[Work From Home] Customer Service Manager - Call Center

Job Highlights:

• Location: Remote
• Compensation: a competitive salary
• Company: Workwarp
• Position: Customer Service Manager - Call Center
• Start Date: Immediate openings available

 

 

Report directly to the VP of Client Experience Oversee and manage the daily operations of the call center. Develop and execute strategies to enhance call center efficiency and performance. Ensure customer interactions are handled promptly and professionally. Monitor and analyze call center metrics, identifying opportunities for improvement. Recruit, train, and mentor call center agents to build a high-performing team. Motivate, engage, and support the call center staff to drive results. Manage the call center budget and optimize resources effectively. Leverage Amazon Connect to streamline call routing, customer engagement, and reporting processes. Collaborate with the VP of Client Experience to ensure the proper configuration and utilization of Amazon Connect to meet business needs and optimize call handling. Troubleshoot and resolve any issues related to Amazon Connect, collaborating with IT and AWS support as needed. Stay informed on the latest Amazon Connect features and functionality for optimal use. Collaborate with other departments to ensure a seamless and consistent customer experience. Other duties as assigned by your manager. Requirements: Qualifications:

5 years of experience in a call center management role, preferably within the health insurance industry
Expert knowledge of Amazon Connect
Experience working in a remote environment and managing a ?remote? team
Strong leadership skills with the ability to inspire, mentor, and drive performance improvements across diverse teams.
Ability to work independently and as part of a team
Proven track record of success in managing and improving call center operations
Experience working in a fast pace high functioning environment
Excellent communication, organizational, and problem-solving abilities to address challenges and enhance operations.

Physical Requirements:

Prolonged periods sitting at a desk and working on a computer per day
Repetitive use of fingers, hands, elbows, and arms including typing, reaching, grasping, and writing
Ability to lift, carry, push, pull, and carry 5-30 pounds occasionally
Hearing and speaking ability sufficient to carry on a conversation with another individual (or groups of individuals) in person and over the telephone.
Visual ability is sufficient to read and produce printed material and information displayed on a computer screen.

Perks and Compensation:

Full-time / Exempt
Salary Range$ 75,000 to $80,000
Travel 5%
Internet Reimbursement
Cellular Reimbursement
Fully Remote / Work from the comfort of your home!
401(k) plan participation with employer-matched contributions
Full medical, dental, and vision benefits with 100% employer-paid premiums after the introductory period is met

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This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. Apply Job!

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