Customer Service Manager

WoodmenLife is looking for a Customer Service Manager to join our team! We are currently searching for a Customer Service Manager to join our team. The Customer Service Manager is responsible for providing high quality and efficient Customer Service to WoodmenLife's customers. They provide leadership and guidance to the Customer Service Supervisors and Workforce Analyst. They are responsible for... the selection, motivation, development, and evaluation of staff. They ensure effective utilization of all Cisco and workforce management software; and oversees and conducts reporting, announcements, changes, scheduling, trending, and forecasting for the Call Center. WoodmenLife is one of the best places to work in Omaha and has been in business for 130 years. As a member of the WoodmenLife family, you're joining others who share your commitment to family, community and country. Through WoodmenLife, you'll have opportunities to connect with others, give back locally, and honor those who make an impact. As a not-for-profit life insurance company, we've been helping to protect the financial future of families, making a difference in hometowns across America since 1890. We are passionate about our members, servicing others, being open minded, providing an environment of inclusion and collaborative spirit. We also provide world class benefits to our associates. Is this the type of company you could work for? We are looking for someone to: • Provides leadership and direction to Customer Service Supervisors and Workforce Analyst roles. Uses appropriate performance management and recognition processes to attract, retain and reward Associates. Responsible for the effective leadership, coaching, and results management which includes but is not limited to overseeing budget, service and staffing levels, and results analysis and potential necessary next steps required to maintain and or improve performance of the teams. • Interacts with the sales force, members, customers, and other internal departments to ensure that customer service needs are being met throughout the full application life cycle. Drives for first contact resolution in all interactions. Handles complex customer situations and complaints through to resolution, including completing research, identifying service defects and training needs while maintain the best interest of the Organization and its Members. Acts as the ultimate decision maker within level of authority. • Demonstrates knowledge of Customer Service technology such as Cisco call management, Cisco Finesse, workforce management, switchboard, IVR and call recording systems. Assists in the vendor selection and manages upgrades and service issues for systems as needed. • Provides leadership and oversight for the Workforce Analyst ensuring that effective scheduling, staffing recommendations and ASA management is completed and maintained. • Identifies quality, service defects and training needs through analysis, observation, obtaining feedback and maintaining continuous improvement. Creates a learning environment leading to the most efficient and effective work processes. • Partners with the Mgr. Concierge, Training and Support to ensure training opportunities are identified and addressed, provides input on the training development and schedules for those individuals in the Call Center. • Demonstrates strategic focus to consistently achieve service level expectations as established by the Organization focusing on best practices, innovation and exceptional service. Recommends and implements strategies to effectively hire, train and retain associates to achieve service results. Ensures Workforce Analyst utilizes software for staffing analysis and service level achievement, Continuously looks for ways to exceed customer expectations, implementing strategies that invoke a clear vision for the future. • Ensures monthly call reviews are completed and assists with completion as needed to meet goals. Seeks feedback, recommending changes to processes to improve service. Analyzes results to implement training and coaching to enhance the customer experience. • Continually reviews and analyzes the workflow to provide efficient service, makes recommendations and implements changes that enhance the process, improve customer service, and reduce costs. Collaborates with Core Operations, Sales and other areas as needed to ensure efficient workflow, consistency and excellent customer service is provided. • Represents and provides input to Organizational-wide initiatives that impact the Customer Service area. Participates in the LOMA Contact Center industry group. We need someone who has: Minimum Qualifications: • Bachelor's degree or equivalent experience required. • Minimum of 5 years of experience within Core Operations, or equivalent experience within a financial services operational environment required. 5 years previous supervisory experienced within a Call Center preferred. • Previous experience managing Call Center technology and vendors, including experience with automated call distribution, call flows and forecasting, workforce management, and call recording software. • Previous experience with call center artificial intelligence and multi-channels such as telephone, live chat, chatbots, self-service portals, etc. • Previous experience establishing, implementing, and managing productivity, quality, and time service metrics is required. • Proven leadership skills with previous experience in motivating and developing others to drive greater service results. Demonstrated ability to independently make decisions and manage multiple priorities simultaneously. • Excellent interpersonal skills including demonstrated ability to communicate effectively verbally and in writing with internal and external customers. • Demonstrated ability to maintain open communication, give and receive constructive feedback and build effective relationships internally and externally. • Excellent customer service skills including experience in resolving complex customer issues is required. • Possesses in-depth knowledge of policies and procedures for area or knows who to contact to get results. Ability to comprehend entire application life cycle process and make decisions based on an understanding of compliance and risk requirements. WoodmenLife offers a competitive compensation package and a comprehensive benefits package. More information about our benefits can be found at https://www.woodmenlife.org/careers/home-office/benefits/ As part of WoodmenLife's employment process, candidates will be required to complete a criminal background check, credit check (where required for position), Fingerprint check (where required for position), drug screen and reference checks. Any offer of employment will be contingent upon successfully passing the above. WoodmenLife is committed to excellence in diversity by creating an inclusive work environment that values and respects all individuals. We welcome and embrace associates, regardless of background and beliefs. WoodmenLife respects every associate's unique perspective and contribution. We are committed to creating an inclusive environment that values differences, and creates opportunities for growth, leadership and service. This commitment includes providing equal opportunity in recruitment, employment and promotion, training and community outreach. WoodmenLife is also dedicated to strengthening the communities in which its employees live. APPLICANTS WITH DISABILITIES SHOULD ADVISE THE HUMAN RESOURCES DEPARTMENT AT THE TIME OF APPLICATION IF SPECIAL ACCOMMODATIONS ARE NEEDED. Woodmen of the World Life Insurance Society (WoodmenLife) is an equal opportunity employer. Other details • Pay Type Salary • Min Hiring Rate $93,000.00 • Max Hiring Rate $129,000.00 Apply Now