Manager, Customer Service

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

Requirements:

• 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