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Customer Service Manager
1 month ago
As a Customer Service Associate Manager, you will be responsible for leading a team of customer service representatives to ensure that they meet the required performance standards. This includes managing service level, productivity, efficiency, quality, and other key performance indicators. You will work closely with the Contact Center Lead, Global Process Owner, and Senior Leadership to determine program goals and initiatives.
You will seek opportunities to increase customer satisfaction and deepen client relationships. You will take ownership in resolving and managing end-customer issues and escalations. You will manage staff assignment based on business needs and unit capacity, including process migrations, hiring, infrastructure, and technology implementation.
You will build capacity through resource planning, cross-training, and managing operations within approved budget. You will lead, direct, evaluate, and develop internal resources to take key positions as Supervisors/Team Leaders through assisting in the execution of Career Development Plans.
You will conceptualize and implement internal rewards and recognition employee programs within the unit for retention and growth. You will communicate internal updates and build synergies across different teams towards attaining a common objective.
You will assist and provide guidance in hiring and screening of candidates. You will ensure readiness of Business Continuity Plan and lead implementation, if necessary. You will manage compliance to company policies and effect disciplinary measures on violations.
Job Qualifications:- College Graduate / Bachelor's Degree
- 5+ years of relevant experience in Individual Life Insurance, Annuities, Retirement Services, or other related industry (health/financial services)
- 5+ years of leadership experience in managing a 100+ contact center team and leads in a Shared Services organization, BPO or Insurance Industry
- In-depth knowledge of large-scale contact center operations, workforce management practices, and contact center tools
