Job Description
Contact Center Assistant General Manager
Location: Remote
A fast-growing national franchisor supporting a portfolio of home and residential service brands is seeking an experienced Assistant General Manager to join our Contact Center leadership team. Our mission is to empower business owners and ensure an exceptional customer experience through professional, efficient, and empathetic support.
Position Overview
The Assistant General Manager plays a critical role in supporting the daily operations of the Call Center, ensuring consistent performance, engagement, and client satisfaction. This role requires a balance of operational leadership, strategic thinking, and a hands-on approach to problem solving.
You will partner closely with senior leadership, franchise owners, and internal teams to deliver results that drive service excellence and organizational growth.
Key Responsibilities
Partner with leadership and franchise owners to align goals and ensure operational excellence.
Lead and develop frontline supervisors and team leads to enhance engagement, performance, and accountability.
Monitor and improve key performance indicators (KPIs) related to service quality, efficiency, and customer satisfaction.
Handle escalations and resolve client inquiries promptly and professionally.
Identify and implement process improvements to streamline workflows and enhance the customer experience.
Lead change management initiatives that improve systems, communication, and performance outcomes.
Collaborate cross-functionally to maintain consistency in policies, procedures, and service standards.
Serve as a role model for professionalism, teamwork, and operational excellence.
Desired Attributes
Proven leadership experience in contact center operations or similar high-volume service environments.
Strong interpersonal and communication skills with confidence in leading teams and presenting to stakeholders.
Deep understanding of contact center KPIs and proven ability to drive measurable improvement.
Business acumen and sound judgment in operational decision-making.
Exceptional attention to detail and an aptitude for process improvement and auditing.
Experience leading change initiatives and implementing new systems or workflows.
Ability to manage multiple priorities with adaptability and responsiveness.
Collaborative, forward-thinking, and customer-focused mindset.
Familiarity with contact center technologies and industry best practices.
Additional Requirements
All candidates must successfully complete a criminal background screening prior to employment.
Equal Employment Opportunity Statement
We are an equal opportunity employer committed to fostering an inclusive workplace. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other legally protected status.
Applicants requiring reasonable accommodation in the application or hiring process are encouraged to contact Human Resources.
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