Assistant General Manager

About the role

This role will oversee and assist a team of customer service representatives responsible for responding to customer inquiries and resolving issues or complaints. Manage the daily workload to ensure required service volume and quality levels are attained. Train and coach staff in standard policies, procedures, and best practices.

Additionally, this role is responsible for executing HR initiatives in multiple functional areas including recruiting, onboarding, compensation, benefits, performance management, associate relations, training, and compliance. Serves as a key contributor toward fostering a positive work environment and helping drive company culture.

Manages 2 direct reports within the Customer Service team.

Responsibilities

• Provide all levels of management and field associates with policy interpretation and act as a resource for a variety of requests for information.
• Prepare and run HR metrics reports.
• Maintain statutory record keeping and filing systems.
• Manage new hire input and pre-employment procedures.
• Oversee the Financial Analyst.