What are the responsibilities and job description for the Customer Support Manager position at Security First Insurance?
We are seeking a Customer Support Manager to oversee the daily operations of our omni-channel customer support team. This role involves driving performance to meet service level agreements (SLAs), key performance indicators (KPIs), and budget goals. You'll lead a team, providing coaching, training, and development to ensure exceptional customer service.
Key responsibilities include managing contact center objectives, forecasting staffing needs, analyzing performance data, implementing process improvements, and utilizing technology to enhance the customer experience. You'll also collaborate with IT and Business Systems to incorporate automation and AI technologies and lead departmental initiatives to optimize operations.
Minimum Requirements :
- High School Diploma or GED
- Five (5) years of customer service experience in leadership roles
- Three (3) years of experience in contact center environments
- Proven success in managing and developing high-performing, metrics-driven teams in a contact center or customer service environment
- OR an equivalent combination of education, certification, training, and / or experience
Certifications and Licenses :
Preferred Qualifications :