Consumer Cellular Hiring for Revenue Operations Assistant Manager Job at Portland, OR Full Time

• Ensures that all requests are professionally addressed by the team within 3 business days or less.
• Understand and master our process workflows and systems, and provide feedback on roadblocks or improvement to ensure team productivity and efficiency meet or exceed our customers’ needs.
• Build and maintain a high preforming teams to meet and exceed company goals.
• Establishes procedures, prepares and coordinates schedules, and expedites workflow.
• Measure and maximize staff productivity through metrics and effective workforce management.
• Develop and maintain updated knowledge of collections, fraud and billing techniques and procedures.
• Ensure that all KPI’s for the supervisor’s teams are being met.
• Examine workload volumes and prioritize work efforts to meet team goals.
• Assisting customers over the phone and via email courteously, accurately, and efficiently.
• Communicating with customers when follow up is needed regarding payments/collection issues.
• Display active listening and superior customer service skills for both external customers and internal employees.
• Ability to de-escalate customer complaints.
• Comply with minimum performance standards.
• Ability to work with customers to get satisfactory resolution of account deficiencies.
• Knowledgeable of commonly used concepts, practices, and procedures with in the cellular industry.
• Provide coaching and professional development to supervisors to enhance their knowledge and technical abilities.
• Assist in development of Supervisor staff to effectively create a positive and motivating team environment.
• Develop and provide continual support to the Supervisor staff through setting clear expectations, observation, follow up and appreciation.
• Support a collaborative working relationship with all levels of leadership focused on driving the success of the Revenue Operations Department and the Company.
• Support Supervisors in handling disruptive and/ or difficult employee situations.
• Train Supervisors on processes, procedures, new programs, etc; both individually and in the training environment.
• Manage payroll and time off and resolved grievances and concerns for Supervisors and Revenue Operations teams.
• Takes over escalations from team Supervisors when needed to assist the customer with their issues or concerns.

Skills Required:

• Be able to multitask and follow up with customers and staff when needed.
• Ability to work efficiently in a high demand, team oriented and fast paced environment.
• Ability to express ideas in a clear and concise manner.
• Able to effectively communicate and conduct yourself in a professional manner with fellow co-workers and be flexible with different personalities.
• Strong presentation, problem solving and strategic planning skills.
• Strong knowledge of Consumer Cellular products and services and the ability to stay current on the cellular industry
• Work at a desk for periods of 2-3 hours at a time with the option of standing, sitting, or moving around the desk area while talking on a phone with a headset and using a computer.

Requirements:

• High School diploma or equivalent job experience.
• At least 3 years of supervisory experience.
• At least 5 years’ experience in a customer service environment; preferably in a leadership role.
• Regard all information as private, secure and confidential.
• Execute and support all company policies and procedures.
• Assist Operations Manager with various operational tasks and act as the backup when absent.
• Perform Supervisor, Lead and agent duties as needed.
• Assist in the hiring and onboarding of new employees.
• Ability to train new staff in all areas as needed and provide source of knowledge for staff inquiries.
• Ability to be self-motivated, work independently and manage multiple tasks at once.
• Possess a strong work ethic and team player mentality.
• Provide prompt, accurate and courteous customer service.
• Highly developed sense of integrity and commitment to customer satisfaction.
• Demonstrated passion for excellence with respect to treating and caring for customers.
• Lead by example by maintaining a positive attitude and outlook.
• Assisting customers over the phone and via email courteously, accurately, and efficiently.
• Adhere to attendance and punctuality standards as set forth in the employee handbook.
• Must possess excellent written and verbal communication skills.
• Training background preferred
• Willingness to work a flexible schedule and occasional overtime when needed.
• Strong MS Word and Excel applications skills as well an aptitude to learn new applications quickly.