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Call Center Assistant Manager in Florence Township, NJ at Synerfac

Date Posted: 11/23/2018

Job Snapshot

Job Description

Call Center Assistant Manager

Call Center Associate

Our client located in Southern, NJ is currently looking for a Call Center Assistant Manager to join their Operations Department. This position has become available due to growth, the company is expanding. They currently have just over 500 employees and are looking to expand to Florida. The company sits in an area that is easily accessible from many parts of PA and NJ by bridges and major highways. Please read the description below and if you feel you have the experience my client is looking for and would like to hear more about this tremendous opportunity please apply.

A call center Assistant Manager makes sure that the team does its best to meet customer needs by taking orders and facilitating returns. The Assistant Manager of the Call Center will also make sure that all employees are routinely meeting any goals set by management to resolve a quota of required calls accurately.

The Assistant Manager of the Call Center has the primary responsibility for supervising daily operations and personnel aiming for maximum efficiency and cost-effectiveness. Also ensuring that technology is utilized to a maximum and that staff are well-organized, productive and adhere to strict time guidelines.

An excellent call center assistant manager must be an extremely organized, reliable and results-driven professional. They must have a practical mind to solve problems on the spot partnered with an ability to see the “big picture” and make improvements. As a call center assistant manager, they must also have excellent customer service and communication skills.

The goal is to do everything possible to attain goals and achieve great results for our company.

•Assist in conducting effective planning daily to maximize the productivity of resources (people, technology etc.)
•Prioritize time sensitive workload to maintain flow of orders and appropriate levels of inventory across departments
•Assist in reviewing the performance of staff to identify needs then coach and provide training to personnel to maintain high customer service standards throughout the ordering department
•Answering questions from staff and providing guidance and feedback
•Build and maintain a positive work environment that attracts and retains high quality staff
•Assume the leadership role in the absence of the Order Entry Manager assuring all team members are productive and maintain a professional workplace
•Prepare reports for different departments or upper management
•Assist in maintaining and improving call center operations by monitoring employee performance then report to next level manager
•Assist in identifying employee and processing issues then report to next level manager for timely resolution.

•Customer Service/Communication Skills: Call center leaders talk, listen and help resolved employee ordering issues. Should be able to listen effectively to find the root cause of issues and communicate clearly and in a friendly way to solve the issue and while maintaining positive employee engagement. Electronic communicating will need to be able to write well, with correct grammar.

•Leadership Skills: Call center leaders will need to motivate the team, work with them to make
sure they abide by all company policies and procedures. And lead them through high call volume segments throughout the day.

•Patience & Perseverance: Managers might have to deal with resolving issues on a moments notice. Having patience and staying polite, even in stressful situations is helpful.

•Problem-Solving Skills: Must be able to solve workload or employee issues, sometimes without seeing the actual problem first hand.

•Managing Processes: Adaptable to a wide range of activities in any given day being able to assess and prioritize in the moment.

Job Requirements

•Proven experience as a fast-paced call center manager or similar position
•Knowledge of customer service metrics
•Proficient in MS Office and call center equipment/software programs
•Outstanding communication and interpersonal skills
•Excellent time management, organizational and leadership skills with a problem-solving ability
•Positive and patient
•High school diploma or equivalent; Higher degree in a relevant discipline will be appreciated
•Bi-lingual in Spanish/English a plus