Contact Center Manager – State Mandated Leave Insurance
Protective Life
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteSalary
💰 $60,000 - $81,850 per year
Job Level
Mid-LevelSenior
About the role
- Lead and inspire a high-performing contact center team, promoting a culture of inclusion, open communication, and customer focus
- Manage a team of Customer Experience Representatives who support brokers, claimants, and individuals
- Analyze performance metrics to coach team members, recognize achievements, and manage performance effectively
- Collaborate cross-functionally to resolve customer and employee issues, prioritizing solutions and ownership
- Develop and implement strategies to improve customer experience, team engagement, and retention
- Serve as the business owner for contact center process, technology, and staffing changes
- Monitor customer feedback to identify trends and implement improvements
- Ensure compliance with company policies, industry standards, and regulatory requirements
- Manage scheduling, workload distribution, and resource allocation for optimal efficiency
- Provide regular performance updates and insights to senior leadership
- Perform additional duties as assigned
Requirements
- Bachelor’s degree in business management or related field combined with 3+ years of Operations leadership experience OR 5+ years of leadership experience, preferably in a contact center or customer service environment
- High School Diploma or GED required
- Demonstrated success in driving team performance, customer satisfaction, and operational improvements
- Experience leading teams through change and familiarity with insurance industry standards preferred
- Strong analytical skills with the ability to interpret data and prepare reports/presentations
- Proficiency in Microsoft Office Suite, especially Excel and PowerPoint
- Excellent verbal and written communication skills
- Proven leadership and motivational abilities in a contact center environment
- Ability to manage multiple priorities and meet deadlines in a dynamic setting
- Discretion and professionalism in handling confidential information
- Familiarity with contact center technologies such as Automatic Call Distribution (ACD), workforce management, and quality monitoring tools
Benefits
- Comprehensive health, dental and vision insurance
- Mental health benefits and an employee assistance program
- Paid time off
- Paid parental leave
- Short-term disability
- Cultural observance day
- Contributions to healthcare accounts
- Pension plan
- 401(k) plan with Company matching
- ProHealth Rewards platform to improve wellbeing while earning cash rewards
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
data analysisperformance metricscustomer satisfactionoperational improvementsreport preparationpresentation skillsworkforce managementquality monitoring
Soft skills
leadershipcommunicationteam motivationanalytical skillsproblem-solvingtime managementdiscretionprofessionalism
Certifications
Bachelor’s degreeHigh School DiplomaGED