Assistant Manager, Solutions Center

Responsibilities: Provide day-to-day leadership, coaching, and support to Solutions Center Supervisors to ensure consistent leadership practices and operational effectiveness. Monitor team and individual performance metrics (productivity, quality, customer service, attendance) and address gaps with Supervisors. Review operational trends, identify risks to service delivery, and escalate staffing or performance concerns to the Manager. Support employee engagement and development, recognition, and retention initiatives. Deliver coaching, feedback, and performance improvement actions aligned with policies. Identify training needs and coordinate onboarding, coaching, and continuous learning activities. Serve as communication liaison to ensure updates, process changes, and initiatives are executed. Assist with resolving operational, employee, and customer issues; handle escalated matters with leadership support. Participate in recruiting, interviewing, onboarding, and talent development; support workforce planning. Analyze performance data to identify trends and support informed leadership decisions. Maintain documentation of coaching, attendance, and performance development in line with requirements. Collaborate with Manager to support departmental objectives and initiatives. Assume leadership responsibilities in the Manager's absence and perform other duties as assigned.

Key requirements: Demonstrated leadership in a contact center, technical support, or customer service environment. Strong coaching, mentoring, and employee development skills. Solid understanding of attendance, schedule adherence, performance management, and accountability. Excellent verbal and written communication skills; ability to provide clear expectations and constructive feedback. Strong conflict resolution and problem-solving abilities. Ability to analyze performance data and identify trends. Organizational skills and attention to detail; ability to manage multiple priorities in a 24/7 environment. Ability to collaborate with multiple teams and maintain confidentiality when handling employee matters. Working knowledge of customer service, ticketing, quality assurance, and contact center operations. Ability to work independently while aligning with department goals.leadershipcoachingcommunicationperformance analyticsworkforce management concepts/systemsticketing/quality assurance processes