Customer Service Manager

October 20

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California FAIR Plan Association

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Basic Dwelling Insurance and Fire insurance

51 - 200

Description

• Manages the Customer Service staff by overseeing and assessing staff activities to achieve optimal service level objectives. • Monitors activities of the customer service team and provides real-time monitoring of average speed of answer during low and peak times, average length of calls, quality resolution of calls and call reporting analytics that can be explained to staff and management. • Identifies performance opportunities, training needs for all staff with an eye towards continuous improvement. • Hires, trains, succession plans and coaches Customer Service Reps (CSRs). • Provides weekly reports to management on call center metrics with analysis. • Conducts quality call audits and provides feedback to CSRs. • Ensures staff members are achieving desired service levels requirements, inspires to improve and invokes performance management when needed. • Prepares reports by analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer experience.

Requirements

• Bachelor’s degree preferred. • 5 years of Customer Service leadership / management experience preferred. • Strong leadership abilities to develop, direct and motivate employees. • Insurance experience preferred (Operational /Underwriting /Claims/Billing /Risk Analysis). • Excellent computer skills including Word, Excel and PowerPoint. • Strong organizational skills to manage and prioritize projects. • Strong presentation and communication skills (verbal and written). • Strong interpersonal skills and experience working in a team environment. • Proven experience working in or supervising high volume customer interaction phone activities. • Familiarity with various Contact Center Software and analytics technologies (i.e., Amazon AWS, Five9, Dialpad, Ring Central). • Some complaint handling experience.