Customer Contact Manager

Job Description:Customer Contact ManagerPosition SummaryThe Customer Contact Manager will be responsible for engaging the team in creating and implementing continuous improvements to service for our customers and agent partners. Key Job Duties• Successfully attracts, develops and retains talented associates for the customer contact team. • Accurately provides data and reporting to the rest of the leadership team.• Effectively trouble shoots unexpected issues and problems while maintaining service levels.• Successfully implements continued improvements in service levels and productivity, creating efficiencies and utilizing resources to their maximum potential.• Strategically manages the direction of the team, embracing business goals and anticipating needs and changes.• Serves as a value add to the leadership team, contributing and taking personal ownership for the company’s success.Key Requirements & Competencies:• Problem Solving – Strong ability to keep a level head while quickly and effectively trouble shooting problems with viable solutions. • Technical Competence – Strong computer/technical skills, ideally to include use of a database. Strong ability to learn new systems quickly.• Coaching & Development – Demonstrated ability to effectively coach and develop employees for optimum performance.• Leadership – Proven effectiveness and dynamic leadership in previous organizations.• Collaboration and Teamwork – Ability and strong desire to leverage the talent and ideas of others across a diverse organization.• Communication for Success – Demonstrated effectiveness in both written and verbal communication.• Three or more years experience supervising or managing in a call center environment.• Bachelor’s Degree, preferably in Business or Risk Management.Ideal Candidates Will Possess:• Experience with either another carrier, or an agency. • Working knowledge of an agency management, or policy management system.• Experience in a law office.• Michigan Property & Casualty License Professionals Direct is a company of The Hanover Insurance Group and is located in Grand Rapids.Minimum Education Required: BachelorYears of Experience Required: 3-5 YearsExpected Travel Time: None