Call Center Manager Job at Alpine Intel
Alpine Intel is dedicated to innovation across a broad range of property insurance intelligence – helping our customers reach peak performance throughout the policy life cycle. With a rich history of serving thousands of national and regional P&C insurers, law firms, and corporations, we are well-known for delivering the fastest cycle times for claims reporting with the utmost integrity.
Through our operating brands, Donan, HVACi, and StrikeCheck, we are respected as the industry leader for our scale and our track record of conducting expert, specialized, and accurate investigations. Headquartered in Charlotte, North Carolina, and Louisville, Kentucky, our team of experienced professionals provides high-quality solutions nationwide.
At the heart of our success is and will continue to be our ability to attract and retain the best talent to support our family of brands. Our subject matter experts in fire, HVAC, electrical systems, structural engineering, and manufactured components, as well as our dedicated client support, operations, and account management teams, work hard to ensure an unparalleled customer experience. Alpine Intel is looking for bright candidates with a passion for problem solving to join our growing team.
Alpine Intel. Decide Right.
Summary
:
The Call Center Manager position is a critically important position, ensuring a service-oriented and professional call center environment through excellent communication, customer focus and internal leadership. This position will supervise a team of employees across our brand of services, increase KPI’s and ensuring customer satisfaction and unparalleled service levels. This role will be directly involved with the development of KPIs as well as implementing procedures for interacting with customers and resolving caller situations.
FLSA Status: Salary / Exempt
Telecommute Classification
: Ineligible
Supervisory Responsibilities:
- Responsible for the supervision of assigned service agents including, but not limited to, interviewing/hiring, training, setting goals, coaching, evaluating and corrective action to ensure a well-qualified team and to enhance operational success.
- Ensures adequate staffing to meet call center objectives. Projects staffing needs and develops strategies to ensure call hours objectives are met. Initiates defined contingency actions during call period as required to maximize production.
- Responsible for monitoring individual service agent calls, evaluating calls against defined standards of performance, and providing coaching to service agents. Utilize third party reviews to provide coaching. Identify and schedule training for service agents according to identified needs.
- Utilize systems, reports and resources productively to achieve objectives in a cost-effective manner.
- Implement programs for leading and motivating service agent staff to achieve recruitment organizational objectives and minimize turnover.
- Responsible for managing annual employee reviews and evaluations for employees
- Perform other related duties as assigned.
Duties and Responsibilities:
- Experience in monitoring call queues and quickly adjusting the staffing demand to meet call volume to ensure responsiveness to clients, stakeholders and staff
- Manage process, lead staff, review timesheets, submit payroll and maintain daily attendance schedules of all employees
- Actively listen to agent calls and leverage for coaching opportunities to ensure exceptional customer service is provided to clients; documented via our system and consistently improved
- Work with management team to improve standard processes and drive performance Responsible for working with the Training Manager to develop, deliver and implement agent training programs for new agents and refresher courses for experienced agents
- Handle calls during high volume peak times to support the team in achieving their goals
Position Requirements:
- Prior supervisory experience of a call center is preferred
- Experience and ability to thrive in a fast-paced call center environment
- Proven ability to execute against goals, evaluate and improve processes
- Prior experience interviewing, evaluating, training and coaching employees
- Demonstrates strong oral and written communication skills
- Proven ability to problem solve
Please Note :
bankofmontserrat.ms is the go-to platform for job seekers looking for the best job postings from around the web. With a focus on quality, the platform guarantees that all job postings are from reliable sources and are up-to-date. It also offers a variety of tools to help users find the perfect job for them, such as searching by location and filtering by industry. Furthermore, bankofmontserrat.ms provides helpful resources like resume tips and career advice to give job seekers an edge in their search. With its commitment to quality and user-friendliness, Site.com is the ideal place to find your next job.