Customer Support Manager

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

• May be required to possess a valid state of Florida driver’s license
• Florida property & casualty (P&C) 220 license or ability to obtain within 1 year of employment
• Insurance industry designations or trade certifications as required
  
  

Preferred Qualifications

• Bilingual (English / Spanish)
• Customer Service certifications or other trade certifications
• Project Management experience
• Experience with workforce management (WFM) best practices and tools
• Experience with Five9