Claims Contact Center Manager2 days ago Be among the first 25 applicantsAt Compass, our mission is to reduce the inconvenience for our customers, clients, and for each other. We provide an exemplary service that requires dedicated professionals focused on assisting clients at their time of need after a motor vehicle accident. Building trust and rapport with mutual respect is what drives us. We live our values every day.Your new roleMain responsibilities include:Oversee national contact centre operations to ensure efficiency and customer centric service delivery.Develop, train and implement strategies to optimise processes, improve efficiencies and the overall customer experience.Analyse metrics and data to help achieve objectives and identify areas of improvement and implement solutions.Foster a positive team environment to drive high performance.Manage team efficiency, ensuring proper resourcing, service levels, and KPIs are met.Maintain strong relationships with internal and external stakeholders.Resolve all customer service complaints in line with designated SLAs.What you''ll need to succeed:Proven leadership with a focus on team development and high performance.5+ years in contact centre management, including resource planning.Experience in process improvement, problem-solving, and decision-making.Knowledge of contact centre technologies (call routing, workforce management, IVR).Experience managing external clients or stakeholders.Strong presentation, numeracy, and literacy skills in a 24/7 environment.Highly Desirable:Degree in Business, Management, or related field (or equivalent experience).Strong analytical and strategic skills.Natural leader with integrity, creativity, and a focus on continuous improvement.Decisive, excelling in high-pressure environments.What we offer:Flexible working environment.Rewards and Recognition programs.12 weeks paid parental leave.Access to Employee Assistance Program (EAP).Discounted car hire for family and friends.Employee referral bonus.Supportive and collaborative work environment.Seniority levelMid-Senior levelEmployment typeFull-timeJob functionManagement, Customer Service, and Quality AssuranceIndustriesVehicle Repair and Maintenance, Telephone Call Centers, and Transportation, Logistics, Supply Chain and Storage #J-18808-Ljbffr
Job Title
Claims Contact Center Manager