Assistant Manager, Solutions Center

Assistant Manager, Solutions Center

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.
• Stron…