As Manager, Operations - Home/Auto Insurance in ResultsCX, you will be responsible for developing and maintaining relationships as the single point of contact for internal and external information regarding specific client program. This role manages Customer Service teams, monitors and tracks deliverable to ensure quality service delivery to our clients.
In ResultsCX, employees in the Manager, Operations - Home/Auto Insurance role provide World-class support to a team of Supervisors, Call Center Agents, and our clients’ customers, as well as consistently driving to exceed performance targets. Our managers support and develop their Customer Service Teams by providing and delivering a Best-In-Class level of coaching in areas of call center performance, customer service, technology, and career development.
In This Role You Will
Review and analyze program performance to determine program needs
Approve personnel activities concerning hiring, training, development, and performance management
Provide written performance appraisals
Act when necessary as a problem-solving escalation point for Supervisors and front-line RAs
Meet forecasted or budgeted financial targets including occupancy and bill-to-pay percentage
Identify and oversee program/problem resolution
Maximize potential of subordinates through coaching, development, and effective performance management methods
Track client issues and maintains client correspondence and issue resolution
Support Results’ goals by implementing and facilitating processes that promote continuous improvement, resulting in improved service quality and/or reduced operating expenses. Review workflow to ensure improved
We Are Looking For Someone Who Can
Provide superior customer service to both internal and external clients.
Work well with people and has exceptional, professional communication skills both written and verbal
Create and effectivel