POSITION SUMMARY:

The Assistant Manager will assist in overseeing the team and how it performs routine procedures in order to maximize revenue and customer satisfaction.  The Assistant Manager will work alongside the Manager to develop future and repeat business opportunities through effective building and maintaining of a vibrant culture by training, mentoring and rewarding of agents on all levels.

RESPONSIBILITIES/DUTIES

• Assist with the daily operations of the contact centre

• Assist with in-house training and development, including initial training and continuous on the job training
• Continuously communicating with other departments and locations both internally and externally
•  Provide daily direction and communication to employees so that customer service calls are answered in a timely, efficient and knowledgeable manner.
• Provide continuous evaluation of processes, procedures and call centre metrics.
• Assist in analyzing training needs for CCC staff
• Assist in creating a professional and healthy work environment where open, positive communication is routinely practiced.

MINIMUM REQUIRED SKILLS AND SPECIALISED TECHNIQUES

1. Exceptional leadership and management skills
2. Ability to work lead and manage a team effectively
3. Ability to multitask
4. Work well under pressure
5. Excellent problem solving and negotiation skills
6. Must have impeccable customer service skills and be an excellent communicator
7. Ability to positively influence and motivate staff and peers

Education/Experience:

• Bachelor’s Degree in Business Management or a related area
• Minimum 2 years experience in Customer Contact Centre
• Minimum 2-3 years experience at the Supervisor/Management level
• Strong IT background would be an asset
• Good time management and interpersonal skills
• Ability to lead and motivate others
• Ability to administer appropriate quality control mechanisms
• Excellent customer service skills
• Expert on the department subject matter
• Proficient in Microsoft applications including Word, Excel & Outlook