Support Agent managing customer support queries for cloud - based accounting software. Working closely with users to resolve issues and improve the customer experience in a hybrid work environment.
About the role
- Customer Care Manager leading a team of call center agents at Allstate Identity Protection. Focusing on customer interactions and operational efficiency in a hybrid work environment.
Responsibilities
- Lead and manage a team of 6–10 frontline call center agents
- Set clear performance expectations, assign daily tasks, and monitor individual and team metrics
- Coach new and existing team members
- Support and implement effective policies and procedures
- Collaborate within the division to determine operational strategies
- Support the full recruitment cycle, including interviewing, selecting, and onboarding
- Train employees and deliver performance reviews
- Effectively resolve escalated issues
- Maintain security of customers/participants
- Collaborate with other leaders in the company
Requirements
- High School Diploma or GED
- 4+ years of overall experience managing people in the service industry
- 2+ years of progressive experience in call center/contact center
- Proficiency with call center software
- Proficiency with CRMs (Salesforce or similar) and ticketing systems (Zendesk or similar)
- Proactive leadership style with a practical and common-sense approach to problem solving
- Strong analytical skills: comfortable with metrics, dashboards, trend analysis, and using data to drive decisions.
- Excellent verbal, written communication and presentation skills
- Works well independently and in a team environment.
Benefits
- $80/ month connectivity stipend
- Up to 20 days per year PTO
- 9 national holidays
- medical/dental/vision with HRA/FSAs
- annual performance bonus of up to 10% of base pay
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