Assistant Manager-Operations

Sagility•Work@Home Texas (MST), TX

18d•Remote

About The Position

The Assistant Manager-Operations assists in managing overall account performance and financial profits by coaching and developing Senior Supervisors and ensuring successful day-to-day operations. The role provides operational leadership and support to direct reports, monitors service performance against client and organizational goals, and works across teams to improve processes, service quality, and profitability. The position is based at Work@Home in the United States.

Requirements

High school diploma or equivalent required.
At least 2 years of experience in customer service, a call center, or a related field, including 1 year in management.
Exceptional interpersonal, customer service, problem-solving, verbal and written communication, and conflict-resolution skills.
Proficiency with computers, software applications, phone systems, and other necessary technology.
Ability to improve or transform team processes across organizational functions.
Ability to understand basic data and take appropriate action.
Ability to improve individual and team efficiency and productivity through effective metric management.
Ability to coach, train, motivate employees, and evaluate their performance.
Ability to strategically lead and develop a team toward improved performance.
Ability to delegate and manage workloads and projects across organizational functions.
Ability to lead continuous-improvement work streams related to call-center metrics and monitoring tools.
Ability to problem-solve, handle conflict, anticipate issues, troubleshoot problems, and proactively develop creative solutions.
Advanced customer focus and customer service skills.

Nice To Haves

Bachelor's degree in Business Administration or a related field, or equivalent.
Healthcare industry experience.
Basic financial analysis skills, including cost-effectiveness and cost-benefit analysis.

Responsibilities

Provide day-to-day leadership, coaching, and development support to direct reports (Senior Supervisors).
Regularly review operating statistics to ensure client and organizational goals are met for service quality and timeliness, including quality monitoring scores, customer satisfaction, account notations, call handle times, abandon rates, service levels, and line adherence.
Identify process improvement opportunities and work within the organization to implement timely resolutions that increase client satisfaction and/or company profitability.
Oversee enhancements to client programs or servicing, including staffing, training, attendance, and quality.
Work with Account Management and Workforce Management to optimize staffing and balance client servicing objectives with company profitability.
Ensure service quality for all work performed by employees.
Participate in client visits and roundtables, providing input on program performance and potential new programs.
Coordinate with the Manager Operations to balance individual team needs with those of the organization.
Provide growth and development opportunities.
Promote teamwork and cooperative effort.
Help train and guide Supervisors, Senior Supervisors, and CSRs.
Maintain a clean, safe, and unobstructed work area and practice good safety habits.
Provide internal and external customers with high-quality service.
Perform other duties as assigned.