**Job Title:** Call Center Manager
**Company:** Aflac
**Location:** Denver, Colorado, US
**Job Type:** Part-Time
**Seniority Level:** Mid-to-Senior Level
**Years of Experience Required:** 6
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### Job Description:
Aflac is seeking a passionate and experienced Call Center Manager to join our dynamic team in Denver, Colorado. As a pivotal figure in our customer service operations, you will lead a team of call center agents towards delivering exceptional service to our clients. This role offers an exciting opportunity to blend leadership, operational efficiency, and customer satisfaction, all while working in a collaborative environment with colleagues globally.
### Key Responsibilities:
- **Leadership & Management:**
- Oversee the day-to-day operations of the call center, ensuring staff performance meets the company's service standards.
- Hire, train, and develop call center staff; create and implement training programs that enhance skills and knowledge.
- Foster a positive and productive work environment, encouraging team collaboration and high morale.
- **Performance Monitoring:**
- Utilize metrics and KPIs to measure team performance and identify areas for improvement; prepare regular performance reports for senior management.
- Conduct performance reviews, providing actionable feedback aimed at employee growth and development.
- **Quality Assurance:**
- Establish and maintain quality assurance protocols with regular monitoring of calls and customer interactions; initiate corrective actions as necessary.
- Ensure compliance with all Aflac policies and relevant regulations governing customer interactions.
- **Customer Experience:**
- Develop strategies to enhance customer satisfaction rates and improve service delivery processes.
- Address and resolve escalated customer issues promptly to maintain positive relationships and achieve customer retention goals.
- **Cross-Functional Collaboration:**
- Collaborate with other departments to align call center operations with overall company objectives.
- Participate in meetings and represent the call center's interests and needs in departmental discussions.
- **Strategic Planning:**
- Contribute to the development of strategic plans aimed at improving efficiency, reducing costs, and enhancing the customer experience.
- Identify opportunities for new programs or processes that can improve service delivery and operational efficiency.
- **Change Management:**
- Lead implementation of new technologies or processes within the call center, ensuring team adaptation and temporary adjustments to operations as necessary.
### Requirements:
- **Education & Experience:**
- Bachelor's degree in business management, communications, or a related field preferred, or equivalent professional experience.
- Minimum of 6 years of experience managing a call center or customer service team, with evidenced success in performance management and team leadership.
- **Personality Traits:**
- Energetic and motivated, with a strong drive to achieve team and company goals.
- Positive outlook and enthusiasm for customer service excellence.
- **Soft Skills:**
- Excellent adaptability in a fast-paced, dynamic work environment.
- Strong attention to detail, ensuring accuracy and quality in all aspects of call center operations.
- **Technical Skills:**
- Proficient in call center technologies, CRM systems, and performance analytics tools.
- Familiarity with compliance and regulatory issues affecting call centers.
### Benefits:
- Generous parental leave to support work-life balance.
- Opportunities for travel for training and professional development.
- Flexible remote work options to accommodate personal needs.
### Working Environment:
Join us in a collaborative working environment that transcends borders. At Aflac, we believe in creating a global village mentality, where sharing ideas and best practices drives success. You will engage with a diverse group of colleagues worldwide, fostering innovation and teamwork.
### Application Deadline:
Please submit your application by **October 25, 2024**.
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**Equal Opportunity Statement:**
Aflac is an equal opportunity employer and embraces diversity in the workplace. We welcome applicants from all backgrounds and walks of life. We encourage all qualified individuals to apply and join us in making a difference.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
