Customer Solutions Center - Service Manager
Simply Business, United States

Experience
1 Year
Salary
0 - 0
Job Type
Job Shift
Job Category
Traveling
No
Career Level
Telecommute
No
Qualification
As mentioned in job details
Total Vacancies
1 Job
Posted on
Jan 6, 2022
Last Date
Feb 6, 2022
Location(s)

Job Description

Simply Business is more than our name. It's how we approach insurance: Make it clear. Make it simple. Make it affordable. By combining exceptional talent, technology, data, and knowledge, Simply Business is the go-to online insurance brokerage that protects small businesses and the entrepreneurs who work hard to build them.
We want team members who have the drive to challenge boundaries. If you’re smart and passionate about delivering brilliant customer experiences, we’d love to hear from you.
As a Customer Solutions Service Manager, you will be responsible for service performance and quality, and for ensuring we have the right culture to deliver the best customer experience while providing the support, guidance, training and career paths to recruit, retain and motivate our staff.As a Customer Solutions Center Service Manager, you will:
  • Implement performance management strategies to drive increased productivity and quality in an environment of trust and empowerment
  • Lead the team to achieve individual and department-wide productivity and service level metrics
  • Lead, coach, and develop a team of service supervisors to increase engagement, productivity, adherence, customer experience, and quality
  • Coordinate and lead day-to-day actions and priorities across the service teams
  • Act as a point of escalation for customer issues and other challenges
  • Prepare, deliver, and act upon service performance reports and forecasts
  • Analyze performance, process and knowledge gaps across the team and propose actions to drive results
  • Actively enhance the team through talent management strategies, including recruiting, hiring and creating employee development plans
  • Maintain a fun, positive work environment and increase connection across the team through team events, recognition programs, and other initiatives
What we are looking for:
  • At least 3+ years experience leading a team of service supervisors in a call center environment, or equivalent experience leading teams in a metrics-driven service environment
  • Proven track record of increasing service team productivity, accuracy, customer experience and service levels
  • An ability to quickly deconstruct challenges, then prioritize next steps to tackle them
  • Excellent communication, collaboration, and coordination skills
  • Experience working in a highly regulated environment
  • Experience developing a customer-centric culture that delivers results for customers, employees and the business
  • Experience leading remote and hybrid teams preferred
  • The ability to challenge us! We want people who can come in and shape the future of this business and not be afraid to raise questions and help us improve
What are the benefits?
Here are some of the great benefits and perks that come from being a Simply Business employee:• A salary that reflects your experience, our pay policy, and the market we’re in from your first day• Group plan for medical, dental, vision, and prescription drug coverage• Short term disability, long term disability, and life insurance coverage• Participation in the Company’s bonus program• Participation in 401(k) plan with a 3% employer match• Commuter benefits to help cut down on parking and public transit costs• 25 days of vacation time plus 10 sick days and 10 company holidays• Annual company trip, regular outings, and volunteer opportunities• An awesome WeWork office with cold brew coffee and other beverages on tap, local pop-up events, and more
Simply Business is an equal opportunity employer. We're committed to welcoming and helping to grow employees within an inclusive amp; diverse culture. And that commitment starts with our interview process.
Once you apply, your info will be reviewed in a committee with employees from different levels, teams, and experiences. We pride ourselves on fostering a sense of community, which is only made stronger by each individual at SB, so you'll have the opportunity to meet a variety of people throughout the process. Get excited!
Want more info on working at Simply Business? Check out our careers page: https://www.simplybusiness.com/careers/
What's going on with work from home and return to the office?
More and more, people are talking about going back to the workplace and the new normal. At Simply Business, we’re thinking of it as a Better Normal. That means offering our SBers more choice and greater flexibility to work in a way that’s best for their particular job, their teams, and their lives.
We’re shifting to a hybrid working model, so we’ll have employees working virtually and in the office at any given time.
We’re also aware there are times when working together in person is the best way to get things d

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Simply Business

Information Technology and Services - San Jose, United States
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