Assistant Manager – Operations

Job highlights

• Advanced knowledge in customer service with experience in supervising and coordinating teams
• Provide remote and walk-in customer support, lead solution development, manage daily operations, and oversee team activities

General Customer Service includes post-sale technical and/or non-technical customer service and support across multiple sub-families for business and/or end-consumer customers including:

• Remote Customer Service: Providing customer service and support via phone, online chat, or text including: Call center-based customer support in response to a high volume of low complexity inquiries Customer issues analysis and resolution (typically performed in an office environment) in response to a lower volume of higher complexity inquiries Distribution Center Customer Service: Performed in a distribution center, product returns/repair center, or field walk-in customer service facility including: Acting as liaison between customers, production and distribution departments related to specific customer orders Providing technical and non-technical customer support in a walk-in service center Incumbents matching to this specialization are not compensated based on achievement of sales targets
• Positions on this level have advanced knowledge and experience and participates in/leads the development of new solutions/projects
• Shares best practice and advice to the co-workers in the professional area
• Not only generates own workload but outlines directions to others
• Can supervise and coordinate lower-level specialists being single point of contact in complex matters
• Coordinates the daily operations, enables and oversees the implementation of short to medium term activities within the team
• Delivers input to policies, processes and standards, where decisions are of tactical and operational nature within a defined scope
• Manages a mixed team of Specialist and Support jobs , with full employee lifecycle responsibility