Experienced Bilingual

At AnswerPlus, we are proud to say we’ve been in the answering service business for 60 years With 4 locations across Canada and over 1500 clients, AnswerPlus has built an incredibly strong brand and reputation in the industry. Our niche is urgent call response 24/7/365. We seek to answer 80% of calls within 20 seconds or less. As an experienced Team Leader, you will support a team who answers inbound calls and act as the first point of contact for a wide range of situations. It could be processing a donation, providing comfort to someone stuck in an elevator, providing relief to someone experiencing pain, or aiding people in emergencies such as fires, floods, or power loss. To us, our clients, and our customers, a CSR is an _"invisible hero"_ **_ We've created an award-winning culture that is backed by three generations and a true "work family" environment. Our employee average tenure is 9 years which also highlights how we support both personal and professional growth. - Celebrations and Company Events - Coaching and Mentoring - Dental, health, and EAP Benefits - Paid Breaks - Social Responsibility Initiatives - Paid Training **Role and Responsibilities**: - Run an efficient operation by ensuring that your team members are: - In the on position, taking calls at any given time - Not sitting on long or needless disconnects. - Answering questions by having you go to them rather than them having to come to you. - Managing AM / PM shift change by ensuring your agents have a place to sit and are in the on position at the start of their shift and not wandering. - Update hourly report for statistics - Monitor call volumes & respond to unexpected shortages / overages of staff by calling people in or sending people home based on ATTA’s & Wages to Revenue; - Assist with any remote inquiries/troubleshooting; - Manage the Support Chat and answer questions by providing real-time support to the team members; - Handle escalated calls from CSRs/Callers; - Be fully aware of and ensure AnswerPlus policies and procedures are followed including keeping attendance records for all team members up to date; - Monitor office equipment and escalate equipment failures to appropriate on-call staff or by way of non-urgent ticket to technical support; - Ensure message (board checks) and special searches are performed in a timely fashion. - Assign breaks and lunch periods on a fair and equitable basis, ensuring that call traffic handled efficiently, manage any offline time activities such as coaching, training, meeting; - Complete detailed Shift Reports; - Communicate with the next Supervisor about anything affecting their shift; - Provide input/suggestions to Operations Manager on an ongoing basis and report any internal or customer issues; - Speak to our clients after hours and ensure information is detailed and given to Account Manager for follow up; such as on call; - Speak and behave in a way that will earn your team’s respect, treating each member of your team with dignity; - Promote and embrace AnswerPlus Core Values; - Other duties as assigned by Operations Manager. **Qualifications and Skills**: - Previous call centre Team Lead experience is required - Technically savvy and proficient keyboard skills (ie: 50+ WPM) - Capable of utilizing Microsoft Office Suite, Microsoft Teams, Zoom and Go To Meeting - Strong communication skills - interpersonal, listening, verbal, and written - Ability to multitask continuously and prioritize tasks - Empathetic - Goal-oriented - Team player **Work from Home Requirements**: - Quiet, dedicated room free of background noise - Ability to connect the computer from a router - not wireless - Windows PC - No Apple or Chrome Books - Operating System: Windows 10 - Full, standard-sized keyboard with Function Keys (F1-F12) and a number pad - Two monitors - Webcam - for training and coaching purposes - Headset (microphone and headset) - Unlimited high-speed internet - Unlimited Canada wide long-distance calling/cellphone calling plan - Ability to provide your own ethernet cable Rate of pay: $19/hour