Remote Operations Assistant Manager

Sagility; Texas; Remote; USD 65.000 - 90.000; Vollzeit

Zusammenfassung

Sagility is hiring for an Assistant Manager-Operations to lead and develop Sr. Supervisors, monitor key performance metrics, and drive continuous improvement in client service processes.

The role emphasizes coaching, staffing optimization, and ensuring high-quality customer experiences. The position requires strong interpersonal and leadership skills, a background in customer service or call centers, and the ability to transform processes across teams.

Qualifikationen

• Exceptional interpersonal, customer service, problem-solving, verbal and written communication, and conflict resolution skills.
• Proficiency with technology including computers, software applications, and phone systems.
• Ability to improve and transform team processes across functions.
• Ability to understand basic data and take appropriate action.
• Ability to drive efficiency and productivity through metric management.
• Ability to coach, train, and motivate employees and evaluate performance.
• Ability to lead and develop teams towards improved performance.
• Ability to delegate and manage workloads across functions.
• Ability to lead continuous improvement efforts in call center metrics and tools.
• Ability to problem solve, troubleshoot, and propose creative solutions.
• Advanced customer focus and service skills.

Aufgaben

• Provide day-to-day leadership and development support to direct reports (Sr. Supervisors).
• Review operating statistics to ensure goals are met in service quality and timeliness.
• Identify process improvements and implement timely resolutions to boost client satisfaction and profitability.
• Oversee enhancements to client programs or servicing including staffing and training.
• Coordinate with Account Management and Workforce Management to balance staffing and profitability.
• Ensure service quality for all work performed by the team.
• Participate in client visits and roundtables to discuss program performance.
• Collaborate with Managers to balance team needs with organizational needs.
• Provide growth opportunities and promote teamwork and cooperation.
• Train and guide Supervisors and CSRs; maintain a safe work area.

Kenntnisse

Interpersonal skills

Customer service

Problem-solving

Verbal communication

Ausbildung

Bachelor's degree in Business Administration or related field

Tools

Proficiency with computers and phone systems

Jobbeschreibung

Sagility is hiring for an Assistant Manager-Operations to lead and develop Sr. Supervisors, monitor key performance metrics, and drive continuous improvement in client service processes.

The role emphasizes coaching, staffing optimization, and ensuring high-quality customer experiences. The position requires strong interpersonal and leadership skills, a background in customer service or call centers, and the ability to transform processes across teams.