What are the responsibilities and job description for the Contact center manager position at Goosehead Insurance?

Working at Goosehead

We've worked hard to earn the trust of our clients, so we're more than a bit selective when it comes to hiring new people. If you think you have what it takes to grow with our company, we would love to meet you.

At Goosehead, we value our employees. Our mission is to help each of you grow personally and professionally. If you are interested in learning more about this opportunity, please apply and a member of our Talent Acquisition team will be in touch. We look forward to speaking with you!

Please note that you must be in your current position for a minimum of 6 months to be eligible to apply for other internal positions.

Position Overview :

We are currently seeking a skilled and proactive Customer Service Manager to lead our dedicated inbound contact center team focused on providing exceptional service to our clients. This pivotal role demands a seasoned professional with experience in the P&C Insurance industry, a strategic mindset, and outstanding leadership capabilities.

Key Responsibilities :

Lead and mentor a team of 10 people, ensuring high standards of service delivery and client satisfaction.
Develop a team to cultivate and nurture strong relationships with clients.
Collaborate effectively with cross-functional teams to address complex client needs and enhance overall client experience.
Develop and implement strategic initiatives to optimize client retention and satisfaction.
Monitor team performance metrics and KPIs, driving continuous improvement and operational efficiency.
Stay ahead of industry trends and developments to provide informed advice and solutions.
Prepare comprehensive reports and presentations for senior management, detailing client engagement and team performance.
Collaborate directly with carriers to provide solutions to our clientele.

Qualifications :

Active General Lines Property and Casualty license.

Experience (3 years) in management role, with proven experience leading teams of 10 direct reports.

Proven attendance track record and ability to be in office 5 days a week.

Experience (3 years) Financial Service org experience.

Strong leadership acumen with the ability to inspire and motivate a team towards achieving organizational goals.

Exceptional interpersonal and communication skills, with the ability to build rapport and trust. Strong verbal and written skills, particularly in explaining complex concepts.

Analytical mindset with proficiency in data analysis and reporting.

Preferred Qualifications :

In addition to the qualifications and preferred skills listed above, candidates who possess the following attributes or experiences may stand out :

Experience managing change in insurance products or services.

Proven attendance track record. No Attendance Points

Proven Track Record in leading teams with high Client Retention : Demonstrated success in developing and executing strategies that significantly enhance client retention rates within the P&C Insurance sector, supported by measurable results and client testimonials.

Experience in Team Training and Development : Hands-on experience in training and developing high-performing teams, particularly in client management or service delivery roles, fostering a culture of excellence and continuous improvement.

Innovative Approach to Client Engagement : Experience in leveraging innovative technologies or methodologies to enhance client engagement, streamline processes, and deliver personalized service solutions.

Benefits :

High quality health, vision, disability, and dental insurance programs

Company paid Life & ADD insurance policy provided to all employees.

401(k) plan; Goosehead matches employee contributions up to 3% of total income.

Goosehead is a publicly traded company (NASDAQ : GSHD) and offers an Employee Stock Purchase Plan at 5% discount.

Full-time employees are awarded a total of 16 paid days each calendar year related to physical or mental health and vacations.

Working Conditions / Physical Demands :

Frequent keyboarding is required, using hands to finger, handle, or feel. Specific vision abilities this job requires include close vision and the ability to adjust focus. Daily tasks require using a headset to talk on the phone. You may spend up to 8 hours daily sitting and occasionally moving throughout the facility. Regular use of communicating via Microsoft Teams, email, and telephone. This is an in-office position. Weekend work will be required on occasion.

Equal Employment Opportunity

Goosehead is an equal opportunity employer and complies with all applicable federal, state, and local laws, rules, guidelines, and regulations. Goosehead strictly prohibits and does not tolerate unlawful discrimination against employees, applicants, or any other covered person because of race, color, religion, creed, national origin, ancestry, ethnicity, sex (including pregnancy, childbirth, and related medical conditions), sexual orientation, gender, gender identity, transgender status, age, physical or mental disability, veteran status, uniformed service, genetic information, or any other characteristic protected by applicable law. All applicants for employment and all Goosehead employees are given equal consideration based solely on job-related factors, such as qualifications, experience, performance, and availability.

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!

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