Call Center Assistant Operations Manager

This is a fully remote position, open to applicants in Arizona, +5 more states.

📋 Description

• Support the creation, execution, and enhancement of daily operations for the contact center focused on inbound technical support and customer service assistance.

• Establish and implement operational procedures that foster positive relationships among employers, employees, and clients, while enhancing employee morale.

• Oversee compliance and reporting related to center operations, which includes forecasting call volumes, staffing, client service obligations, budget management, and payroll accuracy comparing forecasted hours with actual hours.

• Supervise daily contact center operations and strategic business planning.

• Ensure the safety of staff, physical site security, development of human resources, operational efficiency, and excellence in service quality.

• Uphold high standards of ethical and professional conduct through individual performance.

• Collaborate with Account Management, Quality Assurance, Training, Recruiting, Workforce Management, IT, and the Client.

• Carry out additional related duties and assignments as needed.

⛳️ Requirements

• A bachelor’s degree from an accredited institution or equivalent professional experience.

• Two to three years of experience in contact center management.

• At least two years of management experience within a call center environment.

• Currently serving as a supervisor or in a higher position.

• Exceptional skills in TOPS implementation.

• Experience in managing programs that have diverse service objectives, agent skill requirements, and technical solutions.

• Strong verbal, listening, written, and oral communication abilities.

• Proven record of excellent attendance.

• Some travel may be necessary.

• Proficient in Microsoft Office, specifically with advanced Outlook functions and complex Excel capabilities.

• Experience in concurrently managing multiple programs is advantageous.

• Background in the strategic development and implementation of operating policies, procedures, and work process improvements.

• Must reside within the United States.

• Must be eligible to work in the United States without sponsorship.

🏝️ Benefits

• Medical, vision, and dental coverage.

• Employment Assistance Programs.

• Health and personal time off (HPT).

• Leave programs available as eligible.

• Competitive 401(K) plans.

• Life insurance coverage.

• Supplemental medical insurance.

• Critical care insurance.

• Pet insurance options.

• Flexible Spending Account (FSA) plans.

• Discounts from retailers.

• Opportunities for career advancement.

• An inclusive and diverse workplace culture.

• Support for active-duty service members, veterans, and military families.