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The Assistant Manager partners closely with the Call Center Manager to supervise call center representatives, support hiring and staffing initiatives, monitor service levels, manage employee performance, and maintain operational compliance. This position exercises independent judgment and discretion in handling employee relations matters, coaching and development, workflow coordination, and customer escalations while fostering a culture of empathy, accountability, and continuous improvement.
Key Responsibilities
Assistant Manager, Centralized Call Representative
Foundation Partners GroupPosted Today
Job Description
Foundation Partners Group is seeking a compassionate, organized, and results-driven Assistant Manager of Centralized Call Representatives to support the leadership and daily operations of the centralized call team. This leadership role assists with overseeing customer interactions and operational workflows for families seeking funeral and cremation services while helping ensure exceptional customer care, operational efficiency, employee engagement, and service excellence.
The Assistant Manager partners closely with the Call Center Manager to supervise call center representatives, support hiring and staffing initiatives, monitor service levels, manage employee performance, and maintain operational compliance. This position exercises independent judgment and discretion in handling employee relations matters, coaching and development, workflow coordination, and customer escalations while fostering a culture of empathy, accountability, and continuous improvement.
Key Responsibilities
- Assist in managing the daily operations of the centralized call center, including workflow oversight, staffing coordination, and employee support
- Supervise and support call center representatives by providing ongoing coaching, development, and performance feedback
- Participate in recruiting, interviewing, hiring, onboarding, and training new employees
- Assist with employee performance management activities including evaluations, corrective action, attendance management, coaching plans, and employee development initiatives
- Monitor call center performance metrics including service levels, quality assurance scores, call resolution rates, average handle time, productivity, and schedule adherence
- Support real-time queue management and staffing adjustments to ensure operational efficiency and customer service standards are maintained
- Handle escalated customer concerns and assist representatives with resolving sensitive or complex inquiries
- Conduct call monitoring and quality assurance reviews to identify coaching opportunities and improve overall team performance
- Assist in developing and maintaining standard operating procedures (SOPs), workflows, and training materials
- Collaborate with leadership to identify trends, recommend process improvements, and support operational strategies that enhance customer experience
- Ensure compliance with organizational policies, privacy standards, and applicable regulatory requirements
- Coordinate with cross-functional departments including HR, IT, Compliance, Finance, and Operations to support daily business needs
- Assist in preparing reports, dashboards, and performance summaries for leadership review
- Foster a positive, collaborative, and team-oriented culture focused on empathy, accountability, and service excellence
- Support workforce management functions including scheduling, payroll/timekeeping review, attendance tracking, and staffing coverage
- Serve as a resource and subject matter support for customer service operations, call center procedures, and employee guidance
- Assist with change management initiatives related to technology updates, operational improvements, and organizational changes
- Perform additional duties and special projects as assigned
Qualifications
Education & Experience
Education & Experience
- High school diploma or equivalent required; associate or bachelor's degree preferred
- Minimum of 2--3 years of supervisory, leadership, or team lead experience in a call center or customer service environment required
- Experience participating in hiring, employee coaching, and performance management processes preferred
- Prior experience in healthcare, funeral services, insurance, financial services, or other service-oriented industries is a plus
Skills & Competencies
- Strong leadership, employee development, and team-building abilities
- Excellent communication, interpersonal, and conflict resolution skills
- Ability to exercise discretion and independent judgment in employee and operational matters
- Strong organizational and multitasking skills in a fast-paced environment
- Ability to analyze performance metrics and identify operational improvement opportunities
- Experience with workforce management systems, CRM platforms, and call center reporting tools preferred
- High emotional intelligence with the ability to handle sensitive customer interactions professionally and compassionately
- Proficiency in Microsoft Office Suite including Word, Excel, Outlook, and PowerPoint
- Ability to maintain confidentiality and handle sensitive employee and customer information appropriately
- Bilingual (English and another language) preferred
- Ability to work flexible schedules including evenings, weekends, and holidays as needed