Call Center Assistant Manager

Call Center Assistant Manager

Mon-Fri – 12pm-9pm

Responsibilities:

·         Assist with day to day operations to achieve targeted productivity and labor goals.

·         Assist in providing overall direction for the staff in terms of training and performance.

·         Keep manager up to speed on issues/concerns impacting the department.

·         Communicate all necessary information effectively to all team members as necessary.

·         Oversee personnel and ensure all corporate polices and procedures are followed.

·         Facilitate and schedule cross training with other IT Departments.

·         Impartially supervise all direct reports.

·         Hold self to higher standards, leading by example.

·         Anticipate needs to ensure exceptional customer service.

·         Develop and maintain training program, reviewing and revising as needed.

·         Assist in the maintenance of informational properties available to direct reports.

·         Rotate “on-call weeks" with manager, and provide after-hours support when needed.

·         Contribute ideas to improve the effectiveness and efficiency of the call center.

·         Assist with phone queues and all other Call Center related tasks as necessary.

Requirements:

·         High School Diploma (some college or technical training preferred).

·         Minimum of 1 year of successful supervision of 10+ associates.

·         Complete Unix Level 1 written exam within first 30 days.

·         Complete SQL Level 1 written exam within first 60 days.

·         Strong leadership, training, organizational and time management skills.

·         Excellent verbal and written communication skills.

·         Effective interpersonal skills with strong problem-solving abilities.

·         Self motivated, with ability to work effectively independently.

·         Possesses flexible scheduling availability during all call center hours of operation.

·         Able to adapt to change, and positively promote change to the team.

·         Able to work an on-call rotation and respond to emergencies immediately.