Assistant Call Center Manager

As the Assistant Call Center Manager, you will play a crucial role in ensuring the efficient and effective operation of our call center in real-time. You will be responsible for managing and optimizing call center resources to deliver outstanding customer experiences while maintaining operational targets. The Assistant Call Center Manager's strategic planning, analytical skills, leadership abilities, and collaboration with others in Call Center Management will be instrumental in driving the success of our call center operations.

Essential Job Duties and Responsibilities

• Provides strong, dynamic leadership that mentors, develops, and guides team members to efficiently deliver quality, cordial, and prompt services to callers
• Completes and/or oversees required responses (written and verbal) to parties that file complaints about Provide A RideCollaborate with our Business Systems and Compliance unit to ensure seamless operation of client expectations
• Oversees processes associated with Quality Assurance Monitoring such as “Mystery Rider” program and other identified “White Glove” processesMonitor and analyze call center activity to identify trends and opportunities for improvement or to anticipate needs
• Compiles and analyzes data for metrics that will ensure customer satisfaction, and develops reports of statistical performance levels related to the call center
• Identify areas for improvement in the customer experience and work with internal teams to implement changes to standard operating procedures
• Works with the management team and staff to effect programs and systems that provide quality assurance accountability.
• Coordinates analytic, strategic, and technical resources to meet client expectations and ensure satisfaction
• Develop and maintain relationships with customers as related to the quality assurance process
• Partner with Operations staff to enhance and better integrate quality assurance integrity
• Performs other duties as assigned

Requirements

Qualification Requirements: The requirements listed below represent the knowledge, skills, and abilities necessary to perform the essential functions of the job. Reasonable accommodation may be made to allow individuals with disabilities to perform the essential functions of the job.

• Education and/or Experience: Bachelor’s Degree (B. A.) Business Administration, Management, or related field preferred. Three to five years of related experience and/or training in customer service, quality assurance, or workforce management is required. An equivalent combination of education and experience may be acceptable.
• Skills:

Mathematical - Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret graphs.

Language - Ability to read, analyze, and interpret general business documents, contracts, and governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to communicate in a clear, understandable, and professional manner. Ability to effectively present information and respond to questions from managers, clients, customers, and the general public.

Reasoning - Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form. Ability to solve problems and deal with situations where only limited standardization exists. Ability to think strategically while dealing with complex situations in all phases of business and while using software systems and programs critical to the operation and completion of assigned responsibilities

Equipment - Ability to use a telephone, fax machine, personal computer, copy machine, printers, and calculators. General knowledge and understanding of the following computer software programs: Micro soft business programs including Outlook, Word, and Excel. Ability to learn and use new software programs quickly and efficiently.

Other Skills - Ability to handle multiple priorities in a fast-paced work environment. Ability to demonstrate leadership when dealing with internal and external customers. Ability to effectively resolve difficult situations that arise in the course of business relationships with customers and employees.

• Competencies:

To perform the job successfully, an individual should demonstrate the following competencies :

Analytical - Synthesizes complex or diverse information; Collects and researches data; Uses intuition and experience to complement data; Designs workflows and procedures.

Design - Generates creative solutions; Translates concepts and information into images; Uses feedback to modify designs; Applies design principles; Demonstrates attention to detail.

Problem-Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem-solving situations; Uses reason even when dealing with emotional topics.

Project Management - Develops project plans; Coordinates projects; Communicates changes and progress; Completes projects on time and budget; Manages project team activities.

Technical Skills - Assesses own strengths and weaknesses; Pursues training and development opportunities; Strives to continuously build knowledge and skills; Shares expertise with others.

Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.

Interpersonal Skills - Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.

Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.

Written Communication - Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively; Able to read and interpret written information.

Teamwork - Balances team and individual responsibilities; Exhibits objectivity and openness to others' views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone's efforts to succeed.

Visionary Leadership - Displays passion and optimism; Inspires respect and trust; Mobilizes others to fulfill the vision; Provides vision and inspiration to peers and subordinates.

Change Management - Develops workable implementation plans; Communicates changes effectively; Builds commitment and overcomes resistance; Prepares and supports those affected by change; Monitors transition and evaluates results.

Delegation - Delegates work assignments; Matches the responsibility to the person; Gives authority to work independently; Sets expectations and monitors delegated activities; Provides recognition for results.

Leadership - Exhibits confidence in self and others; Inspires and motivates others to perform well; Effectively influences actions and opinions of others; Accepts feedback from others; Gives appropriate recognition to others.

Managing People - Includes staff in planning, decision-making, facilitating, and process improvement; Takes responsibility for subordinates' activities; Makes oneself available to staff; Provides regular performance feedback; Develops subordinates' skills and encourages growth; Solicits and applies customer feedback (internal and external); Fosters quality focus in others; Improves processes, products, and services.; Continually works to improve supervisory skills.

Quality Management - Looks for ways to improve and promote quality; Demonstrates accuracy and thoroughness.

Business Acumen - Understands business implications of decisions; Displays orientation to profitability; Demonstrates knowledge of market and competition; Aligns work with strategic goals.

Cost Consciousness - Works within approved budget; Develops and implements cost-saving measures; Contributes to profits and revenue; Conserves organizational resources.

Diversity - Demonstrates knowledge of EEO policy; Shows respect and sensitivity for cultural differences; Educates others on the value of diversity; Promotes a harassment-free environment; Builds a diverse workforce.

Ethics - Treats people with respect; Keeps commitments; Inspires the trust of others; Works with integrity and ethics; Upholds organizational values.

Organizational Support - Follows policies and procedures; Completes administrative tasks correctly and on time; Supports organization's goals and values; Benefits organization through outside activities; Supports affirmative action and respects diversity.

Strategic Thinking - Develops strategies to achieve organizational goals; Understands organization's strengths & weaknesses; Analyzes market and competition; Identifies external threats and opportunities; Adapts strategy to changing conditions.

Judgment - Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions.

Motivation - Sets and achieves challenging goals; Demonstrates persistence and overcomes obstacles; Measures self against standard of excellence; Takes calculated risks to accomplish goals.

Planning/Organizing - Prioritizes and plans work activities; Uses time efficiently; Plans for additional resources; Sets goals and objectives; Organizes or schedules other people and their tasks; Develops realistic action plans.

Professionalism - Tactfully approaches others; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.

Quality - Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.

Quantity - Meets productivity standards; Completes work promptly; Strives to increase productivity; Works quickly.

Safety and Security - Observe safety and security procedures; Determine appropriate action beyond guidelines; Report potentially unsafe conditions; Use equipment and materials properly.

Adaptability - Adapts to changes in the work environment; Manages competing demands; Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events.

Attendance/Punctuality - Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time.

Dependability - Follows instructions, responds to management direction; Takes responsibility for own actions; Keeps commitments, and commits to long hours of work when necessary to reach goals.; Completes tasks on time or notifies the appropriate person with an alternate plan.

Initiative - Volunteers readily; Undertakes self-development activities; Seeks increased responsibilities; Takes independent actions and calculated risks; Looks for and takes advantage of opportunities; Asks for and offers help when needed.

Innovation - Displays original thinking and creativity; Meets challenges with resourcefulness; Generates suggestions for improving work; Develops innovative approaches and ideas; Presents ideas and information in a manner that gets others' attention.

• Physical Requirements: While performing the duties of this job, the employee is constantly required to talk or hear others in person or by telephone. The employee is frequently required to sit, stand, and walk. The employee occasionally is required to use hands to finger, handle, reach, twist, stoop, kneel, or crouch. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, color vision, and the ability to adjust focus.

REQUIREMENTS

Provide A Ride provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.