We are seeking a highly motivated Assistant Contact Center Manager (ACCM) to support the overall operations of our contact center. The ACCM will be responsible for coordinating daily activities, ensuring performance targets are met, and maintaining exceptional service quality across all campaigns. This position plays a key role in driving operational excellence, enhancing team performance, and ensuring alignment with company objectives.
The ACCM will report directly to the QA/QC Lead and collaborate closely with cross-functional teams to achieve efficiency, productivity, and customer satisfaction.
Certification in Business Administration, Management, or related field (preferred).
2–4 years of experience in contact center operations, quality control, or team management.
Proven experience managing remote or hybrid teams.
Strong communication, leadership, and organizational skills.
Proficiency with CRM tools, reporting platforms, and remote collaboration software (e.g., Slack, Google Workspace, Zoom).
Operational Oversight
Manage day-to-day operations across remote teams to ensure smooth execution of campaigns and projects.
Monitor workflows, identify bottlenecks, and implement corrective measures.
Ensure compliance with QA/QC standards, company policies, and data security protocols.
Support the rollout and adoption of new systems, tools, and processes that enhance remote efficiency.
Campaign & Project Management
Track progress of active campaigns to ensure deliverables meet time, scope, and quality requirements.
Collaborate with internal teams to troubleshoot operational challenges and escalate issues when needed.
Maintain accurate performance reports, KPI dashboards, and resource allocation data.
Team Coordination & Support
Supervise and support contact center team members in a remote setting.
Foster collaboration, accountability, and engagement across distributed teams.
Provide training and mentorship to ensure consistent service quality and adherence to standards.
Continuous Improvement
Identify opportunities for process optimization and cost reduction.
Partner with the QA/QC Lead to integrate quality assurance principles into daily remote operations.
Analyze performance data to recommend actionable improvements and operational enhancements.