**Job Title:** Remote Customer Support Manager
**Company:** Mutual of Omaha Insurance
**Location:** Brisbane, Queensland, AU
**Job Type:** Part-Time
**Seniority:** Mid-to-Senior Level
**Years of Experience:** 7
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**Job Description:**
Mutual of Omaha Insurance is seeking a committed and proficient Remote Customer Support Manager to lead our customer support team. With operations expanding in the Australian market, we need a dynamic leader who can ensure exceptional service delivery while promoting a culture of innovation and teamwork. This part-time position offers an exciting opportunity to be a driving force in our customer support initiatives.
As a Remote Customer Support Manager, you will be responsible for overseeing customer service operations, developing strategic service enhancements, and leading a talented team of customer support agents. The ideal candidate is not only experienced but also gifted in fostering a driven and confident work environment that encourages adaptability and leadership among team members.
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**Key Responsibilities:**
1. **Team Leadership:**
- Manage, mentor, and coach a team of customer support agents to maximize their performance and career development.
- Conduct regular performance evaluations and team meetings to ensure alignment with company objectives and individual goals.
2. **Customer Experience Management:**
- Develop and maintain high standards for customer service delivery, ensuring a positive experience to all customers.
- Handle escalated customer inquiries and complaints with a focus on finding effective resolutions while maintaining customer satisfaction.
3. **Performance Analysis:**
- Monitor key performance indicators (KPIs) and customer feedback, using data to identify trends and improvement opportunities.
- Prepare and present reports on customer service operations, analyzing results and developing strategies for process enhancements.
4. **Operational Oversight:**
- Collaborate with other departments to ensure that customer service initiatives align with corporate goals and objectives.
- Oversee scheduling, workload distribution, and staffing levels to ensure sufficient coverage and service quality.
5. **Training and Development:**
- Develop and implement training programs for new and existing staff, focusing on both product knowledge and customer service skills.
- Promote a culture of continuous improvement by encouraging team members to share ideas and implement best practices.
6. **Innovation and Strategy:**
- Stay abreast of industry trends and competitors to inform strategies that optimize customer support.
- Lead initiatives that innovate customer support processes and technologies, enhancing the overall customer service experience.
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**Requirements:**
- Proven experience (minimum of 7 years) in a customer service management role, preferably within the insurance or financial services industry.
- Strong understanding of customer service principles and practices, with a demonstrated ability to develop effective customer support strategies.
- Exceptional problem-solving skills and the ability to think critically under pressure.
- Excellent communication skills (verbal and written) with an emphasis on clear and confident interactions.
- Proficient in customer support software and tools, with the ability to learn new technologies quickly.
- Driven personality with a proactive and confident approach to leadership and team management.
- Adaptable and open to change, equipped to thrive in a dynamic work environment.
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**Soft Skills:**
- Strong leadership capabilities with the ability to inspire and motivate a diverse team.
- Excellent adaptability to ever-evolving customer needs and business demands.
- Skilled in conflict resolution and managing challenging situations effectively.
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**Benefits:**
- Dental insurance to promote your health and well-being.
- Profit sharing opportunities to reward your contributions to our success.
- Paid overtime to acknowledge your hard work and commitment to excellence.
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**Working Environment:**
Join a dynamic workplace that values teamwork and fosters innovation and shared success. Become part of a culture committed to collaboration, growth, and a shared vision of excellence in customer service.
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**Application Deadline:** Please submit your application by ******** .
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**Equal Opportunity Statement:**
Mutual of Omaha Insurance 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.
