Contact Center Assistant Manager

DATAMARK, Inc.; El Paso (TX); Hybrid; USD 47,000 - 63,000; Full time

Benefits offered by this job

Health Care Plan

Retirement Plan

Life Insurance

Paid Time Off

Short Term Disability

Long Term Disability

Training & Development

Wellness Resources

Job summary

DATAMARK, Inc. is seeking a Contact Center Assistant Manager to lead daily operations and ensure exceptional service for our clients in El Paso. You will oversee performance, drive process improvements, and coordinate with supervisors to meet service levels and billing targets.

The ideal candidate is bilingual in English and Spanish, has 6+ years in a contact center (at least 1 year in supervision), strong leadership, and proficient in Microsoft Office. Comprehensive benefits are included.

Qualifications

• High School Diploma or equivalent; bachelor’s degree preferred.
• Bilingual in English and Spanish is required.
• 6+ years in a contact center with at least 4 years in supervision.
• Experience managing client relationships and billing processes.

Responsibilities

• Oversees day-to-day contact center operations and performance.
• Monitors departmental performance and identifies productivity opportunities.
• Creates recovery plans for missed Service Level Agreements and reports to clients.
• Develops systems to ensure Supervisors meet project metrics.
• Gathers information for weekly billing for assigned projects.
• Assists with hiring and training new staff; conducts evaluations.
• Conducts client meetings and presents production data and improvement plans.
• Implements quality management processes to meet quality metrics.

Skills

Bilingual English/Spanish

Microsoft Office

Leadership / Coaching

Analytical thinking

Education

High School Diploma

Bachelor's degree preferred

Tools

MS Office Suite

Job description

Contact Center Assistant Manager

Join DATAMARK as a Contact Center Assistant Manager and take a pivotal role in providing exceptional service to our clients while leading our contact center team! In this role, you will be responsible for overseeing the day-to-day operations of the contact center, ensuring that all processes run smoothly and customer needs are met effectively.

Primary Responsibilities:

• Monitors departmental performance,identifyingandfacilitatingopportunities to improve productivity and efficiency.

• Creates recovery plans for missedService Level Agreementsandsubmitsto clients

• Develops and implements systems to ensure Supervisors are meeting the financial metrics assigned to projects
• Gathers information for weekly billing for assigned projects

• Assistswithhiringandtrainingnew staff, and completes performance evaluations that aretimelyand constructive

• Conductsmeetings with clients and presents production data, improvement plans, workflow processes, and production processes

• Effectively executes qualitymanagement processes to ensure quality metrics are met

• Bilingual in English and Spanish is required
• Minimum of 6 years of experience in a contact center environment, with at least 4 years in a supervisory capacity.
• Experience in a management role within a contact center for at least 1 year.
• Strong proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, and Outlook).
• Ability to thrive in a fast-paced environment and manage multiple priorities.
• Excellent leadership and mentoring skills, ability to coach and mentor customer service representatives.
• Demonstrated analytical/problem-solvingskills
• Organized with attention to detail.
• Ability to resolve customer complaints and issues whilemaintaininga professional and calm demeanor.
• High School Diploma or equivalent is required; bachelor’s degree is preferred.

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off
• Short Term & Long Term Disability
• Training & Development
• Wellness Resources
• $55,000.00