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, identifying and facilitating opportunities to improve productivity and efficiency.

• Creates recovery plans for missed Service Level Agreements and submits to clients
• Develops and implements systems to ensure Supervisors are meeting the financial metrics assigned to projects
• Gathers information for weekly billing for assigned projects
• Assists with hiring and training new staff, and completes performance evaluations that are timely and constructive
• Conducts meetings with clients and presents production data, improvement plans, workflow processes, and production processes
• Effectively executes quality management processes to ensure quality metrics are met

Requirements

• 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-solving skills
• Organized with attention to detail.
• Ability to resolve customer complaints and issues while maintaining a professional and calm demeanor.
• High School Diploma or equivalent is required; bachelor’s degree is preferred.