Customer Service Manager – Temporary

JobtailorWorkFromHome

Stellenbeschreibung:

Driving the results through daily, weekly, monthly management routines

Ensure the team is meeting or exceeding all key metrics

Managing outbound facing activities (appointment confirmation, courtesy calls, web chat, email, etc.)

Managing team taking inbound calls, focusing on efficiency, referrals, accuracy, compliance, and quality

Monitoring each Customer Service Associate’s daily performance against monthly objectives and goals

Addressing both positive and negative performance issues in a timely and impactful manner

Driving accountability for results and immediate improvement towards results

Achieving goals against individual and team targets through coaching, planning, and motivation

Understanding adjustments needed in team performance to achieve key performance indicators

Handling and supervising all customer complaints related to the Customer Service Associates or service delivery received

Partnering with designated teams to coordinate and ensure proper operational delivery

Requirements

2+ years supervisory or team lead experience
2+ years of experience handling complex processes, problem solving and applying analytical skills
Demonstrate success in maintaining a calm and professional demeanor in a busy business environment
Exhibit excelled understanding details of insurance or complex information
Possess ability to multi-task, have good computer skills and desktop navigation, and be an exceptional communicator

Core Competencies

Demonstrates strong leadership and team management skills, focusing on achieving key performance indicators through effective coaching, planning, and motivation. Proficient in handling complex processes and customer service operations while maintaining a professional demeanor in a fast-paced environment.