Assistant Call Center Manager

The Assistant Call Center Manager serves as the right hand to the Call Center Manager acting as the second-in-command for the daily management and execution of call center and referral operations.

This leadership role ensures that workflows are maintained staff are supported and performance standards are upheld across all touchpoints. Working closely with the Call Center Manager this role helps operationalize strategy implement process improvements and uphold a high-performing people-first culture.

Responsibilities:

Support to the Call Center Manager

• Serve as the Call Center Managers key partner in daily operations decision-making and team oversight.
• Act as point of contact and lead in the Call Center Managers absence.
• Assist with implementing strategic goals department changes and performance initiatives.
• Help oversee the alignment and collaboration between teams ensuring continuity and consistency.
• Maintain visibility into call trends team challenges and workflows; escalate concerns and offer solutions.

Leadership & Team Management

• Provide direct support to team supervisors senior agents and specialists.
• Monitor attendance schedule adherence PTO requests and shift coverage if needed.
• Conduct coaching sessions support conflict resolution and foster team accountability.
• Lead by example encouraging professionalism empathy and high standards of service.

Operational Oversight

• Manage and prioritize daily assignments across inbound outbound referral and email channels.
• Coordinate real-time adjustments to staffing and task distribution based on call volume and needs.
• Maintain structure across workflows and ensure timely completion of tasks and escalations.

Training & Quality Assurance

• Assist in onboarding and continuous training efforts; coordinate shadowing schedules and refreshers.
• Help monitor and score QA performance; identify coaching needs and trends.
• Support script development job aids and documentation to improve service quality and efficiency.

Reporting & Communication

• Collaborate with the Call Center Manager on reporting analytics and performance updates.
• Use Salesforce and other tools to track progress and support data-driven decision-making.
• Maintain open lines of communication with all staff and leadership promoting transparency and trust.

Skills & Qualifications:

• Proven leadership in a fast-paced service-driven environment
• Strong organizational analytical and interpersonal skills
• Ability to lead teams through change feedback and continuous improvement
• High emotional intelligence and discretion in managing sensitive team matters
• Proficiency in Salesforce Excel and internal systems
• Excellent communication skills both verbal and written

Additional Duties:

• Handle other duties and special projects as assigned by leadership.

Qualifications :

• Bachelors degree in business communications or a related field (preferred but not required).
• 25 years of experience in a call center environment.
• 12 years in a supervisory or team lead role (experience managing or coaching teams).
• Strong leadership and people management skills
• Excellent communication skills (verbal and written)
• Problem-solving and conflict resolution
• Time management and organizational skills
• Ability to multitask in a fast-paced environment

Additional Information :

All your information will be kept confidential according to EEO guidelines.

Salary: $80000 - $90000 per year

Compensation will commensurate with experience and qualifications.

Remote Work :

No

Employment Type :

Full-time