What are the responsibilities and job description for the Contact Center Manager position at SmartFinancial?
Join SmartFinancial: Empowering Insurance Agents with Cutting-Edge Technology
Welcome to Smartfinancial, where our mission is clear: to drive growth and success for insurance agencies through our industry-leading technology! Voted one of the Best Place to Work for four consecutive years, we are one of the fastest-growing tech companies.
We are a leading insurance marketplace, connecting millions of shoppers to our network of insurance partners.
Why This Role Matters
We are seeking a dynamic and results-driven Contact Center Manager to lead and oversee the daily operations of our customer service call center. The ideal candidate will have a strong background in call center management, excellent leadership skills, and a passion for driving customer satisfaction. As Contact Center Manager, you will be responsible for managing a team of Team Leads and Contact Center Agents, optimizing performance, ensuring the highest level of service quality, and implementing operational strategies to meet organizational goals.
The compensation for this position is $70,000-$110,000 annually.
What You’ll Do
Team Leadership & Development:
Lead, motivate, and manage a team of contact center agents to deliver high-quality service.
Provide coaching, feedback, and training to ensure team members are meeting performance goals and customer service standards.
Conduct regular one-on-one meetings with Team Leads to track progress, resolve issues, and foster professional growth.
Manage team schedules, staffing levels, and performance metrics to ensure optimal coverage and service delivery.
Performance Management:
Monitor key performance indicators (KPIs), such as transfer success rate, revenue per rep, and time on system.
Analyze data to identify trends, areas for improvement, and implement corrective actions.
Develop and enforce performance standards to maintain consistency and quality of service.
Customer Satisfaction & Quality Assurance:
Ensure high levels of customer satisfaction by resolving escalated customer issues and complaints promptly.
Oversee quality assurance processes, ensuring agents are adhering to call scripts, maintaining professionalism, and meeting service level agreements (SLAs).
Collaborate with other departments (e.g., Sales, Account Management) to address customer needs and improve service delivery.
Operational Efficiency:
Optimize contact center operations to reduce costs, improve efficiency, and increase productivity.
Maintain and monitor call center technology, ensuring smooth day-to-day operations and troubleshooting issues as they arise.
Evaluate agent performance, team effectiveness, and customer service trends to drive continuous improvement.
Compliance & Regulations:
Ensure adherence to company policies, industry regulations, and legal requirements.
Maintain a safe and positive work environment, upholding company values and promoting ethical practices.
What We’re Looking For
Education:
- Bachelor’s degree in Business Administration, Management, or related field (preferred).
- Relevant certifications in call center management or customer service (optional).
Experience:
- Minimum of 3-5 years of experience in call center management
- Proven track record of managing a high-performing team in a fast-paced, customer-focused environment.
- Strong understanding of call center technology, including telephony systems, CRM software, and performance monitoring tools.
Skills & Competencies:
- Strong leadership, coaching, and team-building skills.
- Excellent communication and interpersonal skills, with the ability to engage and motivate staff.
- Ability to analyze data, identify trends, and make data-driven decisions.
- Exceptional problem-solving and conflict-resolution abilities.
- Knowledge of industry best practices and customer service trends.
- Ability to work well under pressure and adapt to changing business needs.
We offer a competitive salary and benefits package. The base salary range for this position is $70,000 - $110,000 per year.
- Comprehensive Benefits: 401k with company match, along with company-sponsored health, dental, and life insurance plans.
- Growth Opportunities: Accelerate your career with our employee referral bonus, extensive paid product training, and clear advancement prospects.
- Flexibility: Top performers enjoy Work From Home opportunities, recognizing your dedication and results.
- Unlimited Potential: Earn a competitive base salary, plus uncapped commission based on your performance, additionally opportunity to earn stock options.
We’d especially like to highlight our World Class Culture, which our employees say is the best thing about working at SmartFinancial. We have great SLACK channels for work and play, which keep you connected with your fellow employees throughout the day. Not to mention our top notch company events (like our Summer Beach Party with open bar, chili cook-off, annual holiday yacht party, fun office potlucks and more) that will keep you asking when the next event is.
We also have Penny, our company mascot. Like swag themed after a pink pig wearing glasses? Just. You. Wait.
Join SmartFinancial and become a key player in driving growth for insurance agencies. Apply now, and let’s achieve success together!
SmartFinancial is an equal opportunity employer, and we celebrate diversity and are committed to creating an inclusive environment for all employees. To learn more about our results-focused culture and employee-focused perks, read more on our careers page.
Salary : $70,000 - $110,000
