Assistant Manager; Contact Center - (US-AL-Birmingham - 35299)

Minimum Education: None
Job Type: Full Time
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Responsibilities : Currently, Protective Life is looking for an Assistant Manager for the Contact Center in it Birmingham, AL corporate headquarters. This role is accountable for effectively managing a team of Client Service Representatives daily, which are responsible for receiving customer calls directed to Insurance Administration.  In addition, this role is also responsible for providing guidance, direction and training to other employees and management in the department.Effectively manage and guide a team of Client Service Representatives to ensure courteous, accurate and responsive service to all telephone customers through effective training of individual team members and the team as a wholePromote employee development and high standards of performanceRecruit and selects the most appropriate candidates for the unit through the interview processEnsure team goals are met as they relate to production, quality and customer satisfactionEvaluates processes to enhance them to meet/exceed customers expectations.Build a strong team environment through effective coaching and mentoring to inspire superior performanceCreate/maintain reports regarding individual and team production and quality goals/standards;Communicate and reports process changes, procedures, system changes, products, business practices and company policies/guidelines/information to the teamEffectively coordinate with managers and users of Insurance Administration and other departments as needed by providing the exchange of information relating to systems, procedures and processes in the Insurance Administration Department through the participation in joint projects, meetings and system reviews.

Requirements :Requires 5 years of financial operations experience,Call center experience is requiredMust possess strong analytical and problem solving skillsMust be able to demonstrate: Ability to create and support a positive team environment, set challenging but realistic performance expectations, and take accountability for the area, its actions and resultsAbility to be a team playerStrong people and conflict resolution skillsAbility to communicate effectively both orally and in writingAbility to resolve customer issues quickly and creatively in order to improve customer satisfactionAbility to effectively lead, mentor and develop a strong team in a positive workplace.

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