CAC Brand Assistant Manager

Oversees the day-to-day operations of the Brand Group by being in constant contact with leads and technicians, flexing schedule and coordinating as necessary with the Brand Manager to ensure supervisory coverage from 6AM to 8PM, and performs all of the below Brand Manager functions in the absence of the Brand Manager.

• Coordinates with Manager of Quality Assurance to ensure technicians are coached and counseled on all monitored activities. Coaches and develops associates to meet and exceed call center goals.
• Monitors the use of documentation, identifies and resolves challenges, identifies needed documentation and training requirements.
• Reviews Brand Flash reports Daily, checking the pulse of the customer. Meets a minimum of once per week with the Brand Account Manager.
• Verifies that tickets are reviewed, ownership assigned, and escalated as necessary.
• Confirms follow through on all calls, especially those in moderate and serious status.  Manages the ACD to ensure adequate coverage. Reviews callbacks regularly to ensure expectations are met, and reviews all open calls daily.
• Maintains an environment that is in support of MSI’s guiding principle that “our people are number one.” Creates a positive and fun working environment.  Ensures adherence to company and department policies in a fair and consistent manner.
• Holds regular and frequent meetings with team to facilitate two-way communication of processes, changes, ideas and concerns. Actively seeks input from team members.
• Assists with other leadership functions, including (but not limited to) interviewing, performance appraisals, and any other administrative duty as delegated.
• Maintains all payroll records up to date in the AMS software.
• Demonstrates innovation by seeking ways to improve the department and company.
• Other duties as assigned.

• High School diploma (college education preferred).
• Prior leadership experience in a technical customer assistance center. ACD experience required.
• Excellent problem identification and solving skills. Must be proactive.
• Excellent verbal and written communication skills.
• Proven ability to work on multiple assignments simultaneously.
• Is a certified Help Desk Administrator via the STI training program.
• Proven ability to work in a crisis-management environment.
• Must be able to function in demanding environment while maintaining a professional demeanor.
• Self-motivated and able to perform with little or no direction.