Job Summary
American Income Life Insurance Company is hiring a Customer Care Manager to work a hybrid work schedule working 3 days per week in office and 2 days remote
The responsibility of the Customer Service Manager to manage/drive local production and effectiveness of the Call Center Operations while facilitating the maximization of resources to achieve superior customer satisfaction, productivity, efficiencies and economic goals .
Primary Duties & Responsibilities
- Oversees daily activities of Customer Service Operations
- Maintaining up-to-date knowledge of industry developments and involvement in networks
- Interacts with Management to ensure smooth coordination of production workflow
- Enacts contingency plans as needed
- Ensures staffing levels are maintained with the proper employee mix
- Develops, implements and reviews ongoing performance results to targets
- Monitoring random calls to improve quality
- Minimize errors and track operative performance
- Participates in daily, weekly, monthly, and annual planning process as appropriate
- Maintains a favorable working relationship with all company employees to foster and promote a cooperative working environment
- Performs all necessary managerial functions to effectively and efficiently manage the personnel assigned.
- Reliable and predictable attendance of your assigned shift
- Ability to work Full-Time and/or Part-Time based on the specific position for which you're applying
Required Skills
- Analytical skills and audit background preferred
- Ability to manage multiple priorities and multitask
- Must have excellent leadership and people skills
Required Experience
- 5+ years production and process improvement experience required
- Management experience including production standards, forecasting, financial analysis, scheduling, reporting, project management, and operations management.
- Experience managing, coaching, and developing staff
- Experience in production and/or product development environment
- Call Center management experience preferred
Required Experience
- 5+ years production and process improvement experience required
- Management experience including production standards, forecasting, financial analysis, scheduling, reporting, project management, and operations management.
- Experience managing, coaching, and developing staff
- Experience in production and/or product development environment
- Call Center management experience preferred
- Bachelor's degree in Management, Business Administration, or Finance preferred.