Assistant Manager - Operations

About Firstsource

Firstsource is a specialized global business process management partner. We provide transformational solutions and services spanning the customer lifecycle across Healthcare, Banking and Financial Services, Communications, Media and Technology, and other diverse industries.

With an established presence in the US, the UK, India, Mexico, Australia, Puerto Rico, and the Philippines, we act as a trusted growth partner for leading global brands, including several Fortune 500 and FTSE 100 companies.

Job Responsibilities:

• Oversees one or more teams of customer service associates who handle customer service inquiries and problems via phone and/or email.
• Monitors operations to ensure adherence to service level standards and company/department policies and procedures.
• Ensures professional and courteous customer support services are delivered to remote a productive and positive relationship with customers.
• Ensures adequate phone coverage including making decisions regarding scheduling changes.
• Acts as an escalation point for resolving the most difficult customer issues.
• Evaluates the quality of customer service associates calls from customers; provides feedback to reps on strengths and areas for improvement.
• Communicate with clients, vendors and other departments to ensure quality service delivery and customer satisfaction.
• Serves as an escalation point for resolving the most difficult customer issues.
• Responsible for performance appraisals, disciplinary actions, hiring/interviewing, promotions and salary changes.
• Provides coaching and mentoring to contact center supervisors and team leaders and occasionally to customer service representatives.
• Approves and implements streamlining opportunities and process improvements.
• Coordinates customer service activities with other internal functions.
• Tracks and reports contact center performance against objectives and goals, i.e., quality, call volume, customer satisfaction, etc.
• May serve as a backup to more senior customer service management in their absence.

Qualifications & Requirements:

• High school diploma or equivalent required. Associate or bachelor's degree preferred.
• Requires a minimum of 4 years of experience in a call center environment.
• Requires 2 or more years supervisory or team leadership experience.
• Demonstrates competence and mentorship of entry level supervisors in the areas of problem solving, change management, strategic thinking and leadership.
• Excellent customer service skills that build high levels of customer satisfaction
• Excellent verbal and written communication skills .
• Ability to lead and manage large teams effectively.
• Working knowledge of workforce management practices and tools, e.g., scheduling software, quality monitoring software.
• Demonstrated problem-solving and decision-making skills.
• Demonstrated analytic and root cause analysis skills for process improvement initiatives.
• Demonstrates effective people skills and sensitivities when dealing with others
• General skills in MS Office and other standard software applications required to perform the job duties.

We are an Equal Opportunity Employer. All qualified applicants are considered for employment without regard to race, color, age, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by federal, state, or local law.

It is the policy of this Company to seek and employ qualified individuals at all locations and facilities, and to provide equal employment opportunities for all applicants and employees in recruiting, hiring, placement, training, compensation, insurance, benefits, promotion, transfer, and termination. To achieve this, we are dedicated to taking affirmative action to employ and advance in employment qualified individuals with disabilities, disabled veterans, and other eligible veterans.