Assistant Manager, Solutions Center

Aventiv Technologies•Houston, TX

6d•$55,783 - $63,593•Hybrid

About The Position

The Assistant Manager, Solutions Center supports the Manager, Solutions Center in the day-to-day leadership and performance of the Solutions Center. This position has a primary focus on people leadership, employee development, training, attendance, performance management, and operational execution. The Assistant Manager works closely with Tier I Supervisors to ensure employees are appropriately coached, trained, scheduled, engaged, and held accountable to established performance, quality, customer service, attendance, and compliance expectations. The position serves as a key leadership resource for Supervisors and employees, translating departmental goals and established standards into consistent day-to-day execution. The Assistant Manager provides visibility to the Manager regarding employee performance, attendance trends, training needs, supervisory effectiveness, and operational concerns.

Requirements

Demonstrated leadership experience in a contact center, technical support, or customer service environment.
Strong coaching, mentoring, and employee development skills.
Strong understanding of attendance, schedule adherence, performance management, and employee accountability.
Excellent verbal and written communication skills.
Ability to communicate expectations clearly and provide constructive feedback.
Strong conflict resolution and problem-solving skills.
Ability to analyze employee and team performance data and identify trends.
Strong organizational skills and attention to detail.
Ability to manage multiple priorities in a fast-paced, 24-hour/7-day operating environment.
Ability to collaborate effectively with employees, Supervisors, Managers, Training, and other departments.
Demonstrated ability to maintain confidentiality and exercise sound judgment when handling employee matters.
Working knowledge of customer service, technical support, ticketing, quality assurance, and contact center operations.
Ability to work independently while maintaining alignment with the Manager and established departmental objectives.
High school diploma or GED.
5+ years of experience in a contact center, technical support, customer service, or related environment.
2+ years of supervisory or leadership experience.
Demonstrated experience coaching, developing, and managing employee performance.
Experience working with attendance, schedule adherence, quality, productivity, or customer service performance metrics.

Nice To Haves

Associate or bachelor's degree or related field of study.
Prior experience supporting multiple teams or Supervisors.
Prior experience in a technical/contact center environment.
Experience supporting training, onboarding, or employee development programs.
Experience with performance reporting, quality assurance, and workforce management systems.

Responsibilities

Provide day-to-day leadership, coaching, and support to Solutions Center Supervisors to ensure consistent leadership practices, employee development, accountability, and operational effectiveness.
Monitor team and individual performance metrics, including productivity, quality, customer service, compliance, attendance, and schedule adherence, and partner with Supervisors to address performance gaps.
Review operational and workforce trends, identify risks impacting service delivery, and escalate staffing, attendance, performance, or employee relations concerns to the Manager as appropriate.
Support employee engagement initiatives by fostering a positive, accountable, and performance-focused work environment that promotes development, recognition, and retention.
Partner with Supervisors to deliver timely coaching, feedback, performance improvement efforts, and corrective actions consistent with company policies and leadership direction.
Assist in identifying training and development needs and coordinate onboarding, coaching, and continuous learning activities to improve employee effectiveness and knowledge.
Serve as a communication liaison between leadership and frontline teams, ensuring operational updates, process changes, expectations, and business initiatives are consistently communicated and executed.
Assist with resolving day-to-day operational, employee, and customer issues, including escalated matters requiring leadership support.
Participate in recruiting, interviewing, onboarding, and talent development activities, including identifying future leadership candidates and supporting workforce planning discussions.
Analyze performance, quality, attendance, and operational data to identify trends, provide recommendations, and support informed decision-making by leadership.
Maintain accurate documentation related to employee coaching, attendance, performance management, and development activities in accordance with company requirements.
Partner closely with the Manager, Solutions Center to support departmental objectives, operational initiatives, employee engagement efforts, and overall team effectiveness.
Assume designated leadership responsibilities in the Manager's absence and perform other duties as assigned.