Assistant Contact Center Manager
On-site · Southfield, Michigan, United States
Job Summary
Lead, hire, train, schedule, and develop Reservation Specialists to uphold policies and performance standards; manage inbound call performance to meet service level, conversion, site nights, and revenue targets; coach teams through call reviews and targeted training; implement centralized staffing plans for proper coverage; monitor real-time center activity to maintain service levels; ensure high-quality reservation handling and product knowledge; support marketing campaigns with agent readiness; provide reporting and performance updates; travel as required; requires a Bachelor's degree and 2 years of leadership experience in a contact center/reservations environment.
Required Qualifications
- Bachelor's Degree in Business, Sales, Marketing, or related field.
- 2 years in leadership or senior agent experience in a contact center, sales, or reservations environment.
- Demonstrated leadership abilities
- Strong organizational and analytical skills
- Excellent problem-solving skills
- Advanced computer proficiency in Microsoft Excel, including the ability to use email and internet
- Ability to travel by car or plane with overnight stays as required
- Ability to coach and support performance in a high-volume, metrics-driven environment.
- Strong communication skills
- Must have a valid driver's license
- Understanding of contact center operations, including service levels and real-time management.
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