Call Center Assistant Manager-Onsite

The Call Center Assistant Manager is responsible for all day-to-day activities within the inbound Call Center group -- managing the team and processes to produce the most efficient, effective and highest possible results. This involves effective coaching, development, and performance management of the team, managing Call Center staff and service coverage, providing solutions when necessary, and building and motivating a top performing team.
ESSENTIAL FUNCTIONS:

• Provide daily direction and communication to employees to ensure calls are answered in a timely, efficient, professional, and knowledgeable manner.
• Coaches' employees to reached desired sales goals and targets.
• Monitors employee performance to assure that all goals are achieved.
• Must have a roll-up your sleeves can do attitude: We are not a culture of delegation.
• Takes corrective action, and counsels' employees on performance, attendance and other areas of improvements.
• Prepare work schedules, performance and reports.
• Continuously review and implements process improvements.
• Plans, directs and evaluates the workflow, as well as coordinates work activities to achieve expected goals.
• Develop contests and employee recognition programs to spur healthy competition, team environment and a positive service atmosphere.
• Handles and resolves escalated patient calls and inquiries.
• On occasions the supervisor will have to fill-in for callers and handle the day-to-day tasks
• Ability to interpret Call Center reports on abandon rates, inbound calls, outbound and overall call volume.
• Ability to derive staffing and coverage needs based on overall call volume.
• Ability to interpret Call Center statistics and adjust staffing levels to handle projected call levels.
• Ability to coach, mentor and train Call Center analysts
• Implement measurements/KPI's designed to benchmark Call Center performance.
• Translate for business purposes how call volume in an out bound correlates to business performance.

• Knowledgeable of telephone Call Center systems
• Proven leadership skills to effectively develop, lead, inspire and motivate a high performing team.
• Solid multi-tasking, prioritization and organizational skills
• Ability to work in a fast paced, quickly changing environment.
• Ability to work analytically to identify qualitative or quantitative trends and take appropriate action.
• Effective problem solver
• Exceptional written and verbal communications skills

• Must have a proven track record of managing high performing teams.
• 2+ Years supervisory or lead experience (to include direct coaching and counseling)
• Demonstrated experience handling escalated callers, service issue, and employee conflicts.
• Bilingual / English / Spanish (or) English Russian (or) English Greek is a plus.
• Schedule flexibility to cover 1 weekend day.

• Medical, Dental, and Vision insurance plans
• 401k with company match
• Flexible schedule
• Great growth opportunities!