Assistant Manager Client Relationship Center Service

Job description

Overview Directly supervises and directs associates, maintaining effective staffing levels through appropriate selection, training, coaching and development activities. Proactively develops and implements strategies to increase productivity, and provides a high level of technical and product support. Focuses on increasing level of service and lead generation. Provides support to upper management on some strategic initiatives and projects impacting the team. Works with minimal supervision and is responsible for making an established range of decisions, escalating to manager when necessary and updating manager on a regular basis. Responsibilities: What you will do: - Drives productivity of team through direct feedback and coaching on proven skills and methodologies. Addresses areas of skill/competence, customer experience and technical knowledge (product and process) with each team member. - Plans, organizes and directs work within the team by monitoring and analyzing statistical reports on department performance. - Evaluates productivity and quality of performance in relation to SLAs, managing work activities, collaborating with workforce management team to balance department resour...