Customer Service Assistant Manager

Job Title: Customer Service Assistant Manager Department: Operations (Public Sector) Management Responsibility for: Supervisors Travel Required: Yes - Infrequent Reports to: Customer Service Manager Location: Manchester Only Contract Type: Permanent Grade: TBC Salary: TBC Job Summary / Overview The Assistant Operations Centre Manager (AOCM)/Customer Service Assistant Manager is responsible for delivering high levels of performance and employee engagement in their business area across a multifunctional back office and Contact Centre team, which will in turn drive high profitability and client satisfaction. Leads Daily supervisor meetings and works together with their team, OCM and other stakeholders as necessary to identify issues and generate action plans to ensure delivery of performance/KPI focus areas Evaluates business area performance on a daily, weekly and monthly basis, ensuring all areas requiring additional focus are reflected in the game plans of their Team Leaders Meets with Supervisors as required to make intra-day adjustments to game plans where required based on performance throughout the day Proactively maintains and delivers the required service levels whilst maximising productivity in the team to ensure the desired operational margin Supports, motivates, evaluates, develops and coache...