Assistant Manager

The Assistant Manager’s primary function is to lead, motivate, coach and develop Supervisors and Customer Service Representatives, as a team and as individuals, and to provide members and clients with high quality interactions in a fast paced, customer focused environment while meeting Company quality, productivity and service level standards.

• Actively lead, motivate, coach and develop Supervisors and empower them to effectively manage their customer service representatives
• Provide guidance and coaching to Supervisors to insure issues and processes are managed effectively, objectively, fairly, timely and accurately in accordance with Company and HR policies and practices
• Responsible for meeting Company targets for phone and email service levels and recommend staffing needs
• Managing the team to achieve and exceed Company service quality standards
• Recommend and implement process improvements to ensure Customer Service is operating efficiently and cost effectively
• Resolve and manage escalated client and member issues in an accurate and timely manner
• Actively manage and resolve floor issues as they arise on a timely basis, communicating escalated issues or trends to the Management Team as appropriate
• Assist HR in recruiting and hiring Supervisors, and other Customer Service personnel
• Communicate effectively with other Company departments and outside vendors, e.g. QA, Sales, Account Management, Marketing, IT in order to understand client and customer programs and recommend and implement customer service improvements
• Promote teamwork and work well with other department management to effectively manage the center , especially when call center management is not available.
• Complete assignments as requested by Management, accurately and on a timely basis

• Minimum 5-7 years experience as a manager in a high volume call center environment. Previous Management experienced required.
• Outstanding leadership skills, particularly in the areas of motivating and coaching a staff to excel
• Demonstrated success in effectively and independently managing personnel issues, including providing sound guidance to Supervisors on these issues
• Excellent interpersonal, organizational and problem solving abilities; must be able to multitask extremely well
• Excellent oral and written communication skills
• Results oriented team player with a strong customer service focus
• PC and internet proficiency
• BA/BS degree preferred

Please submit your resume and an internal application (or referrals) to Jennifer Bittar no later than February 26, 2008.