[Remote] Manager, Customer Service
Note: The job is a remote job and is open to candidates in USA. One Inc is a company that empowers insurers to meet policyholder expectations with choice, control, convenience, and continuity. They are seeking a Customer Service Department Manager to lead operations, drive strategic improvements, and ensure high-quality service delivery while fostering a positive team culture.
Responsibilities
- Support a team of customer service professionals in all day-to-day responsibilities, including answering phone calls, emails and following up on cases
- Coach call center staff through challenging customer service issues
- Analyze call center data, root cause analysis, product performance and prepare reports for upper management
- Evaluate staff and process effectiveness and performance
- Ensure all processes are enabling all staff members to achieve desired service levels, unit cost objectives and take corrective action, as needed
- Lead team, project and process meetings
- Prepare work schedules, process flow documentation, meeting notes, and project plans
- Develop and maintain relationships with internal and external stakeholders, including customers, vendors, and partners
- Minor facility operation and administrative tasks
Skills
- Degree in Business, Communications, or commensurate experience
- Minimum 3 years of call center management experience
- Proven ability to lead and develop high-performing teams
- Thorough knowledge of Windows, including Excel and Word, required
- In-depth knowledge of workforce management practices, required
- CRM application knowledge and practices, required
- Ability to multitask and remain calm under pressure, especially during peak hours or intense situations
- Exceptional interpersonal, customer service, problem-solving, verbal, and written communication, and conflict resolution skills
- Strong coaching and leadership skills, ability to motivate employees
- Build and maintain a positive culture within the call center to attract and retain high-quality team members
- Proficiency with technology software, including CRMs and phone systems
- Strong Analytical and problem-solving skills with a focus on data driven decision making
- Insurance experience is preferred
Benefits
- Medical, dental, and vision insurance
- A 401(k) plan
- A strong commitment to work-life balance
- Promoting opportunities for career advancement
Company Overview