Call Center Manager - Remote Work

Job Description:

Erie Insurance Group is seeking a remote Call Center Manager to join our team in London, England. As a part-time position at a mid-to-senior level, the Call Center Manager will be responsible for overseeing the day-to-day operations of our call center and ensuring that our customer service team delivers top-notch service to our clients.

Responsibilities: - Manage a team of call center agents, providing guidance, support, and training as needed - Develop and implement call center policies and procedures to streamline operations and improve efficiency - Monitor call center performance metrics, such as average handling time, first call resolution, and customer satisfaction scores - Conduct regular performance evaluations and provide feedback to team members to help them improve their skills and performance - Handle escalated customer complaints and issues in a professional and efficient manner - Collaborate with other departments within the company to ensure a seamless customer experience - Stay up-to-date on industry trends and best practices to continuously improve the call center operations

Requirements: - 7 years of experience in a call center or customer service management role - Reliable and passionate individual with strong leadership skills - Excellent people management and research skills - Ability to work remotely and effectively communicate with team members and other stakeholders - Proficiency in using call center software and CRM systems - Strong problem-solving and decision-making abilities - Bachelor's degree in Business Administration or a related field preferred

Benefits: - Parental leave - Dental insurance - Life insurance

Working Environment: At Erie Insurance Group, we strive to cultivate a sense of ownership and responsibility at every level. We believe in empowering our employees to take ownership of their work and make a meaningful impact on our customers and the community.

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

How to apply:

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