Contact Center Assistant Manager

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 ex