Now Hiring - Renewal by Andersen LLC - Assistant Call Center Manager in Worcester, MA

WHAT YOU'LL BE DOING - THE ROLE

• Responsible for interviewing, training, coaching, and leading Confirmation Agents and Coaches.
• Answering representatives questions, guiding them through difficult calls or issues, diffusing angry customers, or handling issues that cannot be fielded by representatives.
• Assisting in leading team meetings, asking questions to better understand challenges and trends in customer behavior.
• Develop and cultivate professional relationships with other leaders within the company and Industry.
• Assisting the Confirmation manager in identifying trends and establishing department goals.
• Will be responsible for time off requests and planning for coverage.
• Ensuring members of the team are maintaining the group standards.
• Preparing reports, updating group metrics, and analyzing department data to improve processes. Must be flexible with scheduling. Job will require some nights/weekends/last minute changes to schedule Taking on other tasks or projects to support employees, coaches, and department manager.
• Type, speak, & write daily.
• Works regularly in an office setting.
• Continuous sitting up to 8 hours a day.
• Other job duties as assigned.

WHAT YOU BRING - THE PERSON

• Knowledge & Skills:
• Excellent oral and written communication skills.
• Strong interpersonal skills including maturity and the ability to accept constructive feedback in a manner that results in improved performance.
• Ability to work independently.
• Ability to lead a larger team and meet/ exceed goals.
• Flexibility and demonstrated ability to adapt well in a changing environment.
• Multi-task by adjusting from one type of call to another without loss of efficiency, composure, or knowledge.
• Experience & Education
• At least 2 years experience in a management role or 3 years of experience in a call center role
• High School Diploma or equivalent preferred

WHAT'S IN IT FOR YOU - THE BENEFITS

• Medical Insurance
• Flexible Spending Account (FSA)
• Health Savings Account (HSA)
• Telehealth: 24/7 access to physicians
• Prescription drug Insurance
• Dental Insurance
• Vision Insurance
• Life Insurance / AD&D $50,000 Paid Coverage
• Additional Voluntary Employee & Spousal life insurance
• Short-term disability Insurance (STD)
• Long-term disability Insurance (LTD)
• Parental Leave
• Voluntary Critical Illness Insurance
• Voluntary Accident Insurance
• Teammate Assistance Plan
• Paid Volunteer Time
• 401k with 50% match up to 6% of your annual pay
• Tuition Reimbursement