Description

You will lead a team of customer service representatives to drive performance, retention, and customer experience. You'll help build policies, procedures, and training, and manage daily operations to achieve department objectives.

Requirements

• Bachelor's degree preferred
• 3+ years leading customer service in a call center setting
• 3+ years insurance sales, service, or underwriting experience preferred
• P&C or Personal Lines licensing preferred
• Strong analytical and communication skills

Responsibilities

• Coach and develop a team of customer service representatives or licensed agents
• Ensure direct reports meet weekly, monthly, and quarterly objectives
• Identify process improvement opportunities and recommend changes
• Hit service level benchmarks through workforce management
• Handle customer escalations