ASC Operations Manager

4 days ago

Pompano Beach, United States Answering Service Care Full time
Answering Service Care is seeking a skilled and experienced Manager to join our team. This manager will be responsible for overseeing the day-to-day answering service operations of one of our Industry Divisions and building and retaining a high-performing team; in turn, refining existing and developing new services to deliver value to our clients, optimizing the team's performance and quality of service, while aiming for goals in client satisfaction and growth. This is an in-office position and requires reporting to work at our Margate, FL headquarters.

About Us:

Answering Service Care is a family-owned and operated business. Since 1974, we have been powered by Smiling Faces that Care about our co-workers, our mission, and our communities. We provide live telephone answering services to companies nationwide, including hundreds in multiple Industries. We are passionate about delivering exceptional customer service experiences and are looking for a Manager who shares our values and is ready to lead by example.

What You'll Do:

As a Manager, you will play a pivotal role in nurturing and growing our team of Smiling Faces. Your responsibilities will include:

  • Providing strong leadership to foster a culture of positivity, accountability, and empathy.
  • Setting, measuring, and achieving operational KPIs.
  • Analyze data and reports to evaluate staff performance and recognize top performers through kudos and awards.
  • Monitor and track the performance of the division and identify areas for improvement.
  • Build, nurture, and retain a team of Answering Service Operators.
  • Work closely with HR to interview and hire new talent who aligns with our needs the overall company culture, and core values.
  • Train new hires on skills for succeeding and develop continuing education to coach and refresh employees on core and new skills and requirements.
  • Develop monthly, quarterly, and annual goals/action plans for the team to achieve.
  • Meet and calibrate with our Customer Success team's Account Manager. To keep a finger on the pulse of client feedback and expectations, a partnership to grow the client base.
  • Collaborate with other managers and departments within the company to ensure the smooth operation of your division.
What We're Looking For:

We're seeking a dynamic individual who brings the following skills and experience to the table:
  • Minimum 5 years of experience in customer service, with a minimum of 2 years in a management or leadership role.
  • Bachelor's Degree in Business Management and/or related field.
  • Strong leadership and interpersonal skills, with the ability to motivate and develop a productive team.
  • Excellent communication skills, with the ability to effectively manage relationships.
  • Thrive in a fast-paced environment and tackle opportunities with strong problem-solving and decision-making skills.
  • Ability to work independently, organize, and manage multiple tasks and priorities.
  • Proficiency in Windows applications, Web applications, MS Office, Google Docs, and other modern business applications.
  • Dependability and flexibility are key. Must maintain a stellar attendance record, always punctual, dependable, and flexible.
  • Approachable, engaging, and always ready to greet challenges with a smile. Must genuinely care about people and be sensitive to diverse and challenging scenarios.
What We Offer:
  • 401k with company match (50% match up to 6% of wages invested)
  • Paid holiday/vacation/personal time
  • Direct deposit (paid weekly)
  • Health/Dental/Vision Benefits
  • Fully Sponsored Employee Assistance Program (free to ALL employees)
  • Childcare Reimbursement (up to $375 per month)
  • Gym membership reimbursement (up to $15 per month)
  • And many more benefits

If you're ready to spread our culture and build a team of Smiling Faces, please submit your resume and a letter of interest outlining the attributes that make you the ideal candidate at Answering Service Care. We look forward to meeting you

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