PURPOSE:

The Assistant Operations Manager provides leadership to Team Leaders who are responsible for the day-to-day performance and development of a team of Contact Center Associates. The primary objectives are site level Operational efficiency and effectiveness while meeting business/client expectations on an ongoing basis and advocating and supporting the adherence to the company culture and mission. This position requires the incumbent to possess natural leadership abilities as the Assistant Operations Manager will create and maintain a positive and creative working environment for staff to ensure retention and employee satisfaction goals are met.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

• Full accountability for operational delivery of program
• Conduct weekly one on one meetings with direct reports as well as regular team/group level meetings
• Daily review of client measurable KPI’s to ensure m...