Contact Center Manager - Remote

Overview

The Contact Center Manager will lead the Customer Experience team within the Employee Benefits Division, focusing on operational excellence and customer satisfaction.

In Short

• Lead and inspire a high-performing contact center team.
• Analyze performance metrics to coach team members.
• Collaborate cross-functionally to resolve customer issues.
• Develop strategies to improve customer experience.
• Monitor customer feedback for trends and improvements.
• Ensure compliance with policies and regulations.
• Manage scheduling and workload distribution.
• Provide performance updates to senior leadership.
• Perform additional duties as assigned.

Requirements

• Bachelor’s degree in business management or related field.
• 3+ years of Operations leadership experience or 5+ years in a contact center.
• Strong analytical skills and proficiency in Microsoft Office.
• Excellent verbal and written communication skills.
• Proven leadership abilities in a contact center environment.
• Ability to manage multiple priorities effectively.
• Discretion in handling confidential information.
• Familiarity with contact center technologies.

Benefits

• Impactful work that protects customers.
• Opportunity to shape customer journey and service delivery.
• Dynamic and evolving work environment.
• Culture of accountability, innovation, and inclusion.