Job Description

Assistant General Manager
Work Hours: Days Monday through Friday (after hours as needed)
Pay Scale: $45,000 CAD Yearly
Job Type: Full-time

About AnswerNet

AnswerNet is the brand name for the AnswerNet family of companies, including AnswerNet, Inc., New AnswerNet Inc., Cerida Investment Corp., 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.

Looking to fill the position immediately!!!
Please note this is NOT a remote from home or out-of-province position. This position requires being onsite.
We are looking for an Assistant Operations Manager who can help maintain existing business with current clients, grow business relationships with current clients, assist in bringing new clients on board, and support the Operations Manager of the site. The successful candidate will also be responsible for collaborating with different work groups and departments to improve customer support programs and enhance customer satisfaction, and assist with the day-to-day operations of the facility.

Responsibilities:
• Provide 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 inspiring clients to purchase accessories and additional services
• Become the reliable point of contact for each customer that is required to establish a strong business relationship
• Coordinate training with the internal team
• Responsible for sending daily reports to the client
• Responsible for quality checking
• Assist Operations Manager in day-to-day tasks, duties, and responsibilities as their backup.

Essential Skills and Experience:
• Well-rounded call center industry knowledge
• At least 2 years’ 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
• Ability to pass drug and background screening
• Other requirements which may vary as determined by management

Valued but Not Required Skills and Experience:
• Experience in customer service, inbound and outbound environments
• Experience managing external vendors
• 1+ year’s experience in recruiting
• 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

Reporting to this Position:
• Corporate Operations Manager (indirect)
• Quality Assurance Coaches (indirect)
• Customer Contact Representatives (indirect)
• Operations Manager (Direct)
Physical Demands and Work Environment:
The following are required to perform the essential functions of the job. Reasonable accommodations may be available to individuals with disabilities.
• Sitting
• Speaking
• Ability to move quickly around the call center
• Ability to see over and around the heads of large crowds of seated individuals
• Working at a desk
• Using a computer often
• Typing and using a mouse
• Using hands for tools and machines requiring manual dexterity and agility
• Good visual and auditory skills
• Other demands which may vary as determined by management