Contact Center Support Lead

Western & Southern Financial Group • Fremont, MI

13h • Onsite

About The Position

This position supports the Contact Center Leadership Team through execution of essential agent support duties across the Contact Center agent population. Will be responsible for supporting the coaching and development of new and existing agents within the contact center through monitoring and trending, providing quality control feedback, impromptu and update training, and supporting teams when the direct supervisor is not available within the contact center.

Requirements

• Required to have your Life, Accident & Health Insurance Licensed in Michigan, or obtain the license within 45 days of employment start date (training and exam covered by Gerber Life Insurance).
• Associate's Degree Or equivalent work experience.
• 3 years' customer service environment experience.
• Coaching and motivating experience.
• Experience with Excel, Word, Powerpoint.

Nice To Haves

• Call center experience considered a plus.
• Insurance industry experience and knowledge considered a plus.
• LOMA designations or equivalent considered a plus. Upon Hire

Responsibilities

• Collaborates with the Contact Center Leadership Team in coaching, training, developing and motivating agents across the Contact Center. Fosters a wellness culture creating an environment of continuous process improvement as well as continuous improvement on personal and contact center performance. Strong sales acumen. Drives and implements changes.
• Influences contact center performance, production, quality and adherence to policies and procedures.
• Provides contact center leadership with timely, relevant and accurate reporting of activities and trends through call monitoring using specialized software and equipment such as I3, Nexidia and Microsoft Office.
• Communications and contacts are frequently across departmental lines and interact with all levels of associates and management. Those contacts involve planning and preparation of communications which require skills such as professionalism, tact, persuasion and/or negotiation in order to accomplish the identified objectives.
• Acts as intermediary between consumers and company, handling escalated calls and other sensitive situations.
• Assists with development and deployment of Contact Center incentives that drive performance in both sales and service.
• Performs other duties as assigned.
• Complies with all policies and standards.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree