Assistant Manager Operations
IN
Key responsibilities/What you do:
In a 24/7 operation, responsible for the supervision of a team of contact center associates. Coach, direct and develop associates so they can professionally service the customer within the service standards set by the department and the client. Coordinate work activities to achieve the volume expected to meet operational requirements. Recognize and recommend operational improvements. Responsible for the day-to-day application of organizational policies and procedures.
Minimum Requirements:
•Post-secondary education coupled with a minimum of 4 years’ experience in a call center setting.
•Minimum 2 years leadership experience.
•Possess problem solving, interpersonal and phone etiquette skills.
•Possess superb customer service skills, a strong customer focus, and commitment to customer satisfaction.
•Excellent leadership and motivational skills required including demonstrated ability to coach and provide feedback to others
Key tasks/What you bring:
Supervise, coach and develop team of associates to ensure efficiency of the department, satisfaction of customers and clients, and to maximize team performance.
• Hold regular one-on-one’s and team meetings; contribute to team engagement.
• Actively manage performance; identify training needs and provide post-training support.
• Distribute assignments and coordinate workactivities.
• Recognize and recommend operationalimprovements.
• Perform other leadership duties such as ensuring time worked is approved and entered on time, performance reviews are conducted and new staff are recruited on time.
Our employees play an integral part in our success as a business. We appreciate that each of our employees are unique and have unique needs, ambitions and we enjoy being a part of their journey.We are there to empower and encourage you with your personal and professional development ensuring that you take control by offering a large variety of course and target development programs. All that in a global environment where international mobility and career progression are encouraged. Caring for your health and wellbeing is key priority for us. This is why we build work well programs to providing you with peace of mind and give the flexibility in planning and arranging for better work life balance
