Hybrid Solutions Center Lead — People & Performance

Default Brand; Houston (TX); Hybrid; USD 56,000 - 64,000; Full time

Benefits offered by this job

Health Insurance

401(k)

Disability

Life Insurance

Paid Time Off

Voluntary Benefits

Job summary

Aventiv is seeking an Assistant Manager, Solutions Center, to lead and develop Supervisors and frontline staff in a hybrid Houston office. You will drive coaching, attendance, and quality programs while ensuring delivery against service targets.

You will partner with leadership to identify training needs, optimize staffing, and manage performance data. The role emphasizes accountability, continuous improvement, and a positive, collaborative workplace culture.

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.
• Experience coaching, developing, and managing employee performance.
• Experience working with attendance, schedule adherence, quality, productivity, or customer service performance metrics.

Responsibilities

• 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 address performance gaps with Supervisors.
• Review operational trends, identify risks, and elevate staffing or performance concerns to the Manager.
• Support employee engagement by fostering a positive, accountable work environment focused on development and retention.
• Coordinate onboarding, coaching, and continuous learning activities to improve staff effectiveness and knowledge.
• Serve as a liaison between leadership and frontline teams to communicate updates and initiatives.
• Assist with resolving day-to-day issues, including escalated matters requiring leadership support.
• Participate in recruiting, interviewing, onboarding, and talent development activities.

Skills

Leadership

Coaching

Attendance

Communication

Data analysis

Conflict resolution

Organizational skills

Multitasking

Collaboration

Confidentiality

Education

High school diploma or GED

Tools

Ticketing systems

Job description

Aventiv is seeking an Assistant Manager, Solutions Center, to lead and develop Supervisors and frontline staff in a hybrid Houston office. You will drive coaching, attendance, and quality programs while ensuring delivery against service targets.

You will partner with leadership to identify training needs, optimize staffing, and manage performance data. The role emphasizes accountability, continuous improvement, and a positive, collaborative workplace culture.