Contact Center Assistant Operations Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Support the development, execution, and enhancement of daily operations within the contact center for inbound technical and customer service assistance.

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

• Oversee compliance and reporting for center operations, including forecasting call volumes and staffing needs, meeting client service commitments, managing budgets, and tracking payroll and related metrics.

• Supervise the daily functions of the contact center and engage in business planning activities.

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

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

• Coordinate with Account Management, Quality Assurance, Training, Recruiting, Workforce Management, IT, and the client.

• Undertake additional related duties and tasks as necessary.

⛳️ Requirements

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

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

• Currently holding a supervisory role or higher.

• Strong skills in TOPS implementation.

• Experience in managing programs with diverse service objectives, varying agent skill sets, and technical solutions.

• Excellent verbal, listening, and written communication skills.

• Consistent attendance record.

• Some travel may be necessary.

• Proficient in Microsoft Office, particularly advanced Outlook features and complex Excel functions.

• At least two years of experience in call center management.

• Experience managing multiple concurrent programs is advantageous.

• Background in strategic development and implementation of operational policies, procedures, and process improvements.

• Must reside within the United States.

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

🏝️ Benefits

• Comprehensive health benefits, which may include medical, vision, and dental coverage.

• Resources for mental health and well-being.

• Access to Employment Assistance Programs.

• Health and personal time off (HPT).

• Leave programs available as eligible.

• Competitive 401(K) retirement plans.

• Life insurance coverage.

• Supplemental medical insurance options.

• Critical care insurance available.

• Pet insurance options.

• Flexible Spending Account (FSA) plans.

• Discounts from various retailers.

• Opportunities for career advancement.

• A workplace culture that is inclusive and diverse.

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