Remote Call Center Manager

Job Description: American Family Insurance Group is seeking a passionate and hardworking Remote Call Center Manager to join our team in Melbourne, Victoria, AU. As a part-time Associate Level position, the Remote Call Center Manager will be responsible for managing a team of remote call center agents to ensure exceptional customer service and productivity.

Responsibilities: - Oversee and manage a team of remote call center agents, ensuring they meet performance targets and provide excellent customer service - Develop and implement strategies to improve call center performance, including monitoring call volumes, response times, and customer satisfaction - Train and mentor call center agents to enhance their skills and performance - Handle escalated customer inquiries and complaints, ensuring prompt resolution and customer satisfaction - Develop and implement call center policies and procedures to streamline operations and improve efficiency - Monitor call center metrics and generate reports to track performance and identify areas for improvement - Collaborate with other departments to ensure seamless communication and coordination across the organization

Requirements: - Minimum 5 years of experience in call center management or a related field - Strong leadership and communication skills - Ability to work independently and remotely - Excellent problem-solving skills and a proactive approach to resolving issues - Ability to multitask and prioritize workloads in a fast-paced environment - Strong research and project management skills - Experience working in a virtual or remote call center environment is a plus

Benefits: - Travel and spending expenses - Life insurance - Employee discounts

Working Environment: At American Family Insurance Group, we foster a dynamic workplace that values teamwork, innovation, and shared success. As a Remote Call Center Manager, you will have the opportunity to work in a collaborative and supportive environment where your contributions are valued and rewarded.

Deadline to Apply: 2024-06-29

Equal Opportunity Statement: American Family Insurance Group is an equal opportunity employer and does not discriminate on the basis of race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, or any other protected status. We are committed to creating a diverse and inclusive workplace where all employees feel valued and respected.

How to apply:

Apply on GrabJobs and you will be notified if shortlisted for the job.