Call Center Manager - MSI

About the role

The Call Center Manager leads day-to-day contact center operations, including the supervisor team, frontline staff, and an offshore BPO partner. The role owns service levels, quality, staffing, and reporting, and works with leadership and partner teams to improve the customer experience. The Manager also oversees training programs, attends leadership meetings and shares updates with staff.

Key Responsibilities

Contact Center Transformation

• Help transform the contact center from a cost center to a revenue enabler.
• Lead the adoption and continuous improvement of the contact center's AI tools.

Team Leadership

• Lead, coach, and develop customer service supervisors through one-on-ones and monthly and quarterly call center meetings.
• Interview and hire new call center staff.
• Manage HR responsibilities for direct reports in partnership with HR, including payroll, attendance, leaves of absence, corrective action, performance and talent reviews, and terminations.
• Support supervisors on escalated HR matters involving indirect reports.
• Build engagement and recognition programs that support retention.

Operations and Performance

• Oversee WFM Manager with scheduling, staffing, coverage, and time off to meet service levels.
• Set targets for handle time, quality, and service level, and coach the team to meet call center goals.
• Oversee training and quality monitoring programs for the call center.
• Serve as the policy and process authority for the floor.

Reporting

• Monitor daily, weekly, and monthly call, email, and service-level results.
• Prepare performance updates for leadership, business reviews, and partners.

Vendors and Systems

• Manage the offshore BPO relationship, including staffing, onboarding, quality, and performance.
• Own contact center systems, including phone and IVR, email routing, call recording, and AI tools, and approve user access.
• Manage other vendor relationships and approve invoices.

Escalations and Compliance

• Resolve executive, partner, and customer escalations.
• Respond to regulatory complaints and legal and privacy requests with Compliance and Legal.
• Keep the team current on PCI and security training requirements.

Cross-Functional Work

• Represent customer service in operations meetings, system releases, and cross-team projects.
• Attend leadership meetings on organizational changes and new products, and share updates with call center staff.
• Work with Account Management to introduce and implement new partnerships and products efficiently.
• Partner with the Director and contact center staff to manage overall call center performance.

Qualifications

Required

• 10+ years of customer service and/or call center experience.
• 3+ years of call center leadership experience
• Track record of improving service level, handle time, and quality.
• Experience managing an outsourced or offshore team.
• Working knowledge of contact center phone, workforce management, and reporting tools.
• Strong communication skills and sound judgment.
• Property and casualty insurance license, or ability to obtain one within 100 days of hire.
• Bachelor's degree or equivalent combination of education and work experience.

Preferred

• Property and casualty or renters insurance experience.
• Bilingual English/Spanish.

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