The WorkPlace Group
Location: Remote (EST or Central Time Zone)
Schedule: 8:30 AM – 5:30 PM EST, Monday to Friday
Compensation: $60,000 – $80,000 per year
Job Summary
As a Remote Contact Center Manager, you’ll report to the VP and lead a team of 10-15 representatives. You’ll play a crucial role in resolving complex inquiries and collaborating with senior management to enhance the company’s service quality and efficiency.
Primary Responsibilities
- Oversee daily operations of the CSR team, setting clear performance expectations and priorities.
- Manage work schedules, balancing productivity and employee satisfaction.
- Regularly communicate updates on products, procedures, and company changes.
- Track and analyze performance metrics and KPIs, addressing performance issues as needed.
- Hire, coach, and train team members, conducting regular performance appraisals.
- Professionally resolve escalated issues and log information in the CRM.
- Develop and optimize operational protocols and processes to drive efficiency.
- Prepare performance reports for upper management.
Qualifications
- Bachelor’s degree or equivalent experience.
- 3+ years of call center management or supervisory experience, ideally with remote teams.
- 1+ year in health/medical insurance benefits and claims.
- Proficiency in G-Suite or Excel.
- Strong knowledge of health insurance coverages, benefits, and relevant KPIs.
- Effective in a remote setting, with a high level of motivation and discipline.
- Excellent written and verbal English skills.
Additional Requirements
- Private, professional home office with reliable high-speed internet.
Benefits
- 401(k) with matching
- Dental, health, and vision insurance
- Life insurance
- Paid time off
Method of Application