Position Summary
The Assistant Call Center Manager will be responsible for supporting the Call Center Manager with the day-to-day operations of the center. The role will include hiring and managing staff. Additionally, this person will play a key role in adjusting practices to increase efficiency and productivity within the call center. The position requires diplomacy, problem solving skills, motivation, and the ability to work independently and in teams. The position reports to the Call Center Manager.
Primary Responsibilities
- Support Call Center Manager in hiring, training, and managing staff including scheduling and payroll
- Contribute to the development of Call Center objectives, standardized processes and associated documentation
- Analyze call center performance data and prepare and interpret associated reports
- Assist in staff evaluations and performance reviews
- Provide administrative support
- Communicate clearly and professionally with internal teams at DIR and external vendors
- Develop technical processes
- Support Call Center Representatives by documenting procedures and providing training
Requirements
- Bachelor’s degree
- Four years call center managerial experience
- One year of experience in survey research or a related field (preferred)
Key Competencies
- Strong leadership skills including communication, problem-solving, and conflict resolution
- Familiarity with call center technology including Mitel telephone systems, Kronos, and Voxco (preferred)
- Familiarity with social science research (preferred)
- Strong analytical abilities
Typical Physical Demands and Working Conditions
- Requires sitting, standing, and bending and a normal range of hearing and vision.
Typical Physical Demands and Working Conditions
- Requires sitting, standing, and bending and a normal range of hearing and vision.
70195.00 To 78619.00 (USD) Annually
