Online Contact Center Manager

Job description:

State Farm Insurance Cos. is looking for a motivated and reliable Online Contact Center Manager to join our team in London, England. As a part-time position at the mid-to-senior level, the Online Contact Center Manager will be responsible for overseeing the operations of our online contact center and ensuring high levels of customer satisfaction and efficiency.

Responsibilities: 1. Manage a team of online customer service representatives, including hiring, training, and performance evaluations. 2. Develop and implement policies and procedures for the online contact center to ensure smooth operations and excellent customer service. 3. Monitor and analyze key performance indicators (KPIs) to identify areas for improvement and implement strategies to meet or exceed targets. 4. Handle escalated customer complaints and issues, providing timely and effective resolutions. 5. Collaborate with other departments, such as marketing and IT, to develop and implement online customer service initiatives and improvements. 6. Stay up-to-date on industry trends and best practices in online customer service to continuously improve the operations of the contact center.

Requirements: 1. Bachelor's degree in Business Administration, Management, or a related field. 2. Minimum of 7 years of experience in online customer service or contact center management. 3. Strong leadership and communication skills. 4. Ability to adapt to changing priorities and work well under pressure. 5. Experience in strategic planning and implementing process improvements. 6. Proficiency in Microsoft Office and online customer service platforms. 7. Personality traits: motivated, reliable. 8. Soft skills: adaptability, strategic planning.

Benefits: - Disability insurance - Travel & spending expenses - Free accommodation

Working environment: - Thrive in an environment that embraces and navigates change seamlessly.

Deadline to apply: June 26, 2024

Equal opportunity statement: State Farm Insurance Cos. 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 welcome all qualified candidates to apply for this position.

How to apply:

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