Customer Service Manager - Call Center (Fully Remote)

Description: Who We Are: Nonstop Administration and Insurance Services, Inc. is a fast-growing health insurance organization with a firm belief that everyone should have access to high-quality, affordable healthcare. To achieve this goal, we offer an employer-sponsored group health insurance solution called Nonstop Health ® What Nonstop is Looking For: Nonstop is seeking a Customer Service Manager who has several years of experience managing a call center and a deep understanding of Amazon Connect. The Customer Service manager is responsible for the day-to-day operations of the call center with a focus on call metrics, quality assurance, call handling, and scheduling as well as, coaching, and supporting the call center team. If you have experience successfully managing a call center team, and a passion for driving performance improvements, fostering team development, and delivering exceptional customer service, we encourage you to apply. Responsibilities: Report directly to the VP of Client Experience Oversee and manage the daily operations of the call center. Develop and execute strategies to enhance call center efficiency and performance. Ensure customer interactions are handled promptly and professionally. Monitor and analyze call center metrics, identifying opportunities for improvement. Recruit, train, and mentor call center agents to build a high-performing team. Motivate, engage, and support the call center staff to drive results. Manage the call center budget and optimize resources effectively. Leverage Amazon Connect to streamline call routing, customer engagement, and reporting processes. Collaborate with the VP of Client Experience to ensure the proper configuration and utilization of Amazon Connect to meet business needs and optimize call handling. Troubleshoot and resolve any issues related to Amazon Connect, collaborating with IT and AWS support as needed. Stay informed on the latest Amazon Connect features and functionality for optimal use. Collaborate with other departments to ensure a seamless and consistent customer experience. Other duties as assigned by your manager. Requirements: Qualifications: 5+ years of experience in a call center management role, preferably within the health insurance industry Expert knowledge of Amazon Connect Experience working in a remote environment and managing a “remote” team Strong leadership skills with the ability to inspire, mentor, and drive performance improvements across diverse teams. Ability to work independently and as part of a team Proven track record of success in managing and improving call center operations Experience working in a fast pace high functioning environment Excellent communication, organizational, and problem-solving abilities to address challenges and enhance operations. Physical Requirements: Prolonged periods sitting at a desk and working on a computer per day Repetitive use of fingers, hands, elbows, and arms including typing, reaching, grasping, and writing Ability to lift, carry, push, pull, and carry 5-30 pounds occasionally Hearing and speaking ability sufficient to carry on a conversation with another individual (or groups of individuals) in person and over the telephone. Visual ability is sufficient to read and produce printed material and information displayed on a computer screen. Perks and Compensation: Full-time / Exempt Salary Range$ 75,000 to $80,000 Travel 5% Internet Reimbursement Cellular Reimbursement Fully Remote / Work from the comfort of your home! 401(k) plan participation with employer-matched contributions Full medical, dental, and vision benefits with 100% employer-paid premiums after the introductory period is met Nonstop provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. Apply Job!