Ops Assistant Manager

Summary

Join our team as an Assistant Manager and lead a team of 15–20 remote support representatives, providing support to lawn care professionals and customers. Reporting to the Support Manager, you will be responsible for team performance, training, and ensuring exceptional customer experiences. This dynamic role offers opportunities for process improvement and career growth. You will conduct coaching sessions, performance reviews, and team meetings, while also assisting with hiring and onboarding. The ideal candidate is a results-driven leader passionate about empowering teams and delivering outstanding customer experiences. This position requires a high school diploma or equivalent, along with relevant experience in a call center environment and leadership.

Requirements

• Possess a high school diploma or equivalent
• Have 2–3 years of experience in a call center environment
• Have 6+ Months of proven leadership experience as a team lead, supervisor, or similar role
• Have 6+ Months of experience with performance management, agent coaching, and KPI improvement
• Be familiar with call center operations, metrics (e.g., CSAT, Productivity, QA, etc..), and best practices
• Have knowledge of CRM systems and tools (e.g., Zendesk, Admin, Amazon, etc..)
• Be able to inspire and lead a team to meet goals
• Be skilled in conflict resolution and managing diverse teams
• Be comfortable with presenting data, performance trends, and strategic plans to upper management
• Possess strong verbal and written communication skills
• Be able to explain performance metrics or trends to agents in a clear, actionable manner
• Be proficient in analyzing performance data, identifying trends, and creating actionable strategies
• Be able to make quick and effective decisions under pressure
• Be committed to delivering excellent customer or pro experiences and professionally handling escalations
• Possess active listening skills to understand concerns from team members, customers, or pros
• Have expertise in simplifying complex topics for agents during coaching or training sessions
• Be able to use motivational language to encourage skill improvement and career progression
• Be skilled in call center technologies, reporting tools, and Google tools (e.g., Sheets, Word, Presentation, etc..)
• Be quick to adapt to new systems or workflows
• Be able to balance multiple responsibilities, such as managing a team, reporting, and supporting upper management
• Have a collaborative mindset and a team-player attitude
• Possess empathy and emotional intelligence for customer, pro, and team interactions
• Be resilient under pressure, especially during peak periods or high-stakes situations
• Be proactive in identifying and resolving issues before they escalate
• Have a high-speed internet connection
• Have a reliable computer (Windows or Mac) capable of running multiple tabs in Google Chrome

Responsibilities

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

Preferred Qualifications

• Possess a Bachelor’s degree in business, communications, or a related field
• Have a headset for virtual meetings
• Have a webcam for team and 1:1 meetings to foster engagement