Contact Center Manager

Job Description:

Assurant is seeking a Contact Center Manager to join our team in San Antonio, Texas. As a Contact Center Manager, you will be responsible for overseeing all aspects of our contact center operations, including managing a team of customer service representatives, analyzing call center metrics, and developing strategies to improve efficiency and customer satisfaction.

Responsibilities: - Supervise and manage a team of customer service representatives, ensuring they meet performance goals and deliver exceptional service to customers - Develop and implement strategies to improve contact center efficiency and productivity - Analyze call center metrics and data to identify trends and areas for improvement - Work with senior management to develop and implement contact center policies and procedures - Conduct regular performance evaluations and provide feedback and coaching to team members - Handle escalated customer issues and ensure they are resolved in a timely and satisfactory manner - Collaborate with other departments to ensure a seamless customer experience across all touchpoints - Stay up-to-date on industry trends and best practices in contact center management

Requirements: - Bachelor's degree in Business Administration or related field - 6+ years of experience in contact center management - Strong leadership and communication skills - Proven track record of managing a high-performing team - Ability to think strategically and develop innovative solutions to complex problems - Adaptable and confident in a fast-paced environment - Excellent analytical and planning skills - Knowledge of call center technologies and best practices

Benefits: - Disability insurance - Free food - Paid overtime

Working Environment: At Assurant, we value creativity and innovation. Our contact center is a place where employees are encouraged to unleash their creativity and think outside the box. We believe in nurturing a culture that celebrates new ideas and fosters collaboration.

Deadline to apply: July 12, 2024

Equal Opportunity Statement: Assurant is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

How to apply:

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