Omni Interactions is looking for a Support Leader to join our newest client account! Omni Interactions is revolutionizing the work-at-home contact center model through automation and innovative approaches. We value your expertise and drive to help us build the next generation of contractors.
Gig Brand Ambassadors (GBAs) are independent contractors who have specialized skills and represent a particular brand consistently across all channels (email, text, phone, chat, bot).
Omni is reinventing how contract workers are treated—improving earning opportunities while building a community. Contractors are part of a community where they can connect, receive support, and feel a sense of belonging.
Summary
You will play a pivotal role in the support and coordination of remote contractors. You’ll ensure high-quality customer service and adherence to performance standards. You will provide guidance, support, and feedback to contractors, while building a collaborative and positive work environment.
Why is this role a great opportunity? This is your chance to grow your career, learn creative problem solving, and make a difference in the daily life of contractors. This role is full of tremendous growth opportunity!
Duties and Responsibilities
- Complete all prep tasks for digital learning: updating trackers, setting up systems, and coordinating training for new instructors.
- Help prepare contractors, making sure materials are current, communication channels are set, and staffing is ready.
- Track attendance and participation, provide feedback, and ensure contractors are able to meet certification requirements.
- Keep in touch with client services, ensure all tools and systems work properly, fix any issues quickly, and verify payroll accuracy.
- Audit and clean up digital learning records, update statuses, and complete offboarding processes.
- Transition contractors from certification to full production, updating records and ensuring they are ready for operations.
- Support and guide remote contractors to achieve performance metrics and customer satisfaction.
- Conduct virtual support sessions to enhance contractor skills and efficiency.
- Resolve escalated customer inquiries promptly and professionally.
- Collaborate with management to optimize contractor performance and engagement.
- Utilize digital tools to track contractor schedules and performance metrics.
- Foster a supportive and inclusive virtual work environment.
- Stay informed about industry trends and best practices.
- Serve as a liaison between contractors and management.
- Ensure compliance with business expectations and address issues as needed.
- Assist with client relationships and facilitate meetings.
- Review and approve contractor earnings.
- Oversee staffing, service levels, and delivery.
- Develop QA strategies to meet contractual and client expectations.
- Adhere to company policies and procedures
Required Skills and Abilities
- Excellent communication and interpersonal skills.
- Strong organizational, analytical, and problem-solving abilities.
- Proficient in Microsoft Office Suite and quick to learn new systems.
- Experience in remote work and call center environments.
- Ability to adapt quickly in a fast-paced, changing environment.
Desired Skills and Abilities:
- Experience with 100% remote work environment
- Experience working in a call center environment
- Experience with contractor-model businesses
- Experience with remote learning environments
Why work in the Omniverse:
We’re a collection of thinkers & doers who are always looking ahead to what we can do better. We’re always challenging ourselves to reimagine what’s possible. How? Not by using buzzwords, but by using creative solutions, automation, and connection.
Hourly rate and Benefits:
- Hours of Operation: Monday through Friday 8am-5pm Eastern time (flexible based on time zone) – supports departments located across 5 time zones in the US and Canada
- Earnings Range: $12-$14 USD per hour depending on experience
- Join a culture of People first, never settling for what was done yesterday, where we challenge the mold
- No egos – join a culture of collaboration
- 100% remote work environment
- Type of Work: Contract
NOTE: Please make sure your resume reflects all the requirements and skills listed in the above description. If your resume does not reflect you have work experience in the requested areas, your application may not be processed.
Omni is only able to accept applications for this opportunity in Guatemala.