Contact Center Manager

Job Description:

The Contact Center Manager at Reinsurance Group of America in San Diego, California will be responsible for overseeing the day-to-day operations of the contact center, ensuring a high level of customer service and satisfaction. This position requires a minimum of 6 years of experience in a similar role and is considered mid-to-senior level. The ideal candidate will possess strong leadership skills, be confident, and adaptable to changing situations.

Responsibilities: - Manage a team of contact center agents, providing guidance and support as needed - Develop and implement strategies to improve customer service and satisfaction - Monitor performance metrics and KPIs to ensure the contact center is meeting goals - Handle escalated customer inquiries and complaints in a timely and professional manner - Develop and deliver training programs for contact center staff - Participate in hiring and onboarding new team members - Collaborate with other departments to ensure seamless communication and coordination - Stay current on industry trends and best practices in customer service

Requirements: - Minimum of 6 years of experience in a contact center management role - Confidence in leadership abilities and the ability to adapt to changing environments - Excellent time management skills and the ability to prioritize tasks effectively - Strong persuasion skills and the ability to influence others - Proficiency in Microsoft Office Suite and CRM systems - Bachelor's degree in Business Administration or a related field preferred

Benefits: - Company-provided transportation for part-time employees - Profit sharing opportunities - Paid overtime for hours worked beyond the normal schedule

Working Environment: At Reinsurance Group of America, we prioritize understanding and empathy in all interactions. We believe in creating a supportive and inclusive work environment where all team members feel valued and respected.

Deadline to Apply: Interested candidates should submit their application by June 28, 2024.

Equal Opportunity Statement: Reinsurance Group of America 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, genetic information, marital status, amnesty or status as a covered veteran in accordance with applicable federal, state and local laws.

How to apply:

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