Contact Center Assistant Manager

Citizens • Johnston, RI

3d • Hybrid

About The Position

The Contact Center Assistant Team Leader provides support to the Team Lead. This role will assist in the supervision and coaching of Specialists, ensuring a high level of service is delivered within the Contact Center. The Assistant Team Leader will coach on enhancing customer relationships and ensuring customer requests are handled effectively including transactions, inquiries, and concerns, giving direction and clarity when needed. The Assistant Team Leader will further ensure the team’s skill sets are continually enhanced. Communication, implementation, and interpretation of procedures to generate clarity and consistency within the team will be high priority. The Assistant will be expected to ensure service levels are maintained by pro-actively identifying trends and making recommendations for improvement. The candidate will serve as a resource in the resolution of complex problems and provide training to staff including quality review of work. May recommend and communicate a variety of colleague performance improvement actions to the Team Leader. Other responsibilities will include, but are not limited to, conducting and documenting call observations (CFIR’s), participating in recruiting efforts, facilitating colleague engagement activities, participating in various meetings with partners of all levels to enhance customer and colleague experience, as well as other ad-hoc projects, special assignments and duties as needed. Leadership Accountabilities: Business Management & Planning: Be aware and understand the business objectives and how they relate to the role. Oversee and support the day-to-day department production activities. Ensure team members have a clear idea of what is expected of them and to what standard. Process/Continuous Improvement: Contribute to the improvement of the customer and colleague experience. Encourage and respond to process improvement ideas from team members and partners. Customer Service: Role model the desired behaviors that drive our customer service values. Exemplify the Credo. Risk Management: Identify, minimize, and escalate risk where appropriate. Recruitment & Onboarding: Assist the Team Leader in identifying top talent, provide training and an exceptional onboarding experience to new hires. Team Development: Actively participate in own professional development while supporting team members with training, skill development/enhancement. Performance Management: Provide input in the performance review process, assist team members in achieving the objectives and targets linked to the business goals and ensure appropriate behaviors are demonstrated ("what" is expected and "how" they are expected to achieve objectives).

Requirements

• Thorough knowledge of products and services
• World class customer service skills with strong problem resolution skills
• Coach to exceptional customer experience and need-based enhancements
• Leadership skills to foster collaboration, respect and harmony amongst team
• Excellent time management and organizational skills; goal driven with a desire to exceed sales and productivity goals
• Team player with strong coaching/mentoring abilities
• Strong verbal, written and interpersonal skills
• Ability to multi-task and work independently in a fast paced work environment while meeting deadlines.
• Strong, working knowledge of Office products
• High School or equivalent required
• 2 – 3 years related call center experience

Nice To Haves

• Associate Degree preferred, or 2-3 years of experience in lieu of degree

Responsibilities

• Provide support to the Team Lead.
• Assist in the supervision and coaching of Specialists.
• Ensure a high level of service is delivered within the Contact Center.
• Coach on enhancing customer relationships and ensuring customer requests are handled effectively.
• Ensure team’s skill sets are continually enhanced.
• Communicate, implement, and interpret procedures to generate clarity and consistency within the team.
• Ensure service levels are maintained by pro-actively identifying trends and making recommendations for improvement.
• Serve as a resource in the resolution of complex problems.
• Provide training to staff including quality review of work.
• Recommend and communicate colleague performance improvement actions to the Team Leader.
• Conduct and document call observations (CFIR’s).
• Participate in recruiting efforts.
• Facilitate colleague engagement activities.
• Participate in various meetings with partners of all levels to enhance customer and colleague experience.
• Undertake ad-hoc projects, special assignments and duties as needed.
• Be aware and understand business objectives and how they relate to the role.
• Oversee and support day-to-day department production activities.
• Ensure team members have a clear idea of what is expected of them and to what standard.
• Contribute to the improvement of the customer and colleague experience.
• Encourage and respond to process improvement ideas from team members and partners.
• Role model desired behaviors that drive customer service values.
• Exemplify the Credo.
• Identify, minimize, and escalate risk where appropriate.
• Assist the Team Leader in identifying top talent.
• Provide training and an exceptional onboarding experience to new hires.
• Actively participate in own professional development.
• Support team members with training, skill development/enhancement.
• Provide input in the performance review process.
• Assist team members in achieving objectives and targets linked to business goals.
• Ensure appropriate behaviors are demonstrated.

Benefits

• Equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, ancestry, color, citizenship, physical or mental disability, perceived disability or history or record of a disability, ethnicity, gender, gender identity or expression, genetic information, genetic characteristic, marital or domestic partner status, victim of domestic violence, family status/parenthood, medical condition, military or veteran status, national origin, pregnancy/childbirth/lactation, colleague’s or a dependent’s reproductive health decision making, race, religion, sex, sexual orientation, or any other category protected by federal, state and/or local laws.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED