Call Center Assistant Manager: Lead Teams & Service Excellence

Firstsource; Louisville (KY); On-site; USD 42,000 - 70,000; Full time

Job summary

Firstsource in the United States is seeking an Assistant Manager-Call Center to lead one or more customer service teams, ensuring excellence in phone and email support from a Louisville, KY base.

You will monitor service levels, coach supervisors, manage staffing, and partner with clients to deliver outstanding customer experiences while driving improvements across processes and metrics.

Qualifications

• High school diploma or equivalent required.
• Associate or bachelor's degree preferred.
• Minimum 4 years of experience in a call center environment.
• 2+ years supervisory or team leadership experience.
• Excellent customer service and communication skills.
• Ability to lead large teams and manage performance.

Responsibilities

• Oversees teams of customer service associates handling inquiries via phone or email.
• Monitors operations to meet service levels and policies.
• Ensures professional customer support and productive client relationships.
• Manages scheduling to ensure adequate phone coverage.
• Escalates and resolves difficult customer issues.
• Evaluates call quality and provides feedback to reps.
• Communicates with clients, vendors, and departments to ensure satisfaction.
• Conducts performance appraisals, hiring, promotions, and salary changes.
• Coaches and mentors supervisors and team leads.
• Implements process improvements and streamlines operations.
• Coordinates activities with internal functions.
• Tracks contact center performance against goals (quality, volume, CSAT).

Skills

Customer service

Verbal and written communication

Leadership / team management

Workforce management knowledge

Problem solving / root cause analysis

Coaching and adaptability

Education

High school diploma or equivalent

Associate or bachelor's degree preferred

Tools

MS Office

Quality monitoring software

Scheduling software

Job description

Firstsource in the United States is seeking an Assistant Manager-Call Center to lead one or more customer service teams, ensuring excellence in phone and email support from a Louisville, KY base.

You will monitor service levels, coach supervisors, manage staffing, and partner with clients to deliver outstanding customer experiences while driving improvements across processes and metrics.