ASSISTANT CALL CENTER MANAGER

JOB FUNCTION: Administrative Support
JOB TYPE: Direct Hire
LOCATION: Montclair, NJ

COMPENSATION: $65k
MINIMUM EDUCATION: Bachelor's Degree
POSTED: Feb 8, 2019

Our client is growing in the fashion and retail industry, looking to staff an Assistant Call Center Manager.

Salary/Hourly Rate:
 $65K

Position Overview: 
The Assistant Call Center Manager is responsible for managing the customer service team. They will be responsible for managing all aspects of the team and working with the Call Center Manager interviewing, training, and coaching the representatives as they provide support to the customers. The Assistant Call Center Manager must have previous supervisor and/or related leadership experience in a team.

Responsibilities of the Assistant Call Center Manager:

  • Act as the mediator between many departments
  • Provide training to new representatives for a better understanding of the services, products, and troubleshooting techniques
  • Work directly with Call Center Manager to lead the representatives as they provide support to customers
  • Analyze call center data, and focus on improving performance and processes in an effort to better support customers

Qualifications of the Assistant Call Center Manager:

  • Must have exceptional communication, interpersonal and customer service skills
  • Must have previous experience working in a call center or call center environment
  • Previous supervisor and/or related leadership experience managing a team
  • Comprehensive knowledge of company policies and offerings
  • Prior working knowledge of call center productivity statistics, service levels, scheduling, first call resolution, wait time, wrap up time, and call abandonment
  • Must have computer skills and be familiar with Kaizen or 6Sigma

Education Requirements: 

  • Bachelor’s Degree preferred

Benefits: M/D/V, 401(k) with a match, PTO, and more

POSITION ID: 70335

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