Job Type: Full Time

Hours: 8:00-6:00PM PST (roughly) After hours as needed

Salary: $64,480

Benefits: Available after 90 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 31 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:

Responsible for ensuring branch profitability, productivity, efficient operations, and successful achievement of corporate goals and objectives. Directly responsible for the successful execution of project implementation, quality control, employee development, processes, and call center solutions. Responsible for employee evaluations, quality, payroll, billing, and account profitability.

Job Duties / Responsibilities / Essential Functions:

• Responsible for all aspects of call center operations at the local branch level, including productivity and achievement of corporate and client goals.
• Oversee quality assurance methods
• Facilitate employee development
• Provide leadership and guidance for staff
• Deliver coaching, corrective actions, disciplinary actions, and terminations
• Resource planning and implementation
• Approve and process payroll on a bi-weekly basis
• Recruit, hire and train staff based on project needs
• Conduct performance reviews and evaluations
• Approve staffing schedules to meet expense and service level goals
• Monitor system performance; identify and resolve problems
• Manage cost center budgets and operational expenses
• Achieve corporate and client goals
• Maximize call center performance optimization through report analysis
• Develop and implement processes for efficient operations
• Work with IT department to resolve issues
• Work closely with clients as the main point of contact for communication and complaints
• Review and process billing for the site
• Manage, mentor, and coach middle management team

Required Knowledge /Skills / Abilities / Qualifications:

• Organized and detailed oriented
• Independent, self-motivator
• Dedication to the quality of operations
• Analytical with information files
• Strong verbal and written communication
• Strong customer service skills, diplomacy, and tact
• Demonstrated ability to manage 20+ employees operating across a variety of shifts.
• Intermediate level Excel skills
• Proficient in Outlook
• Must be team-oriented and possess the ability to maintain a positive work environment for the call center.
• Must be able to be on call the majority of the time

Required Education / Experience:

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

Environmental / Physical / Mental Demands

• Ability and willingness to lift up to 20 lbs.
• Ability and willingness to sit at a desk from the length of your scheduled shiftAbility 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
• Ability and willingness to make quick decisions
• Ability and willingness to deal with high stress fast pace situations
• Ability and willingness to interpret data accurately

Work Environment

• Office/Call Center

Job Type: Full-time

Pay: $64,480.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Ability to commute/relocate:

• Sacramento, CA: Reliably commute or planning to relocate before starting work (Required)

Application Question(s):

• Do you have at least 3+ years of experience managing a Call Center?

Education:

• High school or equivalent (Required)

Experience:

• Call center management: 3 years (Required)
• Microsoft Excel: 1 year (Required)

Work Location: One location

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