Confidential Posting
Job Summary
- Location
- Blue Ash, OH 45242
- Industries
- Other/Not Classified
- Job Type
- Full Time
- Employee
- Years of Experience
- 2+ to 5 Years
- Education Level
- Associate Degree
- Career Level
- Manager (Manager/Supervisor of Staff)
- Salary
- 35,000.00 - 45,000.00 USD /year
Assistance Center Manager
About the Job
We are looking for an individual who is self-motivated, detail-oriented and can direct the staff, system and processes of our assistance center operation with little supervision.
The Assistance Center Manager is responsible for overseeing the day to day operations of the assistance center, including a team of 10 representatives who respond to phone and email inquiries from program participants, the phone system and the call tracking system in which all phone/email activities are tracked.
The Assistance Center Manager must:
§ Ensure standard operating procedures are followed at all times; have the common sense and know-how to address failures in a timely manner.
§ Ensure the service being provided to program participants is of high quality, in line with the service levels we have promised to clients.
§ Regularly monitor performance metrics.
§ Regularly review employee performance, and provide plans for goals and improvement.
§ Continually identify opportunities for improving efficiency and performance among the team.
§ Understand the interworkings of the phone system and act as a primary contact for the phone system provider. Coordinate set up of phone mapping and recordings.
§ Understand the operation of the call tracking system in which all assistance center activities (calls, emails, etc.) are recorded.
§ Ensure that all representatives are recording thorough details of phone call and email communication in the call tracking system.
§ Manage team members so that all call/email follow up duties are routinely completed.
§ Coordinate with program managers on the creation of phone scripts.
§ Ensure team has knowledge of the program rules, criteria and program elements. Coordinate with program managers on training the team.
§ Ensure that the assistance center is providing clear communication to callers and properly enforcing the rules and guidelines of various client programs.
§ Ensure that phone conversations and emails with program participants are professional, appropriate and successful.
§ Generate weekly call statistics reports from the call tracking system.
§ Provide caller assistance in addition to overseeing the team.
§ Regularly report to the Vice President of Client Services about assistance center performance, issues and opportunities.
Requirements:To be considered, job applications must possess the following experience and skills: § Demonstrated ability to manage an assistance center. Three years+ experience in this position desired. § Self starter and team oriented. § Highly organized, detail oriented and thorough. § Must be able to lead a team for successful results and comfortable providing constructive criticism to employees to improve performance. § Ability to identify areas for greater efficiency. § Excellent communication skills – writing and verbal. § Ability to answer questions, provide clear Web navigation and basic software assistance with a pleasant attitude. § Demonstrated ability to follow up to close the loop on inquiries. § Must be able to train as well as learn and retain the rules and fine print of multiple client programs. § Internet proficient. § Knowledge of Microsoft Office programs and Microsoft Outlook. § Good typing and data entry skills.
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