Contact Center Assistant Manager

Datamark•El Paso, TX

5d•$55,000

About The Position

Contact Center Assistant Manager Join DATAMARK as a Contact Center Assistant Manager and take a pivotal role in providing exceptional service to our clients while leading our contact center team! In this role, you will be responsible for overseeing the day-to-day operations of the contact center, ensuring that all processes run smoothly and customer needs are met effectively.

Requirements

Bilingual in English and Spanish is required
Minimum of 6 years of experience in a contact center environment, with at least 4 years in a supervisory capacity.
Experience in a management role within a contact center for at least 1 year.
Strong proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, and Outlook).
Ability to thrive in a fast-paced environment and manage multiple priorities.
Excellent leadership and mentoring skills, ability to coach and mentor customer service representatives.
Demonstrated analytical/problem-solving skills
Organized with attention to detail.
Ability to resolve customer complaints and issues while maintaining a professional and calm demeanor.
High School Diploma or equivalent is required; bachelor’s degree is preferred.

Responsibilities

Monitors departmental performance, identifying and facilitating opportunities to improve productivity and efficiency.
Creates recovery plans for missed Service Level Agreements and submits to clients
Develops and implements systems to ensure Supervisors are meeting the financial metrics assigned to projects
Gathers information for weekly billing for assigned projects
Assists with hiring and training new staff, and completes performance evaluations that are timely and constructive
Conducts meetings with clients and presents production data, improvement plans, workflow processes, and production processes
Effectively executes quality management processes to ensure quality metrics are met