Contact Center Assistant Manager
Join DATAMARK as a Contact Center Assistant Manager and take a pivotal role in providing exceptional service to our clients while leading our contact center team! In this role, you will be responsible for overseeing the day-to-day operations of the contact center, ensuring that all processes run smoothly and customer needs are met effectively.
Primary Responsibilities:
- Monitors departmental performance, identifying and facilitating opportunities to improve productivity and efficiency.
- Creates recovery plans for missed Service Level Agreements and submits to clients
- Develops and implements systems to ensure Supervisors are meeting the financial metrics assigned to projects
- Gathers information for weekly billing for assigned projects
- Assists with hiring and training new staff, and completes performance evaluations that are timely and constructive
- Conducts meetings with clients and presents production data, improvement plans, workflow processes, and production processes
- Effectively executes quality management processes to ensure quality metrics are met
Requirements
- Bilingual in English and Spanish is required
- Minimum of 6 years of experience in a contact center environment, with at least 4 years in a supervisory capacity.
- Experience in a management role within a contact center for at least 1 year.
- Strong proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, and Outlook).
- Ability to thrive in a fast-paced environment and manage multiple priorities.
- Excellent leadership and mentoring skills, ability to coach and mentor customer service representatives.
- Demonstrated analytical/problem-solving skills
- Organized with attention to detail.
- Ability to resolve customer complaints and issues while maintaining a professional and calm demeanor.
- High School Diploma or equivalent is required; bachelor’s degree is preferred.
Benefits
- Health Care Plan (Medical, Dental & Vision)
- Retirement Plan (401k)
- Life Insurance (Basic, Voluntary & AD&D)
- Paid Time Off
- Short Term & Long Term Disability
- Training & Development
- Wellness Resources
- $55,000.00