Assistant Contact Center Manager

Overview:PURPOSE OF POSITIONDevelop, implement, assess and improve day to day operations of inbound call center in order to meet and exceed all aspects of client needs and requirements according to policies and proceduresResponsibilities:Assist in the development and implementation of operational practices that establish positive employer-employee-client relationships and promote high levels of employee morale

Assist in the management of compliance and reporting for all call center operations including call volume forecasting and staffing, client service commitments, budget, forecasted hours versus actual hours, payroll, etc.

Oversee day to day call center operations and business planning ensuring staff safety, physical site security, human resource development, operational efficiency and service quality excellence

Oversee center wide human resources, recruiting and training departments

Perform other related duties and assignments as required and as assigned by supervisor or other management

Thrive as a team player in a fast paced, high energy, change oriented environment

Ensure all policies and procedures are adhered to including, but not limited to Security, HR, Operations, etc., and that any known infractions are communicated to the proper management immediately

Qualifications:College degree preferred or equivalent work experience

Three years of call center management experience with two years of inbound operations management

Strong verbal, listening and written communications skills, as well as outstanding interpersonal skills required

Experience supporting operations with greater than 500 staff

Must have proficiency in Microsoft Office functions including extended Outlook functions and complex Excel functions

Excellent attendance history is required

Must pass mandatory background checks which may include pre-screenings, illegal drug tests and credit checks