeping training manuals and memos updated and taking calls on assigned engagement(s).

● Track trends and make recommendations for refresher and/or up-training to the trainer(s).

● Prepares and analyzes internal and external quality reports for management staff review.

● Handles system emergencies with direction from the IT department and/or appropriate vendor.

● Ensure staff has been updated on changes to existing business.

● Any other duties and responsibilities assigned by management of the company.

Required Knowledge /Skills / Abilities / Qualifications:

● Education equivalent to a High School diploma/GED.

● Two years prior call center experience preferred.

● Must have the ability to work a flexible work schedule (including nights, weekends, and holidays).

● Excellent oral, written, and interpersonal communication skills.

● Exceptional listening and analytical skills

● Ability to interpret complex KPIs and relate them to qualitative findings

● Experience with contact center software

● Requires a positive attitude, the ability to work independently or as part of a team, and a genuine interest in people and a desire to help.

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.

Job Type: Full-time

Pay: $18.50 per hour

Benefits:

• Dental care
• Disability insurance
• Employee assistance program
• Extended health care
• Flexible schedule
• Life insurance
• Paid time off
• RRSP match
• Vision care
• Wellness program
• Work from home

Schedule:

• 8 hour shift
• Day shift
• Evening shift
• Holidays
• Monday to Friday
• Morning shift
• Night shift
• Weekends as needed

Application question(s):

• Have you ever worked for AnswerNet or any of their subsidiaries?(Deal Breaker)
• Do you have high-speed internet (Hardwired, Ethernet cable) with 10 Mbps Upload and 10 Mbps download speed , a PC/Laptop with Windows 10 computer with 2 Monitors with at least these computer specs Processor: Ryzen 5 or Core i5 or better Memory: 16GB or more Storage 250GB or more (SSD better than HDD) (Apple/Macbook and Chromebooks, or tablets are not allowed.), USB-connected headphones, a webcam, and a quiet place to work free from distractions including pets and children?(Deal Breaker)

Education:

• Secondary School (preferred)

Experience:

• Call Center: 2 years (required)
• Training & development: 2 years (required)
• Call Center Supervisor: 2 years (required)
• Analysis skills: 2 years (required)
• Customer Service: 2 years (preferred)

Work Location: Remote