Contact Center Assistant Manager

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. Primary Responsibilities: Monitors departmental performance,identifyingandfacilitatingopportunities to improve productivity and efficiency. Creates recovery plans for missedService Level Agreementsandsubmitsto clients Develops and implements systems to ensure Supervisors are meeting the financial metrics assigned to projects Gathers information for weekly billing for assigned projects Assistswithhiringandtrainingnew staff, and completes performance evaluations that aretimelyand constructive Conductsmeetings with clients and presents production data, improvement plans, workflow processes, and production processes Effectively executes qualitymanagement processes to ensure quality metrics are met 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-solvingskills Organized with attention to detail. Ability to resolve customer complaints and issues whilemaintaininga professional and calm demeanor. High School Diploma or equivalent is required; bachelor’s degree is preferred. Health Care Plan (Medical, Dental & Vision) Retirement Plan (401k) Life Insurance (Basic, Voluntary & AD&D) Paid Time Off Short Term & Long Term Disability Training & Development Wellness Resources $55,000.00 #J-18808-Ljbffr Datamark, Inc.