Assistant PEER Manager - Technical Support

Auxillium is the most unique call center in the US and we are designed to support smaller call center projects both in-house and remotely. We help start-ups, smaller companies, and those that are outsourcing for the first time to build an enhanced Customer Experience. Auxillium offers business to business and business to consumer call center support in many different industries such as: sports, gaming, healthcare, dispatch, worker’s comp, medical research, and financial services. We believe in providing exceptional service to our clients and their customers, via excellence in quality, accuracy in data entry, and continued process improvement. We are passionate about helping employees learn, grow, and achieve a desirable career path. We are looking for self-starters who are interested in a genuine Career Opportunity! We recognize that our employees are the reason for our success and we strive to hire individuals with a persistent, positive attitude. At Auxillium, you will receive the support and tools you need to meet your goals and build a meaningful career. We are seeking dedicated, reliable individuals who exhibit our core values and are passionate about providing quality and excellence in the work they complete. https://auxilliumusa.com/.

Job Requirements:

• Assist with managing a team of 15 – 30 Support Specialists (Call Center Environment)
• Deliver timely feedback to the team through multiple channels i.e., live monitoring, remote listening etc.
• Facilitate 1:1 sessions, and conduct regular quality assurance audits.
• Successfully execute new project rollouts and/or make suggestions for process development.
• Improve and maintain the overall customer experience by engaging with customers and facilitating oversite of project(s) within the call center.
• Develop objectives for the call center’s day-to-day activities using KPI’s (metrics), monitor success rates, implement changes, and re-prioritize to meet the organization's standards in collaboration with other staff members.
• Provides training on project(s) housed in the center or remotely, including training of industry standards and best practices.
• Participates in executing short- and long-term departmental goals, objectives, policies, and operating procedures; monitors and evaluates operational effectiveness; affects changes required for improvement. Identifies key drivers of success.
• Assists in managing day-to-day activities to maintain departmental performance, and the accuracy, confidentiality, and thoroughness of departmental policies and procedures, records, and reports.
• Manages multiple priorities simultaneously and meets deadlines, often in stressful and high-pressure situations.
• Oversees the timely analysis of work volume and the effective administration of daily workflow to achieve service level and processing objectives.
• Produces and implements automation or procedural changes to increase productivity, accuracy and improve workflow in collaboration with other staff members.
• Accurately interprets and manipulates data for client presentations and reports in collaboration with other staff members.
• Participates in conference calls with clients, driving the meeting conversations by preparing effectively.
• Determines on an ongoing basis the tasks to be completed with each project with insight from Manager and President.
• Determines the resources needed to complete the project and advises President.
• Updates President on a continuous basis as to issues, timeframes, etc. (status of data requests, calls with clients, etc.).

The above declarations are not intended to be an “all-inclusive” list of duties and responsibilities of the job described, nor are they intended to be such a listing of the skills and abilities required to do the job. Rather, they are intended only to describe the general nature of the job and be a reasonable representation of its activities which will be handled and skills which will serve the best customer service and allow agent success.

Senior PEER Coach (Call Center) Qualifications:

• Five years of experience in a customer service or technical support leadership role, or equivalent combination of education and experience.
• Awareness of industry trends, applications, and technology.
• Strong communication, troubleshooting and multi-tasking skills.
• Highly proficient in computer software, i.e., databases, CRM, and Microsoft office.
• Self-starter and ability to own projects from initial question development to rollout.
• Organizational and leadership skills with attention to detail.
• Outstanding communication skills (written and oral).
• Other duties and responsibilities as assigned related to the stated job function.

Job Type:

Full-time/Permanent

Hours / Schedules:

To be discussed in interview dependent on line of business hours of operation. This position may be required to work holidays.

Pay:

Position Hourly rate range $20.00 - $23.00 based on position, experience, and education.