Customer Service Asst. Manager

This Customer Service Assistant Manager is responsible for the overall success of call center operations through the effective management of the department's human resources, to include staffing, scheduling, monitoring, a comprehensive training program, and business processes, that include the on-going evaluation and analysis of all customer communication channels.


Additionally, this position is responsible for ensuring high quality service delivery through the implementation of quality initiatives that support existing service and expanding business opportunities.

Job Duties:

-Challenge and motivate staff resulting in a superior performance, high retention, and increased company loyalty

-Monitor and control department expenditures and keep variances to a minimum

-Ensure that all regulatory, legal, and audit requirements are satisfactorily met.

-Handle escalated calls and resolve customer issues.

-Provide support documentation and reports relating to key business issues, risks, production, employee relations and morale, process failures or system issues.

-Facilitate staff meetings to communicate operational, organizational, and product changes.

-Develop "best practices" processes and procedures through on-going evaluation of existing policies and procedures to ensure efficient call center operations

-Provide strong leadership and direction to ensure that the department is able to meet its strategic goals.

-Answer and handle a predetermined number of inbound customer service calls per shift

-Handle the customers' calls efficiently and professionally at all times

-Maintain customer service levels defined by Total Call International

-Open Tech Tickets for the Information Technology department

-Ensure that the information to the customer is complete and accurate

-Other duties as assigned



General Qualifications / Requirements


-College degree or 5-7 years of call center operations and management or related experience.

-Proven leadership skills.

-Strong customer/service orientation.

-Excellent analytical and problem resolution skills.

-Ability to positively adapt to rapid change.

-Well developed organizational and time management skills.

-Proficient PC skills, i.e. Word, Excel/Typing Skill (30 wpm).

-Self-motivated with ability to work without supervision.

-Excellent verbal and written skills are required

-Multitasking skills a must.

-Telecommunications and wireless experience a plus.

-Bilingual skills a plus.

We have a business casual environment and offer a very competitive compensation package including: medical, dental, vision, 401K, Life-AD&D, LTD/STD & Free Parking or monthly Metro Passes. All employees receive a free camera cell phone with a 450 minute monthly plan.






To apply for this position, send your recent resume via email to jobs@totalcallusa.com. Be sure to include the position title you are applying for in the "subject" box. Alternatively, you can fax your resume to 213-995-9702 with Attn: HR followed by position title in the subject line.