What are the responsibilities and job description for the Contact Center Manager position at Slide?
Slide Insurance - Fun. Innovation Driven. Fueled by Passion, Purpose and Technology.
At Slide, you will not only be part of a successful team, but you will also be a part of our Slide Vibe/award winning culture where collaboration and innovation are expected, recognized and awarded!
What You Will Be Doing
Education, Experience, and Licensing:
The Slide Vibe - An opportunity to be a part of a fun and innovation-driven culture fueled by Passion, Purpose and Technology! Slide offers many opportunities to collaborate and innovate across the company and departments, as well as get to know other Sliders. From coffee chats, to clubs, to social events - we plan it, so all Sliders feel included and Enjoy their Journey.
Benefits - Created using Slider feedback, Slide offers a comprehensive and affordable benefits package to cover all aspects of health...Physical, Emotional, Financial, Social and Professional. A Lifestyle Spending Account is set up for each Slider and Slide contributes to it monthly for use on any benefit that individually suits you - Health Your Way!
2023, 2024 & 2025 BEST PLACE TO WORK - Tampa Bay Business Journal
2024 TOP WORKPLACE - Tampa Bay Times (Local) & USA Today (National)
At Slide, you will not only be part of a successful team, but you will also be a part of our Slide Vibe/award winning culture where collaboration and innovation are expected, recognized and awarded!
What You Will Be Doing
- Manage daily operations for the Contact Center including scheduling, attendance, and performance tracking.
- Review and make recommendations to processes to improve efficiency and effectiveness of the contact center operations.
- Establish key performance indicators (KPIs) for the team and monitor performance against set targets.
- Ensure superior customer service is delivered with each insured, as well as with external business partners.
- Provide leadership to team members and regularly conduct effective and timely structured Performance Feedback sessions.
- Conduct team member interviews and make staffing recommendations.
- Collaborate with the Training team to provide input for training needs.
- Develop and analyze statistical reports.
- Assist with customer calls, as needed.
- Ensure legal compliance and adherence to processes.
- Pursue continued education opportunities to remain abreast of emerging laws or other required changes to insurance-related processes.
- Perform other duties, as assigned.
Education, Experience, and Licensing:
- Bachelor's degree or High School diploma and equivalent relevant work experience required.
- 3 years of experience in Personal Property insurance.
- 2 years of Call Center leadership experience including setting of goals and managing performance.
- 2 years' experience using Call Center Software (Ring Central/FIVE9/Verint).
- Industry designations or certifications a plus.
- Ability to lead and motivate a team of customer service representatives.
- Proven ability to be adaptable and flexible; adjusting to new requirements or unforeseen issues.
- Ability to excel in a fast-paced environment.
- Exceptional organizational and time management skills with the ability to plan and prioritize effectively.
- Excellent interpersonal skills with the ability to professionally interact with team members across departments.
- Proficient in MSO/365 applications such as Microsoft Teams, SharePoint, Word, Excel, PowerPoint, and Outlook. Proven mathematical and analytical skills.
- Desire to live Slide’s Core Values.
The Slide Vibe - An opportunity to be a part of a fun and innovation-driven culture fueled by Passion, Purpose and Technology! Slide offers many opportunities to collaborate and innovate across the company and departments, as well as get to know other Sliders. From coffee chats, to clubs, to social events - we plan it, so all Sliders feel included and Enjoy their Journey.
Benefits - Created using Slider feedback, Slide offers a comprehensive and affordable benefits package to cover all aspects of health...Physical, Emotional, Financial, Social and Professional. A Lifestyle Spending Account is set up for each Slider and Slide contributes to it monthly for use on any benefit that individually suits you - Health Your Way!
2023, 2024 & 2025 BEST PLACE TO WORK - Tampa Bay Business Journal
2024 TOP WORKPLACE - Tampa Bay Times (Local) & USA Today (National)
