Contact Center Lead — Team Coach & Performance Driver

AEG; Scottsdale (AZ); On-site; USD 57,000 - 59,020; Full time

Benefits offered by this job

Medical, dental, and vision insurance

Paid holidays and vacation

401k Plan with employer match

Training and education reimbursement

Job summary

AEG is looking for an Assistant Manager Contact Center to supervise day-to-day operations and manage team performance in Scottsdale, Arizona. Your role involves ensuring staff training, achieving team goals, and analyzing service metrics. A successful candidate will have 4+ years of experience in customer service, along with relevant leadership skills. This full-time position offers a competitive salary and comprehensive benefits package, including medical and retirement plans.

Qualifications

• 4+ years of relevant experience in customer service.
• 2+ years leading, coaching and development of front-line employees.
• Experience in a contact center environment.

Responsibilities

• Directs the contact center’s day-to-day activities.
• Delivers effective resource planning to maximize productivity.
• Collects and analyzes contact center statistics for performance.

Skills

Customer service

Team leadership

Problem solving

Digital literacy

Collaboration

Education

High School Diploma or equivalent

BA/BS Degree in a relevant area

Tools

Five9

ZenDesk

Satisfi

Community

eWFM

Call Miner

Job description

AEG is looking for an Assistant Manager Contact Center to supervise day-to-day operations and manage team performance in Scottsdale, Arizona. Your role involves ensuring staff training, achieving team goals, and analyzing service metrics. A successful candidate will have 4+ years of experience in customer service, along with relevant leadership skills. This full-time position offers a competitive salary and comprehensive benefits package, including medical and retirement plans.