Contact Center Manager - Work from home

Job Description:

American Family Insurance Group is seeking a part-time Contact Center Manager to work from home in Seattle, Washington. As a mid-to-senior level manager, you will be responsible for overseeing the daily operations of our contact center, ensuring exceptional customer service and employee performance.

Responsibilities: - Manage a team of customer service representatives, setting performance goals and providing coaching and feedback - Develop and implement strategies to increase customer satisfaction and retention - Analyze call center metrics and trends to identify areas for improvement - Collaborate with other departments to streamline processes and enhance the overall customer experience - Handle escalated customer inquiries and provide resolutions in a timely manner - Conduct regular performance evaluations and provide ongoing training to team members - Stay current on industry trends and best practices in contact center management

Requirements: - 6 years of experience in a contact center environment, with at least 2 years in a managerial role - Hardworking and passionate about providing excellent customer service - Strong analytical and problem-solving skills - Excellent communication and leadership abilities - Proficient in Microsoft Office Suite and CRM systems - Ability to work independently and adapt to a rapidly changing work environment

Benefits: - Parental leave - Vision insurance - Life insurance

Working Environment: We thrive in an energetic and rapidly evolving work setting where creativity and innovation are encouraged. Our contact center managers play a vital role in shaping the overall customer experience and driving business growth.

Deadline to Apply: July 4, 2024

Equal Opportunity Statement: American Family Insurance Group is an equal opportunity employer. We value diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

How to apply:

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