Assistant Operations Manager
World NetMedia - Fort Lauderdale, FL

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Essential Job Functions & Responsibilities:
Responsible for assisting the Operations Manager in a variety of functions including weekend coverage by performing the following duties:

• Management of the call center during nights and weekends
• Direct support of the Claims Supervisor and Claims Department
• Respond for resolving and tracking of BBB complaints or legal inquiries
• Responsible for supporting the front line Supervisors
• Monitor volume queues and adjust staffing throughout the shift
• Administer the call volume escalation procedures when required to meet ABA objectives
• Analyze productivity data and make recommendations for improved efficiency
• Assist Operations Manager in support of the production floor
• Support special project assignments
• Process escalations for customer refunds
• Other duties as assigned

Qualifications and Education Requirements:
• Minimum 2 years of college education or equivalent experience
• Minimum 2 years call center experience in a supervisory role
• In –depth experience and understanding of call center operations

Skills and Specifications:
• Excellent verbal and written communication skills
• Proficiency in Microsoft Office Applications, with advanced level experience in Excel
• Detail oriented and ability to multi-task
• Knowledge of contact center management tools and reporting applications
• Strong organizational and time management skills
• Ability to work a flexible schedule, which includes nights and weekends

Additional Notes:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EOE M/F/D/V