Assistant Manager - Operations
Louisville, KYFull-time$7.25/hrSeen todaySeen in employer's feed today
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At a glance
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Job overview
The Assistant Manager-Call Center oversees customer service teams and monitors operations for service-level and policy adherence. The role handles escalated customer issues, evaluates call quality, communicates with clients and internal partners, and manages staffing and performance processes. It also coaches supervisors, supports process improvements, and tracks contact center performance against objectives. A high school diploma or equivalent and at least four years of call center experience are required.
Skills & qualifications
Skills
Qualifications
Full job description
Experience Required
4 - 20 years
Minimum Education Required
High School Diploma/G.E.D.
Compensation
$7.25 / hourly
Hours Per Week
40
Number Of Positions
1
Work Schedule and Shift Requirements
First (Day)
Job Description
Job Title: Assistant Manager-Call Center
About Firstsource
Firstsource is a specialized global business process management partner. We provide transformational solutions and services spanning the customer lifecycle across Healthcare, Banking and Financial Services, Communications, Media and Technology, and other diverse industries.
With an established presence in the US, the UK, India, Mexico, Australia, Puerto Rico, and the Philippines, we act as a trusted growth partner for leading global brands, including several Fortune 500 and FTSE 100 companies.
Job Responsibilities:
Oversees one or more teams of customer service associates who handle customer service inquiries and problems via phone and/or email.
Monitors operations to ensure adherence to service level standards and company/department policies and procedures.
Ensures professional and courteous customer support services are delivered to remote a productive and positive relationship with customers.
Ensures adequate phone coverage including making decisions regarding scheduling changes.
Acts as an escalation point for resolving the most difficult customer issues.
Evaluates the quality of customer service associates calls from customers; provides feedback to reps on strengths and areas for improvement.
Communicate with clients, vendors and other departments to ensure quality service delivery and customer satisfaction.
Serves as an escalation point for resolving the most difficult customer issues.
Responsible for performance appraisals, disciplinary actions, hiring/interviewing, promotions and salary changes.
Provides coaching and mentoring to contact center supervisors and team leaders and occasionally to customer service representatives.
Approves and implements streamlining opportunities and process improvements.
Coordinates customer service activities with other internal functions.
Tracks and reports contact center performance against objectives and goals, i.e., quality, call volume, customer satisfaction, etc.
May serve as a backup to more senior customer service management in their absence.
Qualifications & Requirements:
High school diploma or equivalent required. Associate or bachelor's degree preferred.
Requires a minimum of 4 years of experience in a call center environment.
Requires 2 or more years supervisory or team leadership experience.
Demonstrates competence and mentorship of entry level supervisors in the areas of problem solving, change management, strategic thinking and leadership.
Excellent customer service skills that build high levels of customer satisfaction
Excellent verbal and written communication skills .
Ability to lead and manage large teams effectively.
Working knowledge of workforce management practices and tools, e.g., scheduling software, quality monitoring software.
Demonstrated problem-solving and decision-making skills.
Demonstrated analytic and root cause analysis skills for process improvement initiatives.
Demonstrates effective people skills and sensitivities when dealing with others
General skills in MS Office and other standard software applications required to perform the job duties.
We are an Equal Opportunity Employer. All qualified applicants are considered for employment without regard to r ace, color, age, r eligion, s ex, s exual orientation, gender identity, national origin, disability, protected veteran status, or any other characteristic protected by federal, state, or local law.
It is the policy of this Company to seek and employ qualified individuals at all locations and facilities, and to provide equal employment opportunities for all applicants and employees in recruiting, hiring, placement, training, compensation, insurance, benefits, promotion, transfer, and termination. To achieve this, we are dedicated to taking affirmative action to employ and advance in employment qualified individuals with disabilities, disabled veterans, and other eligible veterans.
Job Type
Full time
Benefits Offered
Not specified
Veteran Preference
No
Place of Work
On-site
Requisition ID
24002
How this job compares
Set against the 3,938 open Operations Management jobs on Olive Jobs, counted November 3, 2026.
- Pay
- This posting$7.25/hr
- US median$23–25/hr253 hourly ranges
This rate, $7.25/hr, is 71% below the US median midpoint ($25/hr) — in the lowest quarter of Operations Management hourly ranges across the US.
- Openings
- Olive Jobs lists 75 open Operations Management jobs in Kentucky and 3,938 across the US. 2% of them nationwide are listed as remote or flexible.
- Hiring the most in Kentucky
- Amazon12 open
- Papa John's International7 open
- Oracle6 open
- Experience
- This posting asks for at least 4 years of experience; Operations Management postings that state a minimum ask for 5 years at the median (2,934 postings).
- Education
- This posting asks for a high school diploma; 1,393 of the 3,938 open Operations Management jobs (35%) ask for a high school diploma or higher.
Counted across the open, public US postings on Olive Jobs on November 3, 2026. Pay medians are the middle values of the low ends and of the high ends of postings that list both ends of a range in the same cadence (a yearly salary or an hourly rate); a range's midpoint is halfway between its ends. Pay and experience figures resting on fewer than 20 postings are left out.
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