Contact Center Assistant Manager

DATAMARK, Inc. is currently seeking a motivated and experienced Contact Center Assistant Manager to join our team. As a leading provider of business process outsourcing solutions, DATAMARK helps organizations worldwide manage their operations more efficiently and effectively. The Contact Center Assistant Manager will play a crucial role in overseeing and managing the daily operations of our contact center.

In this role, the Contact Center Assistant Manager will be responsible for ensuring that the contact center meets or exceeds its performance goals and delivers exceptional customer service. They will assist in supervising and coaching contact center representatives, monitoring call quality and performance metrics, and implementing process improvements to enhance efficiency and customer satisfaction. The Contact Center Assistant Manager acts as a point of contact to the client in representing DATAMARK in all day-to-day issues. This role is budgeted at $60,000 annually.

Responsibilities

• Assist in the supervision and coaching of contact center representatives
• Monitor and evaluate call quality and performance metrics to identify areas for improvement
• Assist in the development and implementation of training programs for contact center representatives
• Respond to escalated customer inquiries or complaints in a timely and professional manner
• Analyze data and reports to track contact center performance and trends
• Collaborate with other departments to ensure seamless operations and customer service

Requirements

• Bachelor's degree in business or related field, or equivalent work experience preferred
• At least 6 years of contact center field experience with 4 of those years in a supervisory role.
• Excellent communication and interpersonal skills
• Strong analytical and problem-solving abilities
• Ability to multitask and prioritize in a fast-paced environment
• Proficiency in Microsoft Office applications
• Experience with contact center software and CRM systems

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k, IRA)
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Short Term & Long Term Disability
• Training & Development
• Wellness Resources