**Associate Referral Reward Eligible**
*This position is Hybrid at our office in Houston, TX with a target start date of December 7th, 2026*
Job Purpose: The Assistant Manager, Solutions Center supports the Manager, Solutions Center in the day-to-day leadership and performance of the Solutions Center. This position has a primary focus on people leadership, employee development, training, attendance, performance management, and operational execution. The Assistant Manager works closely with Tier I Supervisors to ensure employees are appropriately coached, trained, scheduled, engaged, and held accountable to established performance, quality, customer service, attendance, and compliance expectations. The position serves as a key leadership resource for Supervisors and employees, translating departmental goals and established standards into consistent day-to-day execution. The Assistant Manager provides visibility to the Manager regarding employee performance, attendance trends, training needs, supervisory effectiveness, and operational concerns.
Essential Duties:
- Provide day-to-day leadership, coaching, and support to Solutions Center Supervisors to ensure consistent leadership practices, employee development, accountability, and operational effectiveness.
- Monitor team and individual performance metrics, including productivity, quality, customer service, compliance, attendance, and schedule adherence, and partner with Supervisors to address performance gaps.
- Review operational and workforce trends, identify risks impacting service delivery, and escalate staffing, attendance, performance, or employee relations concerns to the Manager as appropriate.
- Support employee engagement initiatives by fostering a positive, accountable, and performance-focused work environment that promotes development, recognition, and retention.
- Partner with Supervisors to deliver timely coaching, feedback, performance improvement efforts, and corrective actions consistent with company policies and leadership direction.
- Assist in identifying training and development needs and coordinate onboarding, coaching, and continuous learning activities to improve employee effectiveness and knowledge.
- Serve as a communication liaison between leadership and frontline teams, ensuring operational updates, process changes, expectations, and business initiatives are consistently communicated and executed.
- Assist with resolving day-to-day operational, employee, and customer issues, including escalated matters requiring leadership support.
- Participate in recruiting, interviewing, onboarding, and talent development activities, including identifying future leadership candidates and supporting workforce planning discussions.
- Analyze performance, quality, attendance, and operational data to identify trends, provide recommendations, and support informed decision-making by leadership.
- Maintain accurate documentation related to employee coaching, attendance, performance management, and development activities in accordance with company requirements.
- Partner closely with the Manager, Solutions Center to support departmental objectives, operational initiatives, employee engagement efforts, and overall team effectiveness.
- Assume designated leadership responsibilities in the Manager's absence and perform other duties as assigned.
Knowledge, Skills, and Abilities:
- Demonstrated leadership experience in a contact center, technical support, or customer service environment.
- Strong coaching, mentoring, and employee development skills.
- Strong understanding of attendance, schedule adherence, performance management, and employee accountability.
- Excellent verbal and written communication skills.
- Ability to communicate expectations clearly and provide constructive feedback.
- Strong conflict resolution and problem-solving skills.
- Ability to analyze employee and team performance data and identify trends.
- Strong organizational skills and attention to detail.
- Ability to manage multiple priorities in a fast-paced, 24-hour/7-day operating environment.
- Ability to collaborate effectively with employees, Supervisors, Managers, Training, and other departments.
- Demonstrated ability to maintain confidentiality and exercise sound judgment when handling employee matters.
- Working knowledge of customer service, technical support, ticketing, quality assurance, and contact center operations.
- Ability to work independently while maintaining alignment with the Manager and established departmental objectives.
Minimum Qualifications:
- High school diploma or GED.
- 5+ years of experience in a contact center, technical support, customer service, or related environment.
- 2+ years of supervisory or leadership experience.
- Demonstrated experience coaching, developing, and managing employee performance.
- Experience working with attendance, schedule adherence, quality, productivity, or customer service performance metrics.
Preferred Qualifications:
- Associate or bachelor's degree or related field of study.
- Prior experience supporting multiple teams or Supervisors.
- Prior experience in a technical/contact center environment.
- Experience supporting training, onboarding, or employee development programs.
- Experience with performance reporting, quality assurance, and workforce management systems.
Physical Requirements:
- While performing the duties of this job, the employee is regularly required to: stand, sit, talk, hear, and use hands and fingers to operate a computer, telephone, and a variety of office equipment.
- Occasionally, this position may need to reach, stoop, or kneel.
Salary and Benefits:
At Aventiv, our salary and benefits are designed to fit you as a whole person. We offer a salary range based on experience and qualifications to ensure your unique contributions are met with our most competitive offer.
- $55,783.41 - $63,593.09 per year
- Health Insurance
- 401(k)
- Disability
- Life Insurance
- Paid Time Off
- Voluntary Benefits