Support Manager - Remote Work

As a Support Manager at MetLife, you will play a key role in leading a team of remote support professionals to deliver exceptional customer service and technical assistance. Your primary responsibility will be to ensure the support team meets and exceeds performance metrics, while also fostering a positive and collaborative team environment.

Responsibilities: - Lead and manage a team of remote support representatives, providing guidance, support, and coaching to achieve team goals - Monitor team performance and quality assurance metrics, identifying areas for improvement and implementing corrective actions as needed - Develop and implement training programs to enhance the skills and knowledge of support staff - Collaborate with cross-functional teams to address escalated customer issues and provide timely resolutions - Analyze support data and trends to identify opportunities for process improvements and operational efficiencies - Create and maintain documentation for support processes, procedures, and best practices

Requirements: - Bachelor's degree in Business Administration, Information Technology, or related field - 7+ years of experience in a support or customer service role, with at least 2 years in a supervisory or managerial position - Proven track record of meeting or exceeding performance goals and KPIs - Excellent communication and interpersonal skills, with a strong ability to motivate and inspire team members - Ability to work effectively in a remote setting, with experience managing virtual teams - Dedicated and passionate about delivering exceptional customer service - Creative problem-solving skills and strong analytical abilities

Benefits: - Company transportation for local travel - Life insurance coverage - Paid overtime opportunities

Working Environment: At MetLife, we empower our employees to take ownership of their work and make impactful decisions. We foster a culture of collaboration, innovation, and continuous improvement, where every team member's contribution is valued and recognized.

Equal Opportunity Statement: MetLife is an equal opportunity employer and is committed to diversity and inclusion in the workplace. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or any other protected status. All qualified applicants will receive consideration for employment without regard to any characteristic protected by applicable laws.

How to apply:

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