Overview
Escalation Supervisor (REMOTE) Jobs in Remote at AnswerNet
Full job description
Escalation Supervisor REMOTE
Job Type:Full Time – Work from Home
Hours:Varies M-Sun Open availability
Salary:$18.50 hourly
Benefits:Available after 60 days for full-time employees
APPLY NOW:
https://answernet.com/about/careers/#employment-inquiry-form
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 he…
Title: Escalation Supervisor (REMOTE)
Company: AnswerNet
Location: Remote
Category:
