Operations Contact Center Assistant Manager

3 weeks ago

Fort Myers, United States Solera Holdings, Inc Full time

* Assistant Manager Job Description

Operations Contact Center Assistant Manager

We are currently seeking a highly motivated and adaptable Assistant Call Center Manager to lead our rapidly growing team. This position requires someone who can work well in a high paced organization and able to manage performance of multiple projects concurrently. Strong interpersonal skills are a must to cultivate and nurture high performing teams. Proven ability to track trends, identify opportunities and communicate recommended changes to senior level managers. Oversee established quality measures, recommend and implement changes as needed. Provide daily, monthly, weekly and quarterly reports on all call statistics for forecasting and analysis. Good writing and Microsoft Excel skills.

Role and Responsibilities:


* Lead Supervisors, Team Leads, Quality Assurance and other team members who perform critical role of executing Survey Research projects.
* Attend project kick-off meetings and actively participate in shaping a successful launch.
* Manage for performance and productivity by utilizing defined key metrics such as ACW, Pause Time, PR, etc., and tracking its trends as well as identifying areas for improvement as needed.
* Responsible for reporting any issues relating to performance, productivity and quality to the Call Center Manager and the Director of Operations.
* Work collaboratively with and coach Supervisors to ensure they use available data, tools and resources to improve performance and productivity. This includes appropriate usage of analytics, reports and tablets or other tools to aide in managing for performance and productivity by Supervisors and Team Leads.
* Collaborate with Call Center Manager to ensure quality of our data collection team. This includes meeting the ISO Quality Standards, projects contractual obligations on monitoring, and delivering quality training program for training and coaching newly hired temporary, permanent and remote interviewers.
* Work closely with the Quality Assurance Supervisor and the QA Team to ensure appropriate level of quality is achieved and maintained across all Solera Call Centers.
* Collaborate with the Director of Operations and Call Center Manager on needed tools within the call centers to ensure optimization and quality of tasks. Translate requirements to Technical Services team to ensure appropriate tool is delivered.
* Meet the expectations and requirements of internal and external clients.
* Mentor and develop staff for succession.
* Other duties related to managing for performance, productivity and quality may also be assigned as needed.
* Basic Qualified
* 3 years Call Center Experience
* 5 years of Management and or Supervisor Experience
* High School Diploma
* Preferred:


* BA Degree

EQUAL OPPORTUNITY EMPLOYER

SOLERA HOLDINGS, INC., AND ITS US SUBSIDIARIES (TOGETHER, SOLERA) IS AN EQUAL EMPLOYMENT OPPORTUNITY EMPLOYER. THE FIRM'S POLICY IS NOT TO DISCRIMINATE AGAINST ANY APPLICANT OR EMPLOYEE BASED ON RACE, COLOR, RELIGION, NATIONAL ORIGIN, GENDER, AGE, SEXUAL ORIENTATION, GENDER IDENTITY OR EXPRESSION, MARITAL STATUS, MENTAL OR PHYSICAL DISABILITY, AND GENETIC INFORMATION, OR ANY OTHER BASIS PROTECTED BY APPLICABLE LAW. THE FIRM ALSO PROHIBITS HARASSMENT OF APPLICANTS OR EMPLOYEES BASED ON ANY OF THESE PROTECTED CATEGORIES.

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