Associate Service Center Manager (61911)
$50,000–$65,000 year
On-site · Mesa, Arizona, United States
Job Summary
The Associate Service Center Manager supervises daily operations and personnel to maximize efficiency in a service center environment. Key responsibilities include monitoring personnel performance, evaluating daily metrics, identifying improvement areas, and assisting with daily objectives. The role demands strong customer service and leadership skills, along with problem-solving abilities. Ideal candidates should have at least 1-2 years in a supervisory role within a call center and demonstrate a solid understanding of performance evaluation metrics.
Required Qualifications
- 1-2 years of proven experience as call center supervisor or similar position
- Experience in customer service is required
- Ability to monitor service center agents performance
- Evaluate agent and team daily performance with key metrics
- Identify areas of improvement for agents and team
- Assist with completion of objectives for day-to-day activities
- Execute effective resource plans
- Collect and analyze service center statistics
- Provide coaching and assistance to call center agents
- Ensure compliance with call center objectives, performance standards and policies
- Motivate Service Center Agents for high level of production
Desired Qualifications
- Higher degree in a relevant discipline preferred
- Knowledge of performance evaluation and customer service metrics
- Solid understanding of reporting
- Proficient in MS Office and call center equipment/software programs
- Outstanding communication and interpersonal skills
- Excellent organizational and leadership skills
- Problem-solving ability
- Positive and patient attitude
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