Team Lead (Outbound Voice Campaign)

Remote Work Position

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

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.