Senior Customer Support Manager

Job Details

Job Location

Veracity Insurance Solutions. LLC - Pleasant Grove, UT

Remote Type

Fully Remote

Description

About Veracity Insurance Solutions

Veracity Insurance Solutions seeks a Senior Customer Support Manager to oversee our Customer Service Representatives and Management Team. Veracity is one of the fastest-growing insurance brokerage firms in Utah. We provide risk management solutions to clients with unique, niche, or complex liability exposures. You will work with our dynamic team of CSR's, Team Leads, Managers, Marketing, Software Development, Program Managers, and Underwriting Teams.

Our Culture

A culture of open communication, trust, empowerment, and employee development. These four basic principles are the foundation of a thriving environment for everyone. The "golden rule" should be applied to how we approach our position, "treat others the same way you would want to be treated."

Responsibilities

Under the supervision of the Online Programs Director, the Senior Customer Support Manager is responsible for providing training, support, and management for Veracity Online Insurance Programs. This includes the Phone, Email, Quality, Chat Managers, Team Leads, and their Employees. You would also be responsible for working with the Workforce Manager and Training Manager to ensure the maintenance and progression of the Online Programs department.

• Develops and implements procedures pertinent to the effective and efficient operation of the Customer Service department that will enable the team to provide World Class customer service.
• Sets performance standards to meet the service goals of the company.
• Creates processes to ensure the department responds promptly and elevates the experience for both staff and customers.
• Oversees the continuous improvement and development of Managers and Team Leads through ongoing leadership training.
• Provides feedback to the Director regarding service failures or customer concerns.
• Provide leadership for the customer service team, coach and develop direct reports (including Managers, Team Leads, and CSR's.)
• Develops and maintains an operational plan to overcome workforce challenges, meet customer service level goals, and ensure operational stability of customer relations.
• Builds a high-performance, revenue-generating team through consistent improvement, development, and retention of adequate staff.
• Provides risk management oversight of customer service operations and strategic priorities related to the customer experience.
• Responsible for maintaining and understanding daily, weekly, and monthly KPI reports.
• Responsible for learning and maintaining the Phone, Email, and Chat systems.
• Supervises employees, including selecting or recommending selection, training, assigning, evaluating work, counseling, disciplining, and termination.

Qualifications

• Results-oriented with the ability to prioritize and deliver key initiatives.
• Must have 7+ years of call center management experience. This experience must include working with WFM, HR, and Training departments.
• Highly professional with strong interpersonal skills.
• Highly dedicated, purposeful, and committed to the highest performance standards within time and budget constraints.
• An excellent leader and manager of people with the ability to recognize outstanding performance and build a strong team by promoting and rewarding individuals who have made significant contributions.
• Committed to excellence.
• Able to work effectively by delegating to others and be a team player.
• Flexibility in a changing environment.
• Time-management and problem-solving professional.
• Deep knowledge of call center systems, infrastructure, reporting, and metrics business management.
• Demonstrated knowledge of customer experience and customer satisfaction strategies.
• Demonstrated knowledge of customer information and bill payment systems, and call center technology.
• Demonstrated ability to coordinate the resolution of complex customer issues.
• Strong analytical, planning, and process management skills.
• Thorough knowledge of administrative practices as applied to customer service operations.
• Ability to effectively present ideas and reports both verbally and in writing.
• Expert in the required Microsoft Office programs (Excel, Outlook, Word, SharePoint, and PowerPoint), call center applications, and related technology.
• Excellent interpersonal, communication, and change management skills.
• Ability to learn complex systems (including the phone, email, chat, workforce management, and training systems.)
• High level of Experience in interviewing and hiring employees.

We offer a full range of benefits: Medical, Dental, Vision, Life, Disability, 401K with employer match. Generous paid time off and holiday pay.