Redman & Company Insurance is a leading provider of insurance solutions for individuals and businesses. We are currently seeking a highly motivated and experienced individual to join our team as a Call Center Director. In this role, you will oversee the operations of our call center and ensure the delivery of exceptional customer service. As the Call Center Director, you will be responsible for managing a team of dedicated agents and ensuring that performance targets are met while maintaining high levels of customer satisfaction.
Responsibilities- Develop and implement strategies to enhance the efficiency and effectiveness of the call center operations.
- Lead, coach, and motivate a team of agents to achieve performance targets and high-quality customer service.
- Monitor and evaluate the performance of agents through regular performance review meetings and provide feedback for improvement.
- Conduct regular training sessions to enhance the skills and knowledge of agents.
- Collaborate with other departments to ensure seamless interdepartmental communication and efficient resolution of customer issues.
- Stay updated on industry trends and best practices in call center management to continuously improve operations.
- Implement technology solutions to streamline call center operations and enhance customer experience.
Requirements
- Bachelor's degree in Business Administration or a related field.
- Minimum of X years of experience in call center management, preferably in the insurance industry.
- Proven track record of successfully managing call center operations and achieving performance targets.
- Strong leadership and coaching abilities with the ability to motivate and inspire a team.
- Excellent communication and interpersonal skills.
- Proficient in using call center management software and CRM systems.
- Strong analytical and problem-solving skills.
- Ability to work under pressure and meet tight deadlines.
Benefits
- Health Care Plan (Medical, Dental & Vision)
- Retirement Plan (401k, IRA)
- Life Insurance (Basic, Voluntary & AD&D)
- Paid Time Off (Vacation, Sick & Public Holidays)
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