hybrid customer care contact center manager.

Do you have exceptional leadership, management, and guidance experience within a call center environment?  Have you managed, mentored, and trained to KPIs?  Do you have experience leading and steering team member development by analyzing information from multiple sources and creating plans and goals?  Do you enjoy collaborating with a team of co-managers to provide the best strategy to producers which will lead to the enhancement of the customer's experience?  The Hybrid Customer Care Contact Center Manager role will guide a team of  6-10 team members for 8 hours a day between the core business hours of 7:00am to 6:00pm.  Your core 8 hour scheduled day will be confirmed after training.  You will be set up to work in the office 3 days a week; Tuesdays and two other days of your choosing.  The other 2 days will be working from home. Free parking will be offered in the company's parking at least through 2025.  

salary: $33 - $36 per hour
shift: First
work hours: 7 AM - 6 PM
education: High School

Responsibilities

• Supervise contact center associates who answer incoming phone calls and emails from Policyholders, Field Agents, Distribution Partners, and Third Parties requesting information on Individual Life insurance products, policies, and procedures.
• Monitor team results to ensure service levels are met while developing associate skills and performance across all supported business lines.
• Analyze Key Performance Indicators per producer and across diverse service areas.
• Plan and direct work to team members for optimal performance.
• Provide timely and consistent feedback.
• Listen to phone interactions and provide coaching to improve efficiency and the ultimate client experience.
• Ensure client interactions meet compliance and communication standards across all product lines.
• Create an environment emphasizing customer focus, trust, respect, cooperation, participation, and continuous improvement.
• Work cross-functionally across the organization to collaborate on projects and initiatives.
• Manage change with thorough and timely communication.
• Communicate risk exposure or staffing hiccups to senior leadership.

Skills

Verbal Communication (4 years of experience is required)

Basic Computer Skills (4 years of experience is required)

Basic Software Skills (4 years of experience is required)

Follow-up (2 years of experience is required)

Telephone Etiquette (4 years of experience is required)

Active Listening (4 years of experience is required)

Responsiveness (4 years of experience is required)

Customer Relationship Management (4 years of experience is required)

Documentation Skills (2 years of experience is required)

Financial Services Leadership (2 years of experience is required)

Life Insurance

Analytical Skills (4 years of experience is required)

KPI Management Experience (2 years of experience is required)

Training and Development (2 years of experience is required)

Leadership Skills (2 years of experience is required)

Qualifications

Years of experience: 4 years

Experience level: Manager

Randstad is a world leader in matching great people with great companies. Our experienced agents will listen carefully to your employment needs and then work diligently to match your skills and qualifications to the right job and company. Whether you're looking for temporary, temporary-to-permanent or permanent opportunities, no one works harder for you than Randstad.

Equal Opportunity Employer: Race, Color, Religion, Sex, Sexual Orientation, Gender Identity, National Origin, Age, Genetic Information, Disability, Protected Veteran Status, or any other legally protected group status.

At Randstad, we welcome people of all abilities and want to ensure that our hiring and interview process meets the needs of all applicants. If you require a reasonable accommodation to make your application or interview experience a great one, please contact HRsupport@randstadusa.com.

Pay offered to a successful candidate will be based on several factors including the candidate's education, work experience, work location, specific job duties, certifications, etc. In addition, Randstad offers a comprehensive benefits package, including: medical, prescription, dental, vision, AD&D, and life insurance offerings, short-term disability, and a 401K plan (all benefits are based on eligibility).

This posting is open for thirty (30) days.