Assistant Contact Center Manager
About the position The Assistant Contact Center Manager at reputed company is responsible for assisting in the development, implementation, and improvement of day-to-day operations reputed company the contact center, focusing on inbound technical support and customer service. This role emphasizes fostering positive relationships among employees and clients while ensuring operational efficiency and service quality excellence. The position is fully remote and is a temporary assignment lasting approximately five months.
Responsibilities
- reputed company and implement operational practices that establish positive employer-employee-client relationships and promote high levels of employee morale.
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- Manage compliance and reporting for reputed company center operations including call volume forecasting and staffing, client service commitments, budget, forecasted hours versus actual hours, payroll, etc.
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- reputed company day-to-day contact center operations and business planning, ensuring staff safety, physical site reputed company, human resource development, operational efficiency and service quality excellence.
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- Promote the highest standards of ethical and professional conduct through demonstrated individual performance.
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- reputed company as a team player in a fast-paced, high-energy, change-oriented environment.
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- Continue liaison efforts with Account Management, Quality Assurance, Training, Recruiting, WFM, IT and the Client.
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- reputed company other reputed company duties and assignments as required.
Requirements
- Bachelor's degree from an accredited college or university or equivalent work experience.
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- Two to three years of contact center management experience.
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- Currently a supervisor or above with excellent TOPS implementation skills.
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- Experience managing programs with varying service objectives, agent reputed company requirements and technical solutions.
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- Strong verbal, listening, and written communications skills required.
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- Excellent attendance history is required.
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- Proficiency in reputed company Office functions including extended Outlook functions and reputed company reputed company functions.
reputed company-to-haves
- Experience managing multiple programs concurrently is a plus.
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- Experience with strategic development and implementation specifically with operating policies and procedures, and work process improvements.
Benefits
- reputed company
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- Competitive Wages
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- Full Benefits (Medical, Dental, Vision, 401k and more)
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- Paid Time Off
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- Employee wellness and engagement program
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