Manager, Product Support Vertafore, Inc.
THIS JOB HAS EXPIRED The Customer Support Manager is responsible managing a team of 12-15 frontline contact center support representatives. Responsibilities will include presentation of monthly scorecards, execution of quality program which includes call monitoring, chat/case auditing and appropriate coaching and feedback sessions. You will also provide direction and guidance to representatives ensuring they adhere and support company policy.
In addition to the summary above, you will handle customer escalations and will also proactively contact customers based on information we receive from customer surveys. You will be a key participant in one of our support project teams that will help to improve operational efficiency, drive key customer initiatives through our Voice of the Customer team, or be part of driving employee morale, development, and satisfaction as part of our support Culture Club team. You will also work very closely with managers from other departments to identify solutions to customer problems, and improve processes to improve efficiency across all departments.
WHO ARE YOU?
You are a successful manager in a call center environment.
You are energized about leading teams and developing people including: interviewing, hiring, assessing performance and giving feedback.
You are excited to identify and implement changes to methods, processes, systems, and technologies to improve operations efficiency, effectiveness, and metrics.
You enjoy managing the customer relationship to ensure a world class experience for the support of Vertafore products.
You have experience managing the communication of product outages and new or recurring problems to product management, product development, data center, customer facing employees, and customers.
QUALIFICATIONS AND REQUIREMENTS
Able to improve the efficiency and effectiveness of assigned team and overall customer support.
Ability to create and execute team vision and direction that support company goals.
Report preparation and presentation; strong data analysis skills.
Demonstrated ability to work across teams to identify solutions that balance priorities, delivery expectations, risks, and concerns.
Can establish and maintain trusted working relationships with customers and other Vertafore personnel.
Passion for problem solving, flexibility, customer service orientation, and creativity.
Quickly assimilate the substantive issues in an analytical situation to distill facts relevant to the decision at hand.
Exercise sound judgment based on a logical decision making framework and valid arguments resulting in appropriate action.
Stay up to date on current best practices in Process analysis, Applications, Billing, and Case Management processes and technologies.
Provide direction and guidance to employees and administer company policy.
Proficient with Microsoft Office Products.
3 ? 5 years of managerial or equivalent leadership experience within a contact center environment.
1 year of project management experience.
Experience managing remote personnel.
Vertafore Company Overview
Vertafore, Inc. is a leading provider of software and information to the insurance industry including independent agents, brokers, MGAs, carriers and reinsurers. For more than 30 years, Vertafore has leveraged a unique industry presence to deliver meaningful solutions?powerful technology, critical information and robust insights to help organizations effectively respond to business challenges and capture new opportunities. Vertafore solutions have helped more than 17,000 customers and 500,000 end users gain a competitive advantage to accelerate their business performance.
Currently, over 1,200 employees nationwide, with continued growth plans well into the future. Our corporate headquarters are in Bothell, WA with offices nationwide. We offer competitive compensation and benefit packages along with 18 days PTO/10 paid holidays, free parking and company sport teams and much more. A big advocate of training, development and promoting from within, we have a vested interest in our employees.
Vertafore is privately held by TPG Capital, the global buyout group of TPG, a leading private investment firm with a long-standing global presence. Founded in 1992, TPG Capital has $48 billion of assets under management and has extensive experience with global public and private investments executed through leveraged buyouts, recapitalizations, spinouts, growth investments, joint ventures and restructurings.
||Windsor, CT |
THIS JOB HAS EXPIRED