Unleash Your Inner Superhero: Join Our Customer Service All-Star Team!
Calling All Customer Service Champions: Become an Assistant Operations Manager!
NexGen Agency is looking to hire a skilled and experienced Assistant Operations Manager who will support the company's growth and success in the Contact Center industry. The ideal candidate will be energetic, respectful, and compassionate, thriving in a fast-paced, fun, and highly productive environment. This role involves overseeing daily operations and collaborating with core teams to ensure a robust first line of defense across all customer interactions, balancing business objectives with appropriate controls to provide memorable customer experiences.
Are you passionate about making a difference? Do you have a smile in your voice and a knack for turning frowns upside down? We're building a dynamic team of superstars who are dedicated to creating exceptional customer experiences.
Why You'll Love Working Here!
Perks and Benefits:
- Comprehensive Health, Dental, and Vision coverage
- Opportunities for Employee Advancement and Career Growth
- Internal promotions are encouraged
- Exciting incentives, gamification to win awards
- Paid Time Off for ALL employees
- Ditch the commute and enjoy the freedom to work from your home office
Your Responsibilities:
- Manage operational activities for assigned client programs.
- Lead, motivate, and develop front line supervisory staff to ensure team performance meets client Key Performance Indicators (KPIs) and company expectations.
- Ensure adherence to client guidelines and policies.
- Supervise and observe team leaders to ensure productivity, quality, and customer satisfaction objectives are met.
- Communicate goals and metrics to team members to deliver high-level customer service.
- Conduct performance reviews and one-on-one meetings with supervisors and agents.
- Develop and implement action plans based on operational reports.
- Hold regular team meetings to review performance and provide guidance for continuous improvement.
- Provide feedback to the Head of Operations and escalate issues as necessary.
- Ensure staffing levels meet client requirements by partnering with HR, Recruiting, and Training Teams.
- Administer operational effectiveness initiatives cost-effectively.
- Execute short- and long-term performance goals set by Senior Management.
- Collaborate with Operational Support Teams to train employees to meet client demands.
- Ensure compliance with all policies, procedures, and regulations.
Your Qualities:
- Strong knowledge of contact center operations.
- Must be able to develop and coach agents effectively.
- Basic understanding of financial reports and forecasting.
- Ability to motivate and inspire employees to achieve performance goals.
- Strong analytical skills to develop solutions to resolve issues.
- Flexible schedule and the ability to prioritize and organize work in a multitasked environment.
- Excellent interpersonal, written, and oral communication skills.
- Proficiency in Microsoft Office and maintaining confidentiality.
- Excellent judgment, reasoning, and problem-solving skills.
Qualifications:
- Bachelor’s degree in business administration, Education, or a related field required
- Minimum of two years in a supervisory or managerial role
- Must be computer literate
- Reliable, punctual attendance is an essential function of the position
- Problem solving and critical thinking skills
- Great multi-tasking skills
- Work effectively with windows-based computer systems
- Demonstrate initiative and interest in self-development
- Must be able to navigate more than one site at a time
- FLEXIBILITY IS NEEDED
- Up to 10% travel time required
Environment and Physical Demands: No Mac or Chromebook
Work Environment: Home Office required
Must be able to sit for extended periods
Business office environment
· CPU
· 2 GHz min without video or screen monitoring/recording· Core i3/5/7 with video and/or screen monitoring/recording· Memory
· 8 GB min· Network
· TCP/IP network required (hard-wired LAN recommended)
· Voice bandwidth: 100 Kbps (G.711), 32 Kbps (G.729)· Video calling bandwidth (estimated) 600 KbpsConfirm network speed with these online speed tests:https://www.speedtest.net/https://www.bandwidthplace.com/Please record your results.
· Allowed network ports in the range 40,000 to 65,535· Outbound firewall UDP port 5080 open for SIP signaling· UDP port 5060 open for the SIP softphone· QoS router configurations recommended for UDP packets· Router/Firewall ALG/SIP Packet inspection disabled
· Headsets
Professional series headsets with USB connectivity
Recommend models:
· Plantronics EncorePro 500 series· Jabra Biz 2300 series· Sennheiser SC 230/260 USB series· Logitech H650e· Operating System[9]_
· Windows 10
· Active Firewall
_· Browsers[11]
· Google Chrome 80 and later· Mozilla Firefox 60 and later· Internet Explorer 11 and later (Windows 7, 8, and 10) [12] [13]· Additional Software
· Teamviewer application (for remote technical assistance)
https://www.teamviewer.com/en/download/
· Ability to sit for up to 8 hours unassisted· Ability to enter data for up to 8 hours unassisted· Ability to view PC screen for up to 8 hours· Ability to prioritize in a multi-task environment
We're seeking a confident and self-starting Assistant Operations Manager to join our team! In this rewarding role, you'll play a key part in empowering our representatives to deliver exceptional customer experiences.
Do you have what it takes to join our elite squad?
Ready to suit up and become a customer service hero? Apply today!
Salary range based on experience $50K-$60K
Job Type: Full-time
Pay: $50,000.00 - $60,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Schedule:
- 8 hour shift
- Monday to Friday
- Weekends as needed
Application Question(s):
- Do you own a windows laptop or desktop?
- Do you own dual monitors?
- Are you flexible with your schedule?
Education:
Experience:
- Supervisor: 2 years (Preferred)
- Call center: 2 years (Preferred)
- Retail: 2 years (Preferred)
Location:
Work Location: Remote