Team Lead (Outbound Voice Campaign)

Remote

Full Time

Experienced

This is a remote work position.

About Us

At Expertise.com, we make it easy to find the best local experts, every time. Finding the right highly-skilled professional takes significant time and effort, including in-depth research, detailed comparisons, and deciphering which online reviews are reliable and authentic. Expertise.com features only objectively quantified and qualified professionals hand-picked by our selection process. We do the research to understand what’s important when searching for experienced professionals — whether dentists, attorneys, or roofers — so our readers trust that when we say a company is one of the best, it is.

Job Summary

You will lead a team of Consumer Concierge/Outbound Sales agents to deliver matching and scheduling services through outbound calls and messages to consumers and providers. You should be a highly motivated, self-driven individual who understands how to get results.

This is a new function within our organization, so you will wear many hats. You will need to have proven experience in problem solving, process development/improvement and be able to clearly document all procedures.

Duties and Responsibilities

Gain a proficient understanding of the project procedures and processes on how we engage and provide value to clients.
Basic knowledge of simple customer data research.
Engage agents in meaningful coaching sessions. They should be able to hold phone conversations that provide clear, yet concise directions towards development.
Assess agent calls and provide calibration directions on scoring each shopper call.
Complete performance assessments with accuracy and actionable steps.
Document coaching, assessments with clarity and timeliness.
Send feedback and updates to managers and other stakeholders through masterfully crafted emails.
Initiate multiple changes in the workplace, including but not limited to processes, goals, and requirements, and still meet project expectations.
Highly motivated, process-oriented, and driven to meet deadlines and goals
Proven track record of initiative-building and implementation
Keep track of personal productivity and can work independently with minimal supervision.
Maintain a cordial relationship with agents and are able to build relationships that move performance forward.

Competency Requirement

Has advanced to expert written and verbal communication skills, BPO Leadership experience, and recent experience in the last 5 years preferred.
Has at least 5 years of BPO experience, preferably in a work-from-home environment
Has experience in piloting programs and initiatives.
Has keen attention to detail and familiarity with the use of several remote work tools.
Has the proven ability to multitask and think outside the box.
Has system requirements as mandated by the project.
Salesforce Knowledge is a plus.

WHO WE ARE

At Expertise, we strive to support the best providers in their efforts to serve their local communities. We stand behind every recommendation and we celebrate every happy customer. With over 400,000 providers across more than 200 different industries, we dive deep into figuring out what makes each provider the best in their area of expertise and how to help the reader find the right professional for them. We’re a small and mighty team recently acquired by Marketplace Inc. (ForbesAdvisor). Since 2016 we have built a website that services over 9 million annual visitors and connects them with thousands of local professionals.

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DESKTOP / LAPTOP INFORMATION

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OS Requirement: Windows 11 or macOS 15*

SPEED TEST

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VOICE RECORDING

Go to the Vocaroo website and record or upload a recording of your voice using the script below in a distraction and noise-free environment. You may use your computer’s voice recorder and upload the file on the Vocaroo site.

Script:
At Expertise.com, we make it easy to find the best local experts, every time.

Finding the right highly-skilled professional takes significant time and effort, including in-depth research, detailed comparisons, and deciphering which online reviews are reliable and authentic. Expertise.com features only objectively quantified and qualified professionals hand-picked by our selection process. We do the research to understand what’s important when searching for experienced professionals — whether dentists, attorneys, or roofers — so our readers trust that when we say a company is one of the best, it is.

My name is ____________ (Talk for 2-3 minutes about your work experience, your work environment at home, and why you want to work from home.)

Once done, paste your voice recording link in the answer box.*

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