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We’re looking for a leader who can to contribute to the overall success of Arbella’s vision in being the best property and casualty company in the Northeast region. An Arbella Customer Service Manager is enthusiastic and passionate about delivering outstanding customer service to our customers, our agents and key stakeholders that supports the Arbella brand and accomplishes this through the development and coaching of our most valuable asset, our people.

The Customer Service Center Manager is responsible for leading Arbella’s Customer Service contact center operations in delivering exceptional service to our customers and agents. The successful candidate will have a proven track record of developing and managing high performance teams that are focused on consistently delivering an excellent customer experience.

This position requires extensive knowledge of contact center operations, including contact center technologies, resource management and customer service. It requires the ability to execute daily contact center management responsibilities, collaborate across the organization and focus on continuous improvement. The Customer Service Center Manager builds a high performance team focusing on employees’ development, engagement and satisfaction. The ability to lead through others is essential as Team Managers of the Customer Service Contact Center, who are responsible for managing individual contributors, will report directly to this position.

Responsibilities

Implement best practices to deliver on SLAs, that consistently achieve time service, quality, productivity, and customer satisfaction targets.
Develop objectives for the contact center’s day-to-day activities.
Identify and develop solutions further improve service and the ease of doing business.
Conduct review of Voice of Employee, Voice of Customer and Customer Surveys for quality control and implement strategies to enhance the customer experience.
Collect and analyze contact center team and group metrics to manage individual and team performance effectively.
Conduct effective resource planning to maximize the productivity of resources (people, process, technology, etc.)
Ensure that technology is utilized where it adds value to employees and customers. Stays abreast of current and new trends in contact center technology and best practices
Recruit, select, , train, coach, and develop employees to create high performing teams and highly engaged employees.
Effectively collaborate and partner with Arbella’s Business Leaders in the execution of strategic plans; maintain and strive to achieve Operational best practices
Collaborate across other Arbella call centers to assure consistency and leverage best practices.
Meet financial objectives by estimating Operation’s resource requirements; prepare and reforecast annual budget and analyze budget variances.
May be asked to work on projects, representing and advocating for the needs of the Customer Service Contact Center.
Maintains and develops relationships with Arbella key stakeholders, including independent agents.

Knowledge And Skills

Must be detailed and be able to review metrics and data to assess Customer Service department performance and to drive continuous improvement of results.
Excellent oral and written communication skills
Strong experience in hiring, training, coaching, leading and developing people

Experience, Education, And Licensure Requirements

College degree or equivalent; higher degree in a relevant discipline would be ideal
Certified Call Center Manager (e.g. CCCM) or equivalent qualification preferred
3+ years of experience in an inbound call center environment
Proven experience as call center manager or similar position
Experience in customer service is required
Knowledge of performance evaluation and customer service metrics
Solid understanding of reporting and budgeting procedures
Experience in basic financial analysis (cost-effectiveness, cost-benefit etc.)
Proficient in MS Office and call center equipment/software programs
Excellent organizational and leadership skills with problem-solving ability
Strong oral and written communication skills