Contact Center Assistant Performance Manager

: The Assistant Performance Manager will supervise daily operations and personnel aiming for maximum efficiency and cost-effectiveness. The candidate will also ensure that technology is utilized to a maximum and that staff are well-organized and productive. This incumbent must be organized, reliable and results-driven professional. They must have a practical mind to solve problems on the spot partnered with an ability to see the “big picture” and make improvements. This position will fill gaps throughout the Operation with a primary focus to support multiple teams at any given time. Job Responsibilities:

• Develop objectives for the call center's day-to-day activities
• Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)
• Collect and analyze call-center statistics (sales rates, costs, customer service metrics etc.)
• .Assume responsibility of budgeting and tracking expenses
• Hire, coach and provide training to personnel to maintain high customer service standards.
• Monitor and improve ordering, telephone handling and other procedures
• Evaluate performance with key metrics (Sales, SL, ABN, Adherence and Quality.)
• Prepare reports for different departments or upper management
• Manage and support Contact Center Agents.
• Focus on Sales creating best practices for new and existing initiatives

Minimum Qualifications:

• Bachelor's Degree or 5 years equivalent experience is required.
• Proven experience as call center manager or similar position
• Experience in call center customer service is required
• Knowledge of performance evaluation and customer service metrics
• Solid understanding of reporting and budgeting procedures
• Experience in basic financial analysis (cost-effectiveness, cost-benefit etc.)
• Proficient in MS Office and call center equipment/software programs
• Outstanding communication and interpersonal skills
• Excellent organizational and leadership skills with a problem-solving ability
• Brings a positive and patient approach to this role

WSFS Bank is inclusive and supportive of individual needs. If you have a physical or other impairment that might require an accommodation, including technical assistance with the WSFS Bank Careers website or submission process, please contact us via email at View email address on us.edajobs.com. WSFS is an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.