Position Overview: As a Call Center Customer Service Assistant Manager, you will play a pivotal role in overseeing the day-to-day operations of our customer service team. You will be responsible for ensuring exceptional customer experiences by providing guidance, support, and leadership to our customer service representatives. Your primary objective will be to maintain high levels of customer satisfaction while optimizing team performance and efficiency.

Key Responsibilities:

Team Leadership and Development:

• Provide leadership, guidance, and support to a team of customer service representatives.
• Coach and mentor team members to enhance their skills, performance, and professional growth.
• Identify training needs and develop appropriate programs to address them.

Performance Management:

• Monitor team performance against established goals and standardized metrics.
• Analyze performance data to identify trends, areas for improvement, and opportunities for optimization.
• Implement strategies to improve team productivity, efficiency, and overall performance.
• Provide regular feedback and performance evaluations to team members.

Customer Service Excellence:

• Ensure that all customer inquiries, issues, and complaints are handled promptly and professionally.
• Escalate complex or high-priority issues to appropriate departments for resolution.
• Maintain a deep understanding of company products, services, and policies to effectively assist customers and resolve inquiries.

Operational Management:

• Oversee daily operations of the call center, including call volume management, scheduling, and staffing.
• Coordinate with other departments to ensure seamless cross-functional communication and collaboration.
• Implement and enforce operational policies, procedures, and best practices to ensure consistency and quality of service delivery.

5. Quality Assurance:

• Conduct quality assurance reviews of customer interactions to ensure adherence to company standards and regulatory requirements.
• Provide constructive feedback and coaching to team members to improve service quality and customer satisfaction.
• Implement initiatives to continuously improve service quality and efficiency.

Required Qualifications:

• Proven experience in a customer service of call center environment
• Strong leadership and interpersonal skills, with he ability to motivate and inspire team members.
• Analytical mindset with the ability to interpret dates and make data driven decisions
• Excellent communication skills, verbal and written
• Ability to thrive in a fast-paced, dynamic environment and adapt to changing priorities
• Ability to work independently with minimal supervision

Provisions listed in this job description may be changed or modified by Cheapest Auto Insurance without prior notice at any time, at the Company's sole discretion.

Job Type: Full-time

Job Type: Full-time

Pay: $21.00 - $25.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Referral program
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Experience:

• Customer service: 3 years (Required)

Work Location: In person