Assistant Operations Manager
We are seeking a motivated and experienced Assistant Operations Manager to support and oversee the evening and weekend operations of our answering service. The ideal candidate will have a strong background in team management, process optimization, and performance analysis to ensure smooth operations and high levels of customer satisfaction. You will work closely with the operations manager to enhance team productivity, identify process improvements, and maintain a positive and efficient work environment.
Responsibilities
• Provide leadership, mentorship, and day to day oversite to a team of agents. Foster a culture of excellence, accountability, and continuous learning.
• Act as a resource to assist with routine questions, escalations, and issues.
• Escalate any immediate client needs/issues to the appropriate member of management.
• Identify opportunities for operational and process improvements.
• Ensure team members complete all required regulatory and job specific training.
• Use all available resources to ensure emails, inbound calls, and messages are handled in an efficient manner.
• Monitor new hire progress/performance to track 90 day, 6 month, and continuing goals.
• Foster a positive and collaborative work environment.
• Ensure smooth transitions during policy updates, software changes, etc.
• Provide consistent communications, coaching, training, and support to agents.
• Serve as the subject matter expert on contact center tools and technologies.
• Build strong partnerships with agents and managers.
• Be available for overtime and be flexible to fill in any job duty when needed.
• Contribute to the ongoing growth of Excel by offering quality input and suggestions.
• Maintain harmony among agents and resolve grievances.
• Monitor People Praise daily to review KPIs. Address/assist agents as necessary.
• Create and maintain training schedule for new hires.
• Identify opportunities for additional and individual training.
Qualifications
• Versatility.
• Experience in handling escalations with a calm and customer (internal and external) centric approach.
• Ability to thrive in a fast paced and evolving environment.
• A high level of accountability, autonomy and self motivation with the ability to take ownership of a situation and identify solutions.
• A high sense of urgency.
• Able to make quick adjustments and to adapt to evolving information.
• Ability to foster a positive and productive work environment.
• Must adapt well to change and successfully set and adjust priorities as needed.
• Ability to prioritize situations in real time and address those situations with grace and composure.
• Strong technical aptitude with proficiency in navigating multiple systems and workflow tools.
Telecommunications
Management and Manufacturing
Full-time