Assistant Manager, Solutions Center

Aventiv Technologies

Houston (TX)

Hybrid

USD 56,000 - 64,000

Full time

12 days ago

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Benefits offered by this job

Associate Referral Reward Eligible

Health Insurance

401(k)

Disability

Life Insurance

Paid Time Off

Voluntary Benefits

Job summary

Aventiv Technologies is seeking an Assistant Manager, Solutions Center in a hybrid role at our Houston, TX office. You will lead Supervisors, coach staff, monitor performance, and drive execution of service standards.

You will partner with leadership to address attendance, coaching needs, and workforce planning while maintaining compliance and delivering excellent customer service. This role emphasizes development and accountability across teams.

Qualifications

Minimum 5+ years in a contact center, technical support, or related environment.
2+ years of supervisory or leadership experience.
Experience coaching, developing, and managing employee performance.
Experience with attendance, schedule adherence, quality, productivity, or customer service performance metrics.

Responsibilities

Provide day-to-day leadership and support to Solutions Center Supervisors.
Monitor performance metrics and address gaps with Supervisors.
Identify risks to service delivery and escalate as needed.
Foster a positive, accountable work environment focused on development and retention.
Deliver coaching, feedback, and corrective actions aligned with policies.
Coordinate onboarding, coaching, and continuous learning activities.
Communicate updates and initiatives between leadership and frontline teams.
Assist with recruiting, interviewing, onboarding, and talent development.
Analyze performance data to identify trends and inform decisions.
Maintain documentation for coaching, attendance, and development activities.

Skills

Leadership experience

Coaching and developer

Attendance management

Communication skills

Conflict resolution

Data analysis

Organizational skills

Multitasking

Education

High school diploma or GED

Associate degree or Bachelor’s degree (preferred)

Job description

This position is Hybrid at our office in Houston, TX with a target start date of December 7th, 2026*

Associate Referral Reward Eligible**

This position is Hybrid at our office in Houston, TX with a target start date of December 7th, 2026*

Job Purpose:

The Assistant Manager, Solutions Center supports the Manager, Solutions Center in the day-to-day leadership and performance of the Solutions Center. This position has a primary focus on people leadership, employee development, training, attendance, performance management, and operational execution. The Assistant Manager works closely with Tier I Supervisors to ensure employees are appropriately coached, trained, scheduled, engaged, and held accountable to established performance, quality, customer service, attendance, and compliance expectations. The position serves as a key leadership resource for Supervisors and employees, translating departmental goals and established standards into consistent day-to-day execution. The Assistant Manager provides visibility to the Manager regarding employee performance, attendance trends, training needs, supervisory effectiveness, and operational concerns.

Essential Duties

Provide day-to-day leadership, coaching, and support to Solutions Center Supervisors to ensure consistent leadership practices, employee development, accountability, and operational effectiveness.

Monitor team and individual performance metrics, including productivity, quality, customer service, compliance, attendance, and schedule adherence, and partner with Supervisors to address performance gaps.

Review operational and workforce trends, identify risks impacting service delivery, and elevate staffing, attendance, performance, or employee relations concerns to the Manager as appropriate.

Support employee engagement initiatives by fostering a positive, accountable, and performance-focused work environment that promotes development, recognition, and retention.

Partner with Supervisors to deliver timely coaching, feedback, performance improvement efforts, and corrective actions consistent with company policies and leadership direction.

Assist in identifying training and development needs and coordinate onboarding, coaching, and continuous learning activities to improve employee effectiveness and knowledge.

Serve as a communication liaison between leadership and frontline teams, ensuring operational updates, process changes, expectations, and business initiatives are consistently communicated and executed.

Assist with resolving day-to-day operational, employee, and customer issues, including escalated matters requiring leadership support.

Participate in recruiting, interviewing, onboarding, and talent development activities, including identifying future leadership candidates and supporting workforce planning discussions.

Analyze performance, quality, attendance, and operational data to identify trends, provide recommendations, and support informed decision-making by leadership.

Maintain accurate documentation related to employee coaching, attendance, performance management, and development activities in accordance with company requirements.

Partner closely with the Manager, Solutions Center to support departmental objectives, operational initiatives, employee engagement efforts, and overall team effectiveness.

Assume designated leadership responsibilities in the Manager's absence and perform other duties as assigned.

Knowledge, Skills, And Abilities

Demonstrated leadership experience in a contact center, technical support, or customer service environment.

Strong coaching, mentoring, and employee development skills.

Strong understanding of attendance, schedule adherence, performance management, and employee accountability.

Excellent verbal and written communication skills.

Ability to communicate expectations clearly and provide constructive feedback.

Strong conflict resolution and problem-solving skills.

Ability to analyze employee and team performance data and identify trends.

Strong organizational skills and attention to detail.

Ability to manage multiple priorities in a fast-paced, 24-hour/7-day operating environment.

Ability to collaborate effectively with employees, Supervisors, Managers, Training, and other departments.

Demonstrated ability to maintain confidentiality and exercise sound judgment when handling employee matters.

Working knowledge of customer service, technical support, ticketing, quality assurance, and contact center operations.

Ability to work independently while maintaining alignment with the Manager and established departmental objectives.

Minimum Qualifications

High school diploma or GED.

5+ years of experience in a contact center, technical support, customer service, or related environment.

2+ years of supervisory or leadership experience.

Demonstrated experience coaching, developing, and managing employee performance.

Experience working with attendance, schedule adherence, quality, productivity, or customer service performance metrics.

Preferred Qualifications

Associate or bachelor's degree or related field of study.

Prior experience supporting multiple teams or Supervisors.

Prior experience in a technical/contact center environment.

Experience supporting training, onboarding, or employee development programs.

Experience with performance reporting, quality assurance, and workforce management systems.

Physical Requirements

While performing the duties of this job, the employee is regularly required to: stand, sit, talk, hear, and use hands and fingers to operate a computer, telephone, and a variety of office equipment.

Occasionally, this position may need to reach, stoop, or kneel.

Salary and Benefits

At Aventiv, our salary and benefits are designed to fit you as a whole person. We offer a salary range based on experience and qualifications to ensure your unique contributions are met with our most competitive offer.