Assistant Manager Operations
- Ensure internal methodology is followed to manage and run efficient operations.
- Manage day to day center operations in the absence of the Call Center Manager.
- Meet Service Level Metrics
- Work with support departments to ensure staffing strategies are effectively executed
- Document and communicate system and business process gaps
- Be directly responsible towards fostering the development of your team by motivating them and ensuring career advancement and a long-lasting and fruitful relationship of the team with the Company through timely & constructive feedback and counseling
- Meet or exceed revenue goal.
- Meet or exceed all performance goals.
- Meet or exceed all production goals
- Manage assigned shifts throughout the week (proper escalation, list management, strategic seating, etc.).
- Conduct cross-trains and up-train at the request of the Call Center Manager.
- Thoroughly and accurately re-cap the shift through a detailed End of Shift Report.