Customer Service Manager

Company: Generali Global Assistance
Location: Pembroke Pines
Posted on: June 23, 2022

Job Description:

Job Summary: - -The Customer Service Manager has oversight responsibility for the full customer service operations and support platform for Travel Insurance. - - - -Principal Duties and Responsibilities: - - -Determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer service standards; contributing information and analysis to organizational strategic plans and reviews -Develops call center systems by developing customer interaction and voice response systems, and voice networks; designing user interfaces; developing and executing user acceptance test plans; planning and controlling implementation -Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades -Meets call center financial objectives by estimating requirements; participating in preparation of the annual budget; scheduling expenditures; analyzing variances, initiating corrective action -Prepares call center performance reports by collecting, analyzing, and summarizing data and trends -Maintains professional and technical knowledge by tracking emerging trends in call center operations management; attending education workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies -Managing and directing a staff of Customer Service Managers across multiple locations with indirect reports to include supervisors, leads and call center representatives -Motivating and educating staff to deliver on departmental customer satisfaction results and performance goals -Participating in the development and enhancement of general processes and/or coaching procedures that will support company service, productivity and revenue generation goals -Facilitates the implementation of the Lean Management System and all associated activities, including LEAN sustainment activities. -Performs other duties as assigned - -Required / Desired Knowledge, Experiences and Skills: - -Five (5) or more years of management experience within a call center environment -Strong customer service and problem-solving skills -Ability to identify and resolve/escalate problems - -Good verbal and written communications skills -Ability to multi-task well -Advanced computer skills, especially in Microsoft Word & Excel -Strong self-starter -Excellent critical thinking and decision making skills -Ability to work as a part of a team as well as individually -Experience in an insurance office setting preferred -Licensed in Property & Casualty and Accidental & Health insurance preferred - -Education/Certifications: - -Bachelors Degree or equivalent call center management experience - -Physical Working Environment: - -While performing the duties of this job, the employee is required to stand; walk; sit for long periods of time; use of hands to grasp, handle, or feel; reach with hands and arms; finger dexterity; talk; hear. The employee is occasionally required to climb or balance and stoop, kneel, crouch, or crawl. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and ability to adjust focus. - -The above statements are intended to describe the general nature of work being performed by people assigned to this classification. - They are not to be construed as an exhaustive list of all responsibilities, duties and skills required of employees so classified. - - - - -Generali Global Assistance is an Equal Opportunity EmployerM/F/Disability/Veteran -Powered by JazzHR

Keywords: Generali Global Assistance, Pembroke Pines , Customer Service Manager, Executive , Pembroke Pines, Florida