**Job Title: Support Manager**
**Company: Guardian Life Insurance Company of America**
**Location: Houston, Texas, US**
**Job Type: Part-Time**
**Seniority: Mid-to-Senior Level**
**Years of Experience: 7**
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**Overview**
Guardian Life Insurance Company of America is seeking a dynamic and experienced Support Manager to join our team in Houston, Texas. In this part-time role, you will play a crucial part in enhancing the customer experience and managing the support operations for our clients. This is an excellent opportunity for a confident and resourceful individual who thrives in an energetic and rapidly evolving work environment.
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**Key Responsibilities**
- **Team Management:** Lead the support team to ensure high levels of customer satisfaction. Provide guidance, training, and performance evaluations to team members.
- **Customer Support Strategy:** Develop and execute strategic plans to optimize support processes and improve response times. Monitor the effectiveness of support operations and implement changes as necessary.
- **Issue Resolution:** Handle escalated customer inquiries and complaints, ensuring timely resolution and compliance with company policies. Foster relationships with customers to enhance their experience with our services.
- **Collaboration:** Work closely with other departments, including sales and product development, to identify and address customer needs and feedback.
- **Reporting and Analytics:** Analyze support metrics and data to identify trends and inform strategic decision-making. Prepare regular reports to management on support operations, customer satisfaction, and team performance.
- **Training and Development:** Design and implement training programs for new team members and ongoing professional development for existing staff to ensure exceptional service delivery.
- **Resource Management:** Ensure that the team is adequately equipped to handle customer inquiries effectively. Manage scheduling and workflow to maximize efficiency and effectiveness.
- **Quality Assurance:** Monitor interactions between support staff and customers to ensure adherence to quality standards. Provide constructive feedback and coaching to team members.
- **Innovation:** Proactively seek out ways to improve support processes, including technology enhancements, to streamline operations and reduce costs.
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**Requirements**
- **Education:** Bachelor's degree in Business Administration, Management, or related field.
- **Experience:** Minimum of 7 years of experience in customer support or management roles, preferably within the insurance or financial services industry.
- **Technical Skills:** Proficiency in customer support software and CRM systems. Familiarity with data analysis tools and reporting software is a plus.
- **Personality Traits:**
- Confident: Ability to make decisions, provide direction, and communicate effectively with various stakeholders.
- Resourceful: Skilled at problem-solving and finding innovative solutions to meet customer needs.
- **Soft Skills:**
- Attention to Detail: Strong focus on accuracy and consistency in all aspects of work.
- Strategic Planning: Ability to forecast challenges and develop actionable plans to enhance support operations.
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**Benefits**
- Free accommodation provided.
- Disability insurance coverage.
- Company equipment provided for remote working.
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**Working Environment**
This role is perfect for an individual who thrives in a fast-paced, energetic work environment. You will be expected to adapt quickly to changes and contribute to a culture of continuous improvement and customer commitment.
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**Application Deadline**
Please submit your application by **October 10, 2024**.
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**Equal Opportunity Statement**
Guardian Life Insurance Company of America 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, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
