Assistant contact center manager

Job Overview:

The Assistant Contact Center Manager (ACCM) will support the Contact Center Manager in overseeing the daily operations of the contact center. The role focuses on ensuring service excellence, achieving customer satisfaction, and meeting performance goals. The ACCM will collaborate with team leaders to provide guidance, training, and support to ensure optimal performance of customer service representatives.

Key Responsibilities:

• Assist in managing and monitoring the daily operations of the contact center.
• Lead, coach, and mentor a team of customer service representatives and supervisors.
• Ensure that customer service metrics such as response time, satisfaction, and resolution rates are met.
• Analyze operational performance and create strategies to improve service quality.
• Handle escalated customer complaints and provide solutions promptly.
• Assist in workforce management, including scheduling and staffing needs.
• Collaborate with other departments to ensure seamless service delivery.
• Prepare reports and present performance insights to upper management.
• Maintain a positive work environment, promoting employee engagement and professional growth.
• Ensure adherence to company policies, procedures, and customer service standards.

Qualifications:

• Bachelor's degree in business administration, communications, or a related field.
• 1-5 years of customer service experience
• Excellent verbal and written English communication skills.
• Strong leadership, problem-solving, and conflict-resolution abilities.
• Familiarity with contact center tools and software (CRM, call monitoring systems).
• Ability to work under pressure and meet deadlines.

Skills

• Excellent interpersonal and communication skills.
• Proficient in Microsoft Office Suite.
• Familiarity with customer relationship management (CRM) systems.
• Strong analytical and reporting skills.
• Ability to work under pressure and meet deadlines.
• Knowledge of customer service best practices.
• Basic understanding of telecommunications products and services.