Call Center Assistant Operations ManagerNations Info Corp

Call Center Assistant Operations Manager
 
Job Description
 
Assists the Operations Manager in establishing and carrying out departmental or organizational goals, policies, and procedures. Manage general activities related to providing excellent customer service. Work with Operations Manager, Supervisors, and Support Staff about general operations.
 
Job Responsibilities composed of but not limited to the following:
Conduct staff performance reviews  and assess needs
Establish a high standard for productivity, quality, customer service as well as define user guidelines.
Manage and improve center performance through performance monitoring, problem resolution, system audits and quality assurance measures.
Incharge of implementing disciplinary procedures including documentation by coordinating with HR personnel
Take escalation calls from supervisors when necessary
Summarize, collect and analyze call center trends and data for regular performance reports.
Call for repairs and troubleshooting as needed by coordinating with the IT Team
Maintain consistent professional improvement through company provided workshops, tracking call center trends and active participation in team projects.
Qualifications
Bachelor’s Degree
At least 2 to 3 years of managerial experience in a Call Center Setting
Customer service experience preferred
Motivated self-starter
Excellent verbal communication skills

Managerial / Supervisory