Contact Center Manager

Job not on LinkedIn

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $49.3k - $81.3k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

📞 Call Center Representative

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 0%

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Assurant

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 1892

💼 Consulting

📦 Logistics

💸 Finance

💰 Post-IPO Debt on 2023-02

Consulting • Logistics • Finance

Assurant is a global company specializing in providing consumer-centric support and protection services. With a presence in over 21 countries across regions like North America, Europe, Latin America, and Asia-Pacific, Assurant helps over 300 million consumers through services like technology protection, claims resolution, and financial services. The company emphasizes innovation, remote work opportunities, and global collaboration, with teams skilled in technology, claims, customer service, and finance. Assurant offers a competitive benefits package and is committed to equal employment opportunities and work-life balance.

📋 Description

• Plan, organize, lead, control and coordinate day-to-day activities of contact center associates providing hazard outsourcing services • Develop short- and long-term goals and plans for the work group • Monitor performance controls, financial risk, productivity, quality standards and service levels • Communicate departmental performance • Ensure associates have appropriate tools, supplies and facilities • Enforce corporate, operational and departmental policies and values • Coach and direct associates to promote continued performance improvement • Investigate and resolve complaints, identify root causes, and implement preventive controls • Promote team development and cohesive participation to achieve operational objectives • Maintain individual and group performance reports, including attendance, work hours, productivity and staffing models • Resolve personnel issues in accordance with HR policies • Recruit candidates and align staff resources and skills with departmental functions • Provide incentives and rewards and solicit feedback for continuous improvement • Participate in client meetings and provide required information within agreed timelines • Negotiate and resolve issues affecting assigned and other departments • Support operations management and participate in operational problem analysis and process improvements • Keep Account Executives updated on changes involving assigned clients

🎯 Requirements

• 2 years of supervisory experience required • Experience in mortgage servicing, customer service, retail banking or hazard processing is desirable • High School Diploma • Associate’s degree and/or equivalent work experience is required • Excellent verbal and written communication skills • Understanding of human resource policies and procedures • Basic workflow management tools • Well-developed interpersonal skills promoting team participation with assigned staff • Motivational methods to improve and develop assigned staff • Ability to engage co-workers and peers in cross-functional teams • Ability to multitask and perform to multiple goals/objectives • Must be available to work a flexible schedule, which may include evening and some Saturday hours • Employment contingent upon completion of required identity verification process, which may include biometric technology

🏖️ Benefits

• Opportunity to grow your career and learn the mortgage banking and insurance industries • Flexible schedule options, including evening and some Saturday hours • Incentives and rewards that promote excellence and achievement • Video-based virtual interviews • Identity verification process and biometric technology where permitted by law