Assistant Manager of Consumer Affairs

ESSENTIAL FUNCTIONS:

• Manages designated client groups as defined by agent group(s) assignments.
• Establishes and maintains program direction/changes and communicates with clients on daily basis.
• Anticipates client needs and identifies and suggests opportunities and ideas/innovations to the client.
• Monitors calls and walks the contact center floor to provide support of operations and quality assessments for client.
• Oversees personnel for client groups by allocating work through supervisors, contact center representatives and administrative supports.
• Provides ongoing coaching and development for direct reports.
• Oversees all personnel related issues for associates assigned to client group(s) within department.
• Participates in planning meetings to support departmental and associate growth.
• Coordinates and monitors daily work flow to ensure smooth operations, cost containment, and quality.
• Administers policies and procedures to assure consistency and equitable treatment.
• Travel to client's workspace for training on their CRM

COMPETENCIES:

• Service Oriented\Internal Customer Service
• Decision Making
• Problem Solving
• Focus on Results
• Continuous Improvement & Innovation
• Building Talent/Inspiring Motivating/Rewarding/Diversity & Inclusion
• Teamwork & Collaboration
• Conflict Resolution
• Interpersonal Communication

REQUIREMENTS:

EXPERIENCE: 1-3 years of supervisory experience in a fast-paced, customer service environment and supervisory experience in an inbound contact center.

COMPLEXITY: Manages team of full case specialists. Responsibilities include participation in the hiring process; training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems. Utilizes good judgement, exercises decision making skills, and demonstrates leadership qualities. Excellent oral and written communication skills. Manages client expectations.

WORKING RELATIONSHIPS: Interfaces with both internal and external clients, customers and vendors. Proactively partners with other departments to provide information and feedback, analyze reports for continuous improvement and resolve customer/client issues.

ADDITIONAL REQUIREMENTS: Actively promotes the corporate mission and value statement. Flexible work schedule including nights, weekends, holidays, and on-call status. Limited travel required. Assumes additional responsibilities as assigned.

SPECIAL REQUIREMENTS: Prior Leadership Experience