Ops Assistant Manager

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Requirements:

• High school diploma or equivalent required; Bachelor's degree in business, communications, or a related field preferred.
• 2–3 years of experience in a call center environment.
• 6+ months of proven leadership experience as a team lead, supervisor, or similar role.
• 6+ months of experience with performance management, agent coaching, and KPI improvement.
• Familiarity with call center operations, metrics (e.g., CSAT, Productivity, QA), and best practices.
• Knowledge of CRM systems and tools (e.g., Zendesk, Admin, Amazon).
• Strong verbal and written communication skills.
• Proficient in analyzing performance data, identifying trends, and creating actionable strategies.
• Comfortable with presenting data and strategic plans to upper management.
• Expertise in simplifying complex topics for coaching or training sessions.

Responsibilities:

• Conduct 1:1 coaching sessions, performance reviews, and team meetings to support agent growth and development.
• Motivate and inspire your team to meet or exceed performance metrics and KPIs.
• Monitor and analyze team metrics (e.g., CSAT, Productivity, QA, etc.), identify trends, and implement improvement strategies.
• Provide constructive feedback to drive individual and team success.
• Assist with hiring processes, including interviewing candidates.
• Oversee onboarding and additional training of new hires.
• Stay updated on company policies and procedures, ensuring agents remain informed and compliant.
• Collaborate with peers and upper management to identify and implement operational improvements.
• Contribute to team-focused projects aimed at enhancing efficiency, customer or pro experience, and team engagement.