**Job Title:** Call Center Manager
**Company:** Northwestern Mutual
**Location:** Denver, Colorado, US
**Job Type:** Part-Time
**Seniority:** Mid-to-Senior Level
**Years of Experience:** 7
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**Job Description:**
As a Call Center Manager at Northwestern Mutual, you will be instrumental in leading our customer service team to deliver unparalleled client experiences. We seek an experienced and motivated individual to manage a part-time schedule while overseeing a diverse range of responsibilities in our dynamic Denver office. If you are independent, driven, and possess the ability to adapt swiftly to changing scenarios while effectively persuading and motivating your team, we would love to hear from you.
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**Key Responsibilities:**
1. **Team Leadership and Development:**
- Recruit, onboard, and train call center representatives to ensure a high-performing team.
- Conduct regular performance evaluations and provide constructive feedback, coaching, and mentoring to drive employee growth and productivity.
- Foster a positive team culture that encourages communication, collaboration, and creativity among team members.
2. **Performance Management:**
- Monitor call center performance metrics, including call volume, response time, customer satisfaction scores, and employee productivity.
- Implement strategies to optimize performance and address any areas of concern.
- Prepare and present weekly and monthly reports on key performance indicators (KPIs) to senior management.
3. **Operational Oversight:**
- Establish and maintain call center policies, procedures, and best practices to ensure efficient operations.
- Collaborate with other departments to streamline processes and enhance the overall customer experience.
- Utilize technology and tools to enhance operational efficiency and team communication.
4. **Customer Engagement:**
- Act as a point of escalation for complex customer inquiries and issues, providing timely and effective resolutions.
- Analyze customer feedback and data to identify areas for improvement and implement solutions accordingly.
- Develop innovative approaches to enhance customer engagement and loyalty.
5. **Budget Management:**
- Assist in preparing and managing the call center budget, ensuring alignment with company financial goals.
- Identify opportunities for cost savings and increased efficiency within call center operations.
6. **Strategic Planning:**
- Participate in the development of short-term and long-term strategic plans for the call center.
- Champion the adoption of new technologies, processes, and training programs to improve service delivery.
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**Qualifications:**
**Experience:**
- A minimum of 7 years of relevant experience in call center management or a related customer service leadership role.
- Proven success in managing teams and improving performance metrics.
**Education:**
- Bachelor's degree in Business Administration, Communication, or a related field preferred.
**Skills:**
- Strong analytical skills with the ability to interpret data and make data-driven decisions.
- Excellent verbal and written communication skills.
- Proficiency in call center software and CRM platforms.
- Ability to work effectively both independently and as part of a team.
**Personality Traits:**
- Independent and proactive in approach to problem-solving.
- Driven to achieve goals and motivate others.
**Soft Skills:**
- Exceptional persuasion skills to influence and motivate team members.
- High adaptability in managing change and responding to challenges efficiently.
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**Benefits:**
- Free food on-site
- Gym membership to support a healthy lifestyle
- Visa sponsorship available for qualified candidates
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**Working Environment:**
At Northwestern Mutual, we embrace creativity in a culture that values fresh ideas and inventive solutions. We encourage team members to think outside the box and contribute to an innovative atmosphere that drives success.
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**Application Deadline:** October 25, 2024
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**Equal Opportunity Statement:**
Northwestern Mutual is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.
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If you meet the qualifications and are excited about the opportunity to lead a passionate team, please submit your application by the deadline. We look forward to considering you for this pivotal role!How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
