Assistant Contact Center Manager

Duties & Responsibilities
1.Assist the Call Center Manager in leading and directing daily operations while ensuring quality customer service
2.Help develop, implement, and monitor processes and procedures to ensure efficient call center operations
3.Assist with coaching, training, and development of call center staff
4.Monitor individual and team performance against established metrics, providing feedback and recommendations for improvement
5.Handle escalated customer inquiries and complaints, working to resolve issues in a timely and satisfactory manner
6.Serve as a backup to the Call Center Manager in their absence
7.Generate reports detailing call center metrics, such as average handle time, abandoned calls, etc.
8.Analyze data to identify trends and make recommendations for process improvements
9.Maintain up-to-date knowledge of call center products and services
10.Stay abreast of industry changes and developments to ensure the call center is operating at peak efficiency
11.Assist with interviewing and hiring new call center staff
12.Perform other duties as assigned
13.Required Skills and Qualifications
Bachelor’s degree in business, communications, or related field
1.2-3 years experience in a call center environment
2.1 years supervisory experience
3.Working knowledge of call center software and systems
4.Excellent communication, interpersonal, and leadership skills
5.Ability to work well under pressure and meet deadlines