Assistant Operations Manager

Job Description

Overview

At Excel Telemessaging, we believe in delivering exceptional service at a reasonable cost — and that starts with a well-trained, supported team.

As our new Assistant Operations Manager, you’ll play a key role in developing, implementing, and maintaining training programs that set our team up for success. You’ll work on-site with a talented group of agents and the Operations Manager to ensure employees are equipped with the knowledge, tools, and confidence to deliver outstanding service.

This role is ideal for someone who is passionate about training, process improvement, and continuous development in a fast-paced contact center environment.

What You’ll Do

• Design, implement, and maintain training programs for new hires and existing employees.
• Track and support new hires throughout onboarding, ensuring successful progression and retention.
• Provide ongoing coaching, training, and skill development to team members.
• Identify training gaps and implement solutions to improve performance and service quality.
• Create and manage training schedules for onboarding and continuous development.
• Ensure team members remain current on training, policies, and compliance requirements.
• Evaluate training effectiveness and adjust programs based on performance metrics and feedback.
• Collaborate with leadership to update training materials as processes, systems, or client needs evolve.
• Serve as a subject matter expert on contact center tools, systems, and workflows.
• Support daily operations by answering questions, resolving issues, and assisting with escalations.
• Help maintain a positive, collaborative, and productive team environment.
• Communicate updates clearly and ensure smooth adoption of process or system changes.
• Review performance metrics and support team members in achieving goals.
• Contribute ideas that support operational efficiency and team development.

What We’re Looking For

• Experience developing, implementing, or maintaining employee training programs.
• Strong coaching and mentoring skills with a focus on employee growth and success.
• Experience in a high-volume call center or customer service environment.
• Ability to identify performance gaps and implement effective training solutions.
• Excellent communication and organizational skills.
• Comfortable managing multiple priorities and adapting to change.
• Strong accountability and a proactive, solutions-oriented mindset.
• Ability to work both independently and collaboratively.
• A genuine commitment to supporting both team members and customer experience.

About Excel

At Excel Telemessaging (exceltelemessaging.com), we provide professional, reliable, and compassionate answering services that help businesses stay connected around the clock.

Our team is the heartbeat of what we do — every call, message, and interaction reflects our commitment to quality, care, and service excellence.

We believe in collaboration, accountability, and growth. When you join Excel, you join a supportive team that values your voice and provides the tools needed to succeed — all while working together in person to deliver exceptional results.

Ready to Join Us?

If this sounds like the right fit, we’d love to hear from you! Apply today and take the next step in your career with Excel Telemessaging — all positions are in-office.

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Pay: $20.00 - $25.00 per hour

Expected hours: 37.0 – 45.0 per week

Benefits:

• Dental insurance
• Employee assistance program
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Experience:

• Employee Training: 1 year (Preferred)
• High Volume Call Center: 3 years (Preferred)
• Supervisor: 3 years (Preferred)

Ability to Commute:

• Venice, FL 34285 (Preferred)

Work Location: In person