This position is accountable for the leadership and daily operations of inbound supervisors. A typical team consists of 5+ Supervisors and 15+ agents under each supervisor’s purview. The assistant manager directs Inbound Supervisors to ensure customer service agent’s high level performance and provide necessary coaching’s. Also ensuring that their teams are in compliance with policies and procedures. Partners and works with the Inbound Manager and other Assistant Managers to achieve company goals and KPI’s.
Education: College degree or equivalent experience
2+ years management experience
5+ Customer Service experience
Call Center experience preferred
Strong organizational and leadership skills.
Ability to handle pressure and rapidly changing priorities. Must be able to set priorities that are consistent with “the big picture”.
Must be able to manage concurrent high priority projects.
Ability to work independently.
Ability to work well and interact with others
Effective communication methods to elicit information, negotiate, resolve problems and garner support plus the ability to resolve conflicts productively
High level of understanding regarding contact center KPI’s, terminology, and metric reporting
Basic understanding of statistical analysis and the ability to interpret the analysis
Ability to coach, guide, mentor, and teach leadership skills to others
Ability to motivate and lead a team of diverse individuals
Assistant Inbound Manager
Director of Operations, Utah Call Center
HR Manager, Utah
Customer Relations team
Partners, VP Marketing and Home Office team
OTHER REQUIREMENTS AND PHYSICAL REQUIREMENTS:
Flexibility to work additional hours as may be required
Good verbal and written command of the English language
Regular attendance is required
Must be able to effectively cope with typical job stress
Remaining in the seated position for an extended period of time.
Talking: Expressing or exchanging ideas by means of the spoken word to impart oral information to clients or to the public and to convey detailed spoken.
Must be able to establish and maintain effective working relationships at all levels
Facilitate to supervisors to implement new ideas, approaches, systems, structures and methods to better support customers or improve work flow and operational efficiencies.
Set weekly/monthly goals with inbound supervisors.
Actively involved on the floor with teams.
Effectively communicate directives and any changes with all supervisors.
Promote supervisor involvement and positivity.
Fill gaps as needed when supervisors are out or call volume gets high.
Take a leadership role as teacher, trainer and mentor to the direct reports to the Inbound Supervisors. Promote supervisor involvement and positivity on the floor.
Must anticipate problems and take preventive action, as well as troubleshoot and solve problems that occur during operations, working with the Inbound Manager.
Identify and implement training necessary for a well-run operation and the development of Customer Service Agents. Provide others within the management team with tools to solve problems and improve processes.
Participate in departmental strategic planning – mission, goals, strategies, policies and procedures.
Effectively communicate directives/changes with all supervisors.
Process timesheets for supervisors and verify that all timesheets for agents are complete and accurate.
Interview, hire, and maintain qualified agents to accomplish departmental and company objectives.
Collaborate with management team to address business problems or enhance operations at both locations.
Oversees all daily activities related to the inbound department.
Provide ongoing support and management of department agents, including coaching, motivating, evaluating, and disciplining.
Other related duties as assigned.
This description is intended to describe the essential job functions, the general supplemental functions and the essential requirements for the performance of this job. It is not an exhaustive list of all duties, responsibilities and requirements of a person so classified. Other functions may be assigned and management retains the right to add or change the duties at any time.