Assistant Manager Customer Experience

Job Overview:.

This Assistant Manager position is for a Pet Relationship Officer team, with the added responsibility of leading customer journey projects.

The ideal candidate should have a minimum of 2 years of experience in a customer service leadership role and as an Assistant Manager, strong experience in outbound campaigns and call center software, as well as strong knowledge of call center metrics and best practices.

As an AM, the responsibilities will include supervising and motivating the team of Pet Relationship Officers, monitoring and improving metrics, creating new and managing existing projects, creating and publishing reports, collaborating with other departments to improve processes and workflows, and ensuring that the team meets or exceeds performance targets.

The ideal candidate should possess excellent communication and interpersonal skills, be able to motivate and inspire team members, have strong analytical and problem-solving skills, be able to identify trends and develop strategies to improve performance, and have proficiency in MS Excel.

The candidate should also be able to independently create dashboards in Excel for data insights.

The candidate must have the ability to work flexible hours, including weekends and evenings.

If you are a results-driven leader who is passionate about customer service and has experience leading teams and implementing projects to improve performance, we encourage you to apply for this exciting opportunity..

Responsibilities:.

Manage a team of Pet Relationship Officers and provide coaching, training, and support to help them achieve their performance targets..

Monitor and analyze metrics to identify areas for improvement and implement strategies to improve performance..

Ensure that the team is adhering to company policies and procedures..

Maintain accurate and up-to-date records of team performance and create insights and report on key metrics to senior management..

Collaborate with other departments to improve processes and workflows and ensure that customer needs are being met..

Create new projects and enhance existing projects to improve overall metrics..

Requirements:.

Minimum of 2 years of experience in a customer service leadership role and an Assistant Manager..

Strong experience in outbound campaigns and call center software..

Strong knowledge of call center metrics and best practices..

Excellent communication and interpersonal skills, with the ability to motivate and inspire team members..

Proven ability to manage multiple priorities and meet deadlines in a fast-paced environment..

Strong analytical and problem-solving skills, with the ability to identify trends and develop strategies to improve performance..

Proficiency in MS Excel and can independently create dashboards in excel for data insights..

Ability to work flexible hours, including weekends and evenings..