At U.S. LawShield you have an opportunity to empower your community through knowledge, education, and by promoting a self-defense mindset. U.S. LawShield challenges the status quo regarding the affordability of legal defense, and we protect our member's fundamental legal rights. Our purpose is to encourage people to take responsible measures to improve their safety and ability to defend themselves, and to serve those that do. If this mission resonates with you, apply today to join our team!

Position Summary

The Community Care Center (contact center) Manager will collaborate closely with key stakeholders to ensure that members, prospects, and customers are receiving the brand-promised service and sales experiences. This leader will assist in managing the inbound and outbound contact center and social care (social media, email, and chat customer service) teams. In addition, this leader will help oversee the management of service level attainment, quality assurance evaluations, and all other Voice of the Customer, operational, and business growth key performance indicators. The position is responsible for the performance management of the Community Care Center team.

Benefits

• $70,000 - $85,000 base annual salary, commensurate with experience
• 15% annual bonus eligibility, based upon meeting/exceeding performance expectation
• Medical, dental, vision, and additional supplemental coverage options
• PTO beginning at 15 days per year and accruing with additional tenure
• 10 Paid Holidays
• 401(k) retirement plan
• Complimentary U.S. LawShield membership
• Employee Assistance Program with travel protection, counseling, and medical bill saver program

Duties/Responsibilities

• Manage contact center advisors including the establishment of performance expectations, providing feedback, coaching, professional development, and change management
• Drive efficiencies in Service Level, ASA, Abandoned Rate, Sales, Conversion Rate, Customer Effort, Customer Satisfaction, and NPS performance
• Develop and track recursive training for Community Care Center team members
• Ensure continuous improvement in ease of doing business (customer experience)
• Work collaboratively with other departments as a customer and advisor advocat
• Update and maintain department policies, procedures, and knowledge-based article
• Other related duties as assigned for the Community Care Center

Required Skills/Abilities

• 3+ years of people management and strategic experience in contact center environments
• Highly collaborative, analytical, and customer experience focused
• Strong presentation, written, and verbal communication skills
• Ability to build trusting and professional relationships with colleagues
• Fluency in contact center speak and the vital KPIs required to provide exceptional service
• Proficient computer skills with the ability to learn new software

Education and Experience

• 3+ years of customer service experience required (5+ years of experience preferred
• Experience with leading and developing a team in a 100+ person contact center with virtual team members preferred
• Experience with common contact center technology such as CRM (Salesforce), cloud-based telephony systems (Five9), and Workforce Management technologies (Monet
• Possess a valid Property and Casualty Insurance License in your home state, or can attain one (expectation of role)

Supervisory Responsibilities

• Recruits, interviews, hires, and trains staff on the Community Care Center team
• Oversees the daily workflow of the team; orchestrates this team for top performance in a fair, consistent, and effective manner
• Provides consistent training, support, and mentorship to the team to enable an “ownership” of the work product and a best-effort mindset
• Ensures ongoing compliance with company policies and procedures

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