Manager, Customer Service
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Job Description
Customer Service leadership is responsible for the daily operations in the Customer Service department: staffing, setting performance goals, objectives, processes, etc.
ESSENTIAL FUNCTIONS:
• Manages and trains the call center operations staff, ensuring that interactions with customers are efficient and prompt.
• Forecasts telephone traffic to make necessary staffing adjustments.
• Recommends new technology or modifications to enhance the call center’s processes and systems.
• Prepares reports on call center trends for the senior leadership.
• Implements procedures and provides guidance to ensure customer inquiries and complaints are handled and processed in accordance with the organization’s objectives.
• Develops, maintains and implements operating systems and procedures for the department.
QUALIFICATIONS:
• Bachelor’s degree in a related field.
• Four years of experience in customer service or a call center environment (three of which must be in the insurance industry or directly related to the subject matter).
• Two years of experience must have been in a leadership or mentoring capacity.
• P&C Adjuster Licensing preferred
• Applicable insurance designations or the completion of courses.
Please note this position is office based but may require occasional travel for training or team meetings.
Automate your job search with Sonara.
Submit 10x as many applications with less effort than one manual application.