Ops Assistant Manager

As an Assistant Manager, you will lead a team of 15–20 remote support representatives, supporting lawn care pros and customers. Reporting to the Support Manager, you will play a key role in team performance, training, and ensuring exceptional customer or pro experiences. This is a dynamic position that offers the opportunity to help shape processes and grow within the company.

This role is ideal for a dynamic, results-driven leader who is passionate about empowering teams and delivering outstanding customer or pro experiences.

Key ResponsibilitiesTeam Leadership

• Conduct 1:1 coaching sessions, performance reviews, and team meetings to support agent growth and development.
• Motivate and inspire your team to meet or exceed performance metrics and KPIs.

Performance Management

• Monitor and analyze team metrics (e.g., CSAT, Productivity, QA, etc..), identify trends, and implement improvement strategies.
• Provide constructive feedback to drive individual and team success.

Recruitment and Onboarding

• Assist with hiring processes, including interviewing candidates.
• Oversee onboarding and any additional training of new hires to ensure a smooth transition from training to being live.

Process Improvement

• Stay updated on company policies and procedures, ensuring agents remain informed and compliant.
• Collaborate with peers and upper management to identify and implement operational improvements.

Light Project Work

• Contribute to team-focused projects aimed at enhancing efficiency, customer or pro experience, and team engagement.

Availability

• Schedules should be flexible based on business needs

• Required: High school diploma or equivalent.
• Preferred: Bachelor’s degree in business, communications, or a related field.

Work Experience

• 2–3 years of experience in a call center environment.
• 6+ Months of proven leadership experience as a team lead, supervisor, or similar role.
• 6+ Months of experience with performance management, agent coaching, and KPI improvement.

Industry Knowledge

• Familiarity with call center operations, metrics (e.g., CSAT, Productivity, QA, etc..), and best practices.
• Knowledge of CRM systems and tools (e.g., Zendesk, Admin, Amazon, etc..).

Skills and Competencies:Leadership and Management

• Ability to inspire and lead a team to meet goals.
• Skilled in conflict resolution and managing diverse teams.
• Comfort with presenting data, performance trends, and strategic plans to upper management.

Communication

• Strong verbal and written communication skills.
• Ability to explain performance metrics or trends to agents in a clear, actionable manner.

Analytical and Problem-Solving

• Proficient in analyzing performance data, identifying trends, and creating actionable strategies.
• Quick and effective decision-making under pressure.

Customer and/or Pro Focus

• Commitment to delivering excellent customer or pro experiences and professionally handling escalations.
• Active listening skills to understand concerns from team members, customers, or pros.

Training and Development

• Expertise in simplifying complex topics for agents during coaching or training sessions.
• Use of motivational language to encourage skill improvement and career progression.

Technical Proficiency

• Skilled in call center technologies, reporting tools, and Google tools (e.g., Sheets, Word, Presentation, etc..).
• Quick to adapt to new systems or workflows.

Time Management

• Able to balance multiple responsibilities, such as managing a team, reporting, and supporting upper management.

Traits and Characteristics:

• Collaborative mindset and a team-player attitude.
• Empathy and emotional intelligence for customer, pro, and team interactions.
• Resilience under pressure, especially during peak periods or high-stakes situations.
• Proactive in identifying and resolving issues before they escalate.

Equipment Requirements:

• High-speed internet connection.
• Reliable computer (Windows or Mac) capable of running multiple tabs in Google Chrome.
• Headset for virtual meetings (preferred).
• Webcam for team and 1:1 meetings to foster engagement.