Assistant Manager, Solutions Center

**Associate Referral Reward Eligible**

*This position is Hybrid at our office in Houston, TX with a target start date of December 7th, 2026*

Job Purpose: The Assistant Manager, Solutions Center supports the Manager, Solutions Center in the day-to-day leadership and performance of the Solutions Center. This position has a primary focus on people leadership, employee development, training, attendance, performance management, and operational execution. The Assistant Manager works closely with Tier I Supervisors to ensure employees are appropriately coached, trained, scheduled, engaged, and held accountable to established performance, quality, customer service, attendance, and compliance expectations. The position serves as a key leadership resource for Supervisors and employees, translating departmental goals and established standards into consistent day-to-day execution. The Assistant Manager provides visibility to the Manager regarding employee performance, attendance trends, training needs, supervisory effectiveness, and operational concerns.

Essential Duties:

- Provide day-to-day leadership, coaching, and support to Solutions Center Supervisors to ensure consistent leadership practices, employee development, accountability, and operational effectiveness.

- Monitor team and individual performance metrics, including productivity, quality, customer service, compliance, attendance, and schedule adherence, and partner with Supervisors to address performance gaps.

- Review operational and workforce trends, identify risks impacting service delivery, and escalate staffing, attendance, performance, or employee relations concerns to the Manager as appropriate.

- Support employee engagement initiatives by fostering a positive, accountable, and performance-focused work environment that promotes development, recognition, and retention.

- Partner with Supervisors to deliver timely coaching, feedback, performance improvement efforts, and corrective actions consistent with company policies and leadership direction.

- Assist in identifying training and development needs and coordinate onboarding, coaching, and continuous learning activities to improve employee effectiveness and knowledge.

- Serve as a communication liaison between leadership and frontline teams, ensuring operational updates, process changes, expectations, and business initiatives are consistently communicated and executed.

- Assist with resolving day-to-day operational, employee, and customer issues, including escalated matters requiring leadership support.

- Participate in recruiting, interviewing, onboarding, and talent development activities, including identifying future leadership candidates and supporting workforce planning discussions.

- Analyze performance, quality, attendance, and operational data to identify trends, provide recommendations, and support informed decision-making by leadership.

- Maintain accurate documentation related to employee coaching, attendance, performance management, and development activities in accordance with company requirements.

- Partner closely with the Manager, Solutions Center to support departmental objectives, operational initiatives, employee engagement efforts, and overall team effectiveness.

- Assume designated leadership responsibilities in the Manager's absence and perform other duties as assigned.

Knowledge, Skills, and Abilities:

- Demonstrated leadership experience in a contact center, technical support, or customer service environment.

- Strong coaching, mentoring, and employee development skills.

- Strong understanding of attendance, schedule adherence, performance management, and employee accountability.

- Excellent verbal and written communication skills.

- Ability to communicate expectations clearly and provide constructive feedback.

- Strong conflict resolution and problem-solving skills.

- Ability to analyze employee and team performance data and identify trends.

- Strong organizational skills and attention to detail.

- Ability to manage multiple priorities in a fast-paced, 24-hour/7-day operating environment.

- Ability to collaborate effectively with employees, Supervisors, Managers, Training, and other departments.

- Demonstrated ability to maintain confidentiality and exercise sound judgment when handling employee matters.

- Working knowledge of customer service, technical support, ticketing, quality assurance, and contact center operations.

- Ability to work independently while maintaining alignment with the Manager and established departmental objectives.

Minimum Qualifications:

- High school diploma or GED.

- 5+ years of experience in a contact center, technical support, customer service, or related environment.

- 2+ years of supervisory or leadership experience.

- Demonstrated experience coaching, developing, and managing employee performance.

- Experience working with attendance, schedule adherence, quality, productivity, or customer service performance metrics.

Preferred Qualifications:

- Associate or bachelor's degree or related field of study.

- Prior experience supporting multiple teams or Supervisors.

- Prior experience in a technical/contact center environment.

- Experience supporting training, onboarding, or employee development programs.

- Experience with performance reporting, quality assurance, and workforce management systems.

Physical Requirements:

- While performing the duties of this job, the employee is regularly required to: stand, sit, talk, hear, and use hands and fingers to operate a computer, telephone, and a variety of office equipment.

- Occasionally, this position may need to reach, stoop, or kneel.

Salary and Benefits:

At Aventiv, our salary and benefits are designed to fit you as a whole person. We offer a salary range based on experience and qualifications to ensure your unique contributions are met with our most competitive offer.

- $55,783.41 - $63,593.09 per year

- Health Insurance

- 401(k)

- Disability

- Life Insurance

- Paid Time Off

- Voluntary Benefits