Assistant Contact Center Manager
About the position Responsibilities • Develop and implement operational practices that establish positive employer-employee-client relationships and promote high levels of employee morale. • Manage compliance and reporting for all center operations including call volume forecasting and staffing, client service commitments, budget, forecasted hours versus actual hours, payroll, etc. • Oversee day-to-day contact center operations and business planning, ensuring staff safety, physical site security, human resource development, operational efficiency and service quality excellence. • Promote the highest standards of ethical and professional conduct through demonstrated individual performance. • Thrive as a team player in a fast-paced, high-energy, change-oriented environment. • Continue liaison efforts with Account Management, Quality Assurance, Training, Recruiting, WFM, IT and the Client. • Perform other related duties and assignments as required. Requirements • Bachelor's degree from an accredited college or university or equivalent work experience. • Two to three years of contact center management experience. • Currently a supervisor or above with excellent TOPS implementation skills. • Experience managing programs with varying service objectives, agent skill requirements and technical solutions. • Strong verbal, listening, and written communications skills required. • Excellent attendance history is required. • Proficiency in Microsoft Office functions including extended Outlook functions and complex Excel functions. Nice-to-haves • Experience managing multiple programs concurrently is a plus. • Experience with strategic development and implementation specifically with operating policies and procedures, and work process improvements. Benefits • Paid Training • Competitive Wages • Full Benefits (Medical, Dental, Vision, 401k and more) • Paid Time Off • Employee wellness and engagement program