Remote Assistant Manager, Operations

View Moreicons; Northern (KY); Hybrid; USD 55,000 - 75,000; Full time

Job summary

Sagility is seeking an Assistant Manager-Operations working from home in the United States to lead Sr. Supervisors and ensure high-quality customer service and profitability. You will coach, monitor metrics, and collaborate with account management to optimize staffing and program performance.

Required are 2+ years in customer service or call centers with management experience, strong communication, and a focus on continuous improvement. A high school diploma is required, BA/BS preferred.

Qualifications

• Exceptional interpersonal, customer service, problem-solving, verbal and written communication, and conflict resolution skills.
• Proficiency with the necessary technology, including computers, software applications, phone systems, etc.
• Ability to improve and/or transform teams processes across functions within the organization.
• Ability to understand basic data and take appropriate action.
• Ability to drive individual and teams efficiency and productivity through effective and efficient metric management.
• Ability to coach, train, and motivate employees and evaluate their performance.
• Ability to strategically lead and develop team towards improved performance.
• Ability to delegate and manage work loads and projects across functions within the organization.
• Ability to successfully drive continuous improvement efforts by leading various work streams related to call center metrics and monitoring tools.
• Ability to problem solve, handle conflict, anticipate issues/concerns, troubleshoot problems, and proactively institute creative solutions.
• Advanced customer focus and customer service skills

Responsibilities

• Provide day-to-day leadership, coaching and development support to direct reports (Sr. Supervisors).
• Review operating statistics regularly to ensure client and organization goals are met in service quality and timeliness.
• Identify areas of process improvement and implement timely resolutions to increase client satisfaction and profitability.
• Oversee enhancements to client programs or servicing, including staffing, training, attendance and quality.
• Work with Account Management and Workforce Management to optimize staffing for client servicing and profitability.
• Responsible for service quality for all work performed by employees.
• Participate in client visits and roundtables to provide input on performance.
• Coordinate with Manager Operations to balance team needs with organizational goals.
• Provide growth development opportunities.
• Promote teamwork and cooperative effort.
• Help train and guide Supervisors, Sr. Supervisors and CSRs.
• Maintain a clean, safe, and unobstructed work area and practice safety.
• Provide internal and external customers with the highest quality service.

Skills

Interpersonal skills

Customer service

Problem solving

Verbal & written communication

Conflict resolution

Technology proficiency

Data understanding

Metric management

Coaching & training

Strategic leadership

Delegation

Process improvement

Creativity & problem solving

Customer focus

Education

High School Diploma

BA/BS in Business Administration or related field

Job description

Sagility is seeking an Assistant Manager-Operations working from home in the United States to lead Sr. Supervisors and ensure high-quality customer service and profitability. You will coach, monitor metrics, and collaborate with account management to optimize staffing and program performance.

Required are 2+ years in customer service or call centers with management experience, strong communication, and a focus on continuous improvement. A high school diploma is required, BA/BS preferred.