Contact Center Manager
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Job Description
Contact Center Manager responsible for planning and leading day-to-day activities in hazard outsourcing. Motivating staff, resolving issues, and ensuring high customer service standards.
Responsibilities:
- Plans, organizes, leads, controls and coordinates the day-to-day activities of associates involved in hazard outsourcing
- Participates in the development of short/long term goals and plans for work group
- Ensures that controls exist to monitor existing performance for all department assignments
- Communicates appropriately departmental performance
- Insures appropriate/available tools, supplies and facilities exist for all associates
- Provides coaching and direction to all associates within department
- Investigates and appropriately resolves all complaints associated with performance
- Promotes team development and cohesive participation to achieve department objectives
- Maintains individual and group reports/data that explain departmental performance
Requirements:
- Associate's degree and/or equivalent work experience required
- 2 years of supervisory experience required
- Experience in mortgage servicing, customer service, retail banking or hazard processing is desirable
- Excellent verbal and written communication skills
- Understanding of human resource policies and procedures
- Basic workflow management tools
- Well-developed interpersonal skills promoting team participation with assigned staff
- Motivational methods to improve and develop assigned staff
- Ability to engage co-workers and peers in cross-functional teams
- Multi-task and perform to multiple goals/objectives.
Benefits:
- Health insurance
- 401(k)
- Professional development opportunities
- Flexible work hours
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