Operations Team Leader

About the role

As a call center Operations Team Leader at Answering Service Care, you’ll be a key player in ensuring our team thrives and delivers exceptional service. You’ll lead by example, handle sensitive information with care, and uphold high professional standards, driving the success of our organization.

Responsibilities

• Oversee and Support Agents: Manage the floor, ensuring agents meet quality standards and feel empowered to succeed.
• Resolve Problems: Provide guidance to agents in handling challenges, errors, and complaints during customer interactions.
• Assist HR: Support the Human Resources team by facilitating walk-in applicants and onboarding processes when needed.
• Monitor Quality: Assist in maintaining high-quality service by monitoring agents’ performance and providing constructive feedback.
• Reporting: Prepare and manage reports using database tools and word-processing software to track performance and results.

Requirements

• Empathy: Display a friendly, caring, and understanding attitude with customers and team members.
• Engagement: Maintain an energetic and positive demeanor to foster collaboration and productivity.
• Problem-Solving: Tackle challenges with a proactive and solutions-oriented mindset.
• Attention to Detail: Stay organized and maintain high standards for accuracy in all tasks.
• Dependability: Exhibit reliability with strong attendance, punctuality, and flexibility (including weekend shifts).
• Accountability: Set the standard for professionalism by holding yourself and your team accountable.
• Self-Motivation: Stay driven to achieve company goals, particularly in service quality and operational efficiency.
• Team Player: Collaborate effectively, contributing to a supportive and positive work culture.
• Confidence and Creativity: Approach opportunities confidently and creatively to solve problems and inspire others.

Benefits

• Paid Training
• Health, Dental, Vision & Term Life Insurance
• PTO (Start earning on day one)
• 401k
• Employee Assistance Program (Free Training & Development Courses)
• Childcare Reimbursement up to $375 a month
• Gym membership reimbursement
• Company sponsored snacks

Pay

Starting wages are among the best in the industry:

• NJ Hourly Rate: $22.00 - $23.00
• Weekly Direct Deposit

About Us

Answering Service Care is more than a business communication service—we’re innovators in delivering exceptional customer experiences across diverse industries. Rooted in professionalism, adaptability, and forward-thinking, we’re redefining service delivery to create lasting connections between businesses and their clients.

Our mission is to forge seamless, tailored communication solutions that nurture relationships and consistently exceed expectations.

Our core values:

• Professionalism: We build trust through integrity, respect, and a commitment to excellence in every interaction.
• Agility: As the business world evolves, we adapt to challenges and opportunities while staying focused on our clients' needs.
• Innovation: By embracing cutting-edge solutions, we redefine customer experiences and create streamlined operations that set us apart.
• Growth Opportunities: Your potential is limitless here. We offer tailored growth paths to help you achieve your professional aspirations.