Contact Center Manager

As a Contact Center Manager at Slide Insurance, your primary responsibilities will include managing daily operations, tracking attendance and performance, and implementing strategies to improve efficiency. You'll also establish KPIs, ensure superior customer service, and provide leadership through regular performance feedback.

To apply for the Contact Center Manager position at Slide Insurance, you should have a Bachelor's degree or equivalent experience. Additionally, at least 3 years of experience in Personal Property insurance and 2 years in call center leadership are required, along with proficiency in call center software.

Slide Insurance promotes a positive work culture by fostering collaboration, innovation, and fun, which is reflected in our Slide Vibe. Our Contact Center Managers have access to numerous social events, coffee chats, and clubs, all designed to enhance team bonding and satisfaction.

Beneficial experience for a Contact Center Manager at Slide Insurance includes a strong background in Personal Property insurance and call center leadership. Familiarity with call center software like Ring Central or FIVE9 is also advantageous to adeptly manage operations and performance.

Contact Center Managers at Slide Insurance can expect a comprehensive and affordable benefits package tailored to their needs. This includes health benefits that cover physical, emotional, financial, social, and professional aspects, along with a Lifestyle Spending Account supported by Slide.

When discussing your management style, focus on aspects that highlight your leadership skills, adaptability, and communication. Emphasize how you prioritize team support and feedback, and how these elements contribute to achieving team goals.

Essential metrics include average handling time, first call resolution, customer satisfaction scores, and agent productivity. Discuss how you've used these metrics in the past to inform decisions and improve team performance.

Handling underperformance involves a constructive approach. Share how you assess performance issues, provide coaching, and set up regular feedback sessions to encourage growth. Highlight your methods for motivating team members while maintaining their morale.

Creating a collaborative environment can involve team-building activities, open communication, and fostering a culture of feedback. Share examples of how you've successfully implemented such strategies to enhance collaboration and teamwork.

Discuss how you continuously pursue professional development and educational opportunities. Mention resources such as industry publications, webinars, and networking with peers that help you remain informed about trends and compliance in the contact center industry.

When asked this question, provide a specific story that illustrates your problem-solving skills. Detail the challenge, the process you improved, and the positive outcomes that resulted from your initiative.

Ensuring compliance involves establishing clear protocols and conducting regular training. Discuss how you've previously enforced compliance measures and monitored adherence to those standards within your team.

Share specific techniques you use to de-escalate situations. Highlight your ability to listen actively and address customer concerns effectively, turning potentially negative experiences into positive outcomes.

Discuss how technology facilitates efficiency and improves customer interactions. Mention any specific tools you've used to enhance performance tracking and streamline operations.

When addressing training program development, emphasize your collaborative approach with training teams to identify needs and create comprehensive onboarding experiences that equip team members with essential skills and knowledge.