Customer Service Assistant Operations Manager

Title: Customer Service Assistant Operations Manager

Location:  Full Time Remote

Description:

ICF is seeking an Assistant Operations Manager for our Customer Service Center. The Assistant Operations Manager will support the Operations Manager in ensuring the smooth functioning of daily operations in a fast-paced environment. This role is essential in maintaining high customer service standards, optimizing processes, and supporting the team to achieve ICF's goals. It is an excellent opportunity for individuals with previous call center exposure and exceptional leadership skills to join our dynamic team.

Responsibilities:

• Supervision and team management:
  • Assisting in supervising and overseeing call center agents' team compliance with policies, procedures, and service standards. This includes providing agents guidance, support, and feedback, and monitoring their performance and productivity.
  • May include compilation and delivery of performance improvement or corrective action plans
  • May include supervision of other support staff
• Conduct ongoing coaching and development to improve agent performance.
• Track and analyze key performance metrics. 
• Assist in resolving customer complaints, issues, and escalations that require managerial attention.
• Spearhead process improvement and operational enhancements.
• Collaborate with other managers to address operational challenges, share best practices, and contribute to organizational goals.

Experience

• 2+ years of experience in a call center environment.
• 1+ year in a supervisory or managerial role.
• A high school diploma or GED is required.

Skills/Abilities

• Practical communication skills, both verbal and written.
• Excellent time management and multitasking abilities.
• Proficiency with call center technologies. 
• Strong interpersonal skills and ability to work well with others as part of a team.
• Good comprehension skills and knowledge to grasp complex information quickly.
• Demonstrated ability to maintain confidentiality and handle sensitive information appropriately.
• Reliability and dependability in meeting work schedules and commitments.
• Ability to motivate and lead others towards achieving goals.
• Proficient in Microsoft 365

Preferred Qualifications:

Proficient in multiple programs and services including, but not limited to, the following: 

• Child Support
• Financial Assistance
• Nutritional and Energy Assistance
• Foster Care

Other Qualifications

• Must be a U.S. Citizen or have authorization to work in the United States as defined by the Immigration Reform Act of 1986
• Must be fluent in English
• Must be able to comply with Company attendance policy
• Experience as call center support staff or other leadership roles is preferred

ICF offers an excellent benefits package, an award winning talent development program, and fosters a highly skilled, energized and empowered workforce. 

ICF is an equal opportunity employer that values diversity at all levels. (EOE – Minorities/Females/ Protected Veterans Status/Disability Status/Sexual Orientation/Gender Identity)

 Pay Transparency Statement: For more information, please click here: https://www.dol.gov/ofccp/pdf/pay-transp_formattedESQA508c.pdf

 Working at ICF

Working at ICF means applying a passion for meaningful work with intellectual rigor to help solve the leading issues of our day. Smart, compassionate, innovative, committed, ICF employees tackle unprecedented challenges to benefit people, businesses, and governments around the globe. We believe in collaboration, mutual respect, open communication, and opportunity for growth. ICF—together for tomorrow.

 About ICF

ICF (NASDAQ:ICFI) is a global consulting and technology services provider with more than 5,000 professionals focused on making big things possible for our clients. We are business analysts, policy specialists, technologists, researchers, digital strategists, social scientists and creatives. Since 1969, government and commercial clients have worked with ICF to overcome their toughest challenges on issues that matter profoundly to their success. Come engage with us at icf.com.

Working at ICF

ICF is a global advisory and technology services provider, but we’re not your typical consultants. We combine unmatched expertise with cutting-edge technology to help clients solve