Assistant Manager - Contact Center

This is a Full Time Job

Job Summary

The Assistant Manager Contact Center assists in the supervision, planning, organizing, coordinating, and managing all aspects of the Contact Center and ensures staff is trained and adheres to all policies and procedures.

Essential Functions
• Directs the contact center's day-to-day activities.
• Manages day to day operational aspects of their team (e.g., workflow, performance, and compliance), as well as ensuring achievement of team goals within established timelines and budgets.
• Delivers effective resource planning to maximize the productivity of resources.
• Collects and analyzes contact center statistics for overall performance, and customer service metrics.
• Manages team performance through regular, timely feedback as well as the formal performance review process to ensure delivery of exceptional services and engagement, motivation, and team development.

Required Qualifications
• High School Diploma or its equivalency (BA/BS Degree Preferred) in a relevant business area
• 4 years of relevant experience in customer service.
• 2 years leading, coaching and development of front-line employees.
• Experience in a contact center environment.
• Skilled with execution and delivery (planning, delivering, and supporting) skills.
• Strong Problem solving and decision making skills.
• Strong digital literacy skills.
• Adept with collaboration and teamwork.
• Growth mindset (agility and developing yourself and others).
• High proficiency with any of the following: Five9, ZenDesk, Satisfi, Community, eWFM, and Call Miner preferred.
• Proven ability growing a team, reduce attrition, and coach/develop a staff.

To learn more about our culture and values, visit: https://solutions.axs.com/careers/