Contact Center Manager
***This is a remote position hours are 8:30-5:30 M/F EST***
- Minimum of 3 years of experience managing or supervising a team of call center representatives or agents that are speaking to commercial insurance customers, plus experience leading remote teams
The Contact Center Manager reports to the VP of and leads a team of 10-15 Representatives. The Contact Center Manager resolves complex issues and questions escalated by the team and works with senior management to continuously improve the efficiency and effectiveness of the Company’s services.
PRIMARY JOB FUNCTIONS
- Lead and supervise the day-to-day activities of the CSR Team
- Foster a common vision of performance and provide clear direction and priorities, clarify roles and responsibilities of CSR team
- Effectively set and manage work schedules, including time off requests, to optimize productivity and employee satisfaction
- Communicate with the team to ensure representatives are fully informed of all new information related to products, procedures, customer needs, and company-related changes
- Establish, monitor and analyze performance metrics and Key Performance Indicators
- Manage performance issues
- Hire, coach and train team members to acquire the knowledge, skills and capabilities to meet and exceed performance expectations
- Conduct performance appraisals of team members
- Promptly and professionally resolve complex issues and questions escalated by CSR's
- Track calls, client interactions, and other relevant information in the CRM
- Implement and review operational protocols and processes to maximize efficiency
- Prepare reports for upper management
ESSENTIAL QUALIFICATIONS AND SKILLS
- Bachelor's degree or equivalent work experience
- · Minimum of 3 years of experience managing or supervising a team of call center representatives or agents that are speaking to commercial insurance customers) experience leading remote teams.
- · Minimum of 3 years of experience servicing health/medical insurance benefits and claims
- · Proficient in G-Suite or Excel
- · Knowledgeable of health insurance benefits, coverages and claims
- · Knowledgeable of performance metrics and KPIs relevant to call centers
- · Effective working independently from home, with self-discipline, motivation and technical competence to be successful
- · High level of precision, recognizing errors and fixing them
- · High level of conscientiousness, caring for the quality and consistency of work output and client experiences
- · Strong motivator and positive personality that keeps team members focused and energized
- · Resourcefulness to find answers and potential solutions to Client questions and Company challenges
- · Strong written and verbal English language skills
OTHER REQUIREMENTS
- Private and quiet home office with the ability to maintain a professional background at all times
- Reliable, high-speed internet connection
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Last updated on Oct 18, 2024