Contact Center Assistant ManagerJoin DATAMARK as a Contact Center Assistant Manager and take a pivotal role in providing exceptional service to our clients while leading our contact center team! In this role, you will be responsible for overseeing the day-to-day operations of the contact center, ensuring that all processes run smoothly and customer needs are met effectively.Primary Responsibilities: Monitors departmental performance, identifying and facilitating opportunities to improve productivity and efficiency. Creates recovery plans for missed Service Level Agreements and submits to clients Develops and implements systems to ensure Supervisors are meeting the financial metrics assigned to projects Gathers information for weekly billing for assigned projectsAssists with hiring and training new staff, and completes performance evaluations that are timely and constructiveConducts meetings with clients and presents production data, improvement plans, workflow processes, and production processesEffectively executes quality management processes to ensure quality metrics are met RequirementsBilingual in English and Spanish is required Minimum of 6 years of experience in a contact center environment, with at least 4 years in a supervisory capacity.Experience in a management role within a contact center for at least 1 year.Strong proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, and Outlook).Ability to thrive in a fast-paced environment and manage multiple priorities.Excellent leadership and mentoring skills, ability to coach and mentor customer service representatives.Demonstrated analytical/problem-solving skills Organized with attention to detail. Ability to resolve customer complaints and issues while maintaining a professional and calm demeanor. High School Diploma or equivalent is required; bachelor’s degree is preferred. Benefits Health Care Plan (Medical, Dental & Vision) Retirement Plan (401k) Life Insurance (Basic, Voluntary & AD&D) Paid Time Off Short Term & Long Term Disability Training & Development Wellness Resources $55,000.00
Contact Center Assistant Manager
Join DATAMARK as a Contact Center Assistant Manager and take a pivotal role in providing exceptional service to our clients while leading our contact center team! In this role, you will be responsible for overseeing the day-to-day operations of the contact center, ensuring that all processes run smoothly and customer needs are met effectively.
Primary Responsibilities:
- Monitors departmental performance, identifying and facilitating opportunities to improve productivity and efficiency.
- Creates recovery plans for missed Service Level Agreements and submits to clients
- Develops and implements systems to ensure Supervisors are meeting the financial metrics assigned to projects
- Gathers information for weekly billing for assigned projects
- Assists with hiring and training new staff, and completes performance evaluations that are timely and constructive
- Conducts meetings with clients and presents production data, improvement plans, workflow processes, and production processes
- Effectively executes quality management processes to ensure quality metrics are met
Requirements
- Bilingual in English and Spanish is required
- Minimum of 6 years of experience in a contact center environment, with at least 4 years in a supervisory capacity.
- Experience in a management role within a contact center for at least 1 year.
- Strong proficiency in Microsoft Office Suite (Word, Excel, PowerPoint, and Outlook).
- Ability to thrive in a fast-paced environment and manage multiple priorities.
- Excellent leadership and mentoring skills, ability to coach and mentor customer service representatives.
- Demonstrated analytical/problem-solving skills
- Organized with attention to detail.
- Ability to resolve customer complaints and issues while maintaining a professional and calm demeanor.
- High School Diploma or equivalent is required; bachelor’s degree is preferred.
Benefits
- Health Care Plan (Medical, Dental & Vision)
- Retirement Plan (401k)
- Life Insurance (Basic, Voluntary & AD&D)
- Paid Time Off
- Short Term & Long Term Disability
- Training & Development
- Wellness Resources
- $55,000.00
DATAMARK, Inc. is a prominent Contact Center and Business Process Outsourcing (BPO) company based in El Paso, Texas, established in 1989. It serves Fortune 500 companies and major enterprises, operating across the U.S., Mexico, and India. Our services include omnichannel, multilingual contact center solutions, dynamic BPO, and digital mailroom solutions, all enhanced with Robotic Process Automation (RPA) and Artificial Intelligence (AI). Datamark prioritizes driving value and business growth for our clients, ensuring exceptional interactions through our customer experience ecosystem. Guided by Lean Six Sigma methodologies, we collaborate with clients for process enhancement, aiming for operational excellence and lasting partnerships. Datamark, emphasizes innovation, reliability, and a forward-looking approach to outsourcing.
DATAMARK, Inc. is a prominent Contact Center and Business Process Outsourcing (BPO) company based in El Paso, Texas, established in 1989. It serves Fortune 500 companies and major enterprises, operating across the U.S., Mexico, and India. Our services include omnichannel, multilingual contact center solutions, dynamic BPO, and digital mailroom solutions, all enhanced with Robotic Process Automation (RPA) and Artificial Intelligence (AI). Datamark prioritizes driving value and business growth for our clients, ensuring exceptional interactions through our customer experience ecosystem. Guided by Lean Six Sigma methodologies, we collaborate with clients for process enhancement, aiming for operational excellence and lasting partnerships. Datamark, emphasizes innovation, reliability, and a forward-looking approach to outsourcing.
