Assistant Call Center Manager in Torrance, California at RARE COLLECTIBLES TV LLC

We are seeking an experienced and motivated Assistant Call Center Manager to lead daily operations, support staff development, and ensure exceptional customer service within our fast-paced call center environment. The ideal candidate will have strong leadership skills, experience managing teams in a call center setting, and the ability to coach employees while maintaining operational efficiency.

Job Responsibilities

• Oversee daily call center operations and ensure department goals are met
• Create and maintain call scripts
• Create item numbers and process multi-pay orders
• Run and review Lexis Nexis reports
• Monitor and manage permanent hold, 45-day, and nonpayment reports
• Handle escalation calls and resolve customer concerns professionally
• Monitor call quality and ensure compliance with company policies and procedures
• Support customer service and call center queues as needed

Leadership & Management Duties

• Coach, mentor, and develop Leads, Jr. Leads, and Call Center Agents
• Conduct monthly 1:1 meeting with Leads and Jr. Leads
• Assist with hiring, interviewing, onboarding, and training new agents
• Write and deliver employee performance reviews
• Provide encouragement and identify opportunities for additional training and development
• Maintain confidentiality of management and employee information
• Generate and share team performance reports and call center statistics

Operational & Administrative Support

• Assist with opening and closing procedures when needed
• Review scripts and BO limits
• Manage information/order emails and welcome emails
• Provide backup support for customer service functions and reporting tasks
• Ensure excellent customer service standards are consistently maintained

• Minimum 3 years of customer service experience in a call center environment
• Minimum 1–2 years of leadership or management experience preferred
• Strong leadership, coaching, and conflict-resolution skills
• Excellent verbal and written communication skills
• Strong organizational and multitasking abilities
• Proficiency in Microsoft Office, including Word and Excel
• Excellent data entry and reporting skills
• Professional phone presence and customer service demeanor
• Ability to maintain confidentiality and exercise discretion
• Availability to work evenings and weekends as needed