United States onlyJob Type: Full Time
Hours: Days 11-7 EST M-F
Salary: $23.00
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.
Summary of Position:
Reporting to the VP of Technical Services, the Director of Software and Data will lead various agile, dynamic, and fast-paced development, programming, scripting and reporting teams. In this role, you will be responsible for managing multiple teams (and/or team managers) with varying skill sets, driving the support and deployment of customer and internally facing solutions, and ensuring alignment with our business objectives. The ideal candidate will have a strong background in software development, programming, data, reporting, BPO/Call Center Scripting, excellent leadership skills, and a proven track record of delivering successful projects in a fast-paced environment. Experience in the call center or BPO industry is highly desirable, and a strong sense of urgency is a must.
Responsibilities:
• Team Leadership & Development: Supervise, mentor, and coach a team of Personal Lines Call Center Agents, providing ongoing feedback, performance evaluations, and development opportunities to ensure they meet and exceed performance goals.
• Operational Oversight: Manage daily call center operations, including work schedules, call queues, service level agreements (SLAs), and agent adherence to ensure efficient and effective customer service delivery.
• Quality Assurance: Monitor agent interactions (calls, chats, etc.) to ensure adherence to quality standards, compliance with company policies and regulations, and accurate policy processing. Conduct regular quality audits and provide constructive feedback.
• Issue Resolution: Handle escalated customer inquiries and complex policy issues, providing expert guidance and solutions in both English and Spanish.
• Performance Management: Analyze team performance metrics (e.g., call volume, average handle time, resolution rate, quality scores) to identify trends, implement improvements, and report on key outcomes to management.
• Training & Onboarding: Assist with the onboarding and continuous training of new and existing agents, ensuring they are well-versed in insurance products, systems, and customer service best practices.
• Process Improvement: Identify opportunities to improve call center processes, workflows, and customer experience. Collaborate with other departments to implement efficient solutions.
• Compliance: Ensure the team's strict adherence to all Florida insurance regulations, company policies, and ethical guidelines.
• Recruitment & Retention: Participate in the hiring process for new agents and contribute to strategies for agent retention and engagement.
Required Skills & Qualifications:
• Active Florida 20-44 Property and Casualty Personal Lines Agent License is REQUIRED.
• Minimum of 2-3 years of experience as a Supervisor or Team Lead in a call center environment, preferably within the insurance industry.
• Bilingual Proficiency: Must be fluent in both English and Spanish, demonstrating superior verbal and written communication skills in both languages.
• Strong Insurance Acumen: In-depth knowledge of personal lines property and casualty insurance products, policies, and underwriting guidelines.
• Exceptional Leadership: Proven ability to lead, motivate, and develop a team, fostering a positive and high-performing work culture.
• Excellent Communication & Interpersonal Skills: Ability to effectively communicate complex information, provide constructive feedback, and build strong relationships with team members and customers.
• Analytical & Problem-Solving Skills: Strong ability to analyze data, identify trends, and develop effective solutions to operational and customer service challenges.
• Customer-Centric Mindset: Passion for delivering outstanding customer service and resolving complex issues with patience and empathy.
• Proficiency in Call Center Technologies: Experience with CRM software, agency management systems, call routing systems, and other relevant call center technologies.
• Organizational & Time Management Skills: Highly organized with the ability to manage multiple priorities in a fast-paced, dynamic environment.
• 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.
Canada only
