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Contact Center Manager
American International Group
Houston, TX, United States
Job Details - this job has expired, please see similar jobs below
Estimated Travel Percentage (%): No Travel
Relocation Provided: No
Your contribution at AIG
As an influencer at AIG, people come to you as a “go-to” source for help and support because of your deep knowledge and expertise. As a more experienced team member, you are capable of driving continual improvement and impacting the way that things get done. Because of your influence, whether direct or indirect, we are able to deliver powerful outcomes for our clients.
Responsibilities:
• Provide loyalty-building service to customers (policy holders, producers, internal associates and client companies) by answering incoming calls with a high degree of accuracy and speed, while consistently meeting key department performance metrics.
• Lead a team of 15-20 CSR's in a high volume contact center environment.
• Effectively communicate policy information and company procedures to all customers of the firm.
• Become a subject matter expert for your team and your clients. This position will be responsible for coaching performance and uptraining.
• Be able to perform all front line tasks to help support team.
• Work with senior leaders within the firm and provide timely/accurate reporting on performance of team.
• Meet or exceed all performance contact center metrics for the position.
Qualifications:
• College degree or 4 years related business experience required.
• Advanced interpersonal skills. Proven ability to interact successfully with internal/external customers.
• Customer Service or Call Center experience a plus.
• The ability to simultaneously navigate through multiple computer systems.
• Demonstrated excellence in communication skills, both oral and written.
• Demonstrated high energy level and a positive attitude.
• Ability to make real time decisions in a fast-paced, high-volume environment characterized by ambiguity and change.
• Ability to take initiative and act independently in appropriate circumstances.
• Life insurance industry experience preferred not required.
• Shifts are 7:00 am – 7:00 pm with flexible start times. Monthly rotation schedule to provide coverage oversight of staff during operating hours.
Benefits: 24 days of paid time off annually (PTO), holiday pay, automatic 3% 401K contribution. Additional 6% company 401K match program (100% vesting from day 1), medical, dental, vision, life insurance and more....
It has been and will continue to be the policy of American International Group, Inc., its subsidiaries and affiliates to be an Equal Opportunity Employer. We provide equal opportunity to all qualified individuals regardless of race, color, religion, age, gender, gender expression, national origin, veteran status, disability or any other legally protected categories.
At AIG, we believe that diversity and inclusion are critical to our future and our mission – creating a foundation for a creative workplace that leads to innovation, growth, and profitability. Through a wide variety of programs and initiatives, we invest in each employee, seeking to ensure that our people are not only respected as individuals, but also truly valued for their unique perspectives.