Assistant Manager Operations

Directly assists the Call Center Manager in organizing and directing the day-to-day activities related to the operation of the Call Center. Assists in managing, training & guiding call center supervisors in performing their duties. Collects and analyze call-center statistics

Job Summary:

Directly assists the Call Center Manager in organizing and directing the day-to-day activities related to the operation of the Call Center. Assists in managing, training & guiding call center supervisors in performing their duties. Collects and analyze call-center statistics

Responsibilities:

• Assists in determining call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; defining user requirements; productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.
• Assists in maintaining and improving call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs.
• Assists in accomplishes call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
• Assists in driving improvements in overall service levels, transactional efficiencies and cost management.
• Provide leadership to front line Supervisors, ensuring operational and coaching practices are implemented and updated as needed to drive performance results and employee development.
• Assists in identifying creative ways to reduce cost by streamlining processes and systems (i.e. modification of responsibilities or consolidation of tasks, elimination of non-value added processes, or complete re-engineering of processes and systems).
• Assists in driving continuous improvement through trend reporting analysis and metrics management
• Offers new ideas and suggestions for improvement.
• Assists in identifying and implementing new practices and processes that are “best in field".
•  Demonstrates a commitment to customer service; anticipates, meets and exceeds expectations by solving problems quickly and effectively; making customer issues a priority.
•  Confers with reporting manager on complex or unusual situations.
•  Exchanges knowledge and information with other iQor facilities to ensure best practices are shared throughout the iQor organization.
• Ensures 100% adherence to all company policies and procedures (i.e. Security, Health, Safety and Quality).
•  Maintains discretion and confidentiality in all areas pertaining to systems, data and proprietary information, whether internal to iQor or customer specific.
•  Interprets a variety of instructions furnished in written, oral, diagram or schedule form.
•  Understands and embraces the business and call center operations strategic direction.
• Performs other duties as assigned.

Skills Requirements:

• 3 or more years of call center experience in collections/sales/customer service/technical support.
• 1 or more years of managing supervisors experience.

Education Requirements:

• High school diploma, or equivalent required.
• A relating degree will be an asset

Physical Requirements:

Occasionally exert up to 10 lbs. of force to push, pull, lift or otherwise move objects. Have visual acuity to perform activities such as preparing and analyzing data; and/or viewing a computer terminal. Speak, type and/or sit for extended periods of time.

Consistent attendance is an essential function of the job.