Job Description:
The Customer Support Center Assistant Manager is responsible for ensuring the proper and effective operation of a business. This role requires individuals to oversee the day-to-day work and operations of mid and entry level employees to ensure adherence to organization guidelines.
- Leading, managing, and directing a call center with 100+ employees
- Develop objectives and measurables for the call center's day-to-day activities
- Conduct effective resource planning to maximize the productivity of resources (people, technology, etc.)
- Building and leading a strong group of team leads who are responsible for answering representative's questions, guiding them through difficult calls or issues, and handling difficult issues that cannot be fielded by representatives
- Leading team meetings, asking questions to better understand the calls representatives are receiving, educate and coach the team regarding processes and practices, and explain expectations to employees
- Assisting other management team members in identifying trends and establishing call center goals
- Ensuring staff members are achieving desired service levels and taking corrective action, as needed
- Preparing reports and analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer satisfaction
- Upholding Trulieve's customer service standards
- Taking on other tasks or projects to support employees, other managers, and call center operations
- 4 years work experience desired, with a background in contact center management
- Must be at least 21 years of age
- Ability to lead and manage a large team
- Ability to multitask and remain calm under pressure, especially during peak hours or intense situations
- Exceptional interpersonal,
Job Requirements:
customer service, problem-solving, verbal and written communications, and conflict resolution skills
- Knowledge of management principles and familiarity with company products, services, and policies
- Strong coaching and leadership skills, ability to motivate employees
- Decisiveness and attention to detail
- Proficiency with necessary technology, including computers, software applications, phone systems, etc.
- Must possess the mental and physical capacities necessary to perform the job duties
- Must be able to pass a level 1 and level 2 background check and drug screening
That’s why we have worked to establish meaningful partnerships that support organizations working to build communities and improve lives, invest in underserved communities, source local materials and labor wherever possible and be a good neighbor and partner everywhere that we operate.
Must be able to move intermittently throughout the workday. Must be able to see and hear or use prosthetics that will enable these senses to function adequately to ensure requirements of this position can be fully met. Due to the nature of our business, it is advocated that when representing Trulieve that our professionalism meets the needs of the medical patient base that we respectively serve. To uniformly align with the organization, an individual must be able to provide a level of communication that aligns respectively with the diversification of our patients which may exhibit opportunities to assess the situation and apply meaningful service. In addition, must be able to quickly identify and insert additional support where needed to deescalate situations without compromising Trulieve’s objective in serving our patient base with excellent customer service.
WORK SCHEDULE:
45+ hours weekly with flexible hours depending on call center needs. Must be available to work occasional evenings, weekends and holiday