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General Manager, Customer Care

• United States – Remote OK
• Full-Time
• Sales Leadership
• $100k – $125k

Job Summary:

The General Manager of Customer Care is responsible for helping SelectQuote continuously improve Customer Lifecycle Management processes, including meeting retention and cross-sell targets. This position will have global responsibility related to managing the Customer Care team, including supervising and coaching a team of Customer Care Managers, Supervisors, Trainers, and Customer Care Agents in all locations. This role works closely with department managers and ision executives across all three isions to project and report on the return on investment of various projects.

The successful General Manager of Customer Care needs to be able to effectively self-manage as well as interact with people from other departments to optimize processes. Additionally, this position will need to communicate effectively with other teams regarding issues related to process execution, issue resolution, key metric reporting and compensation.

The position will manage to key measurable objectives set by senior leadership. The position will leverage many competencies such as: verbal communication, time management skills, coaching, leadership skills, analytical mindset, attention to detail, and a drive to be successful.

Essential Functions:

• Plan, monitor, and lead the day-to-day operations of the Customer Care department
• Launch new workflows for Customer Care team across all three lines of business
• Achieve key performance metric targets established for the organization including but not limited to average talk time, cross-sell or pitch rates, transfer rates, quality assurance scores, revenue targets, customer satisfaction scores, occupancy rates
• Identify process/workflow/system improvements
• Drive and maintain agent efficiencies including identifying coaching opportunities
• Develop and encourage team building and employee career development through coaching, mentoring, and leadership
• Maintain open dialogue between all levels of company employees from executive leadership team to end users of various workflow initiatives
• Oversee the development and administration of incentive compensation calculation

Knowledge, Skills, and Abilities:

• Extensive knowledge of multiple insurance products
• Experience managing a large team of sales, customer care and/or operations professionals
• Proficiency with Microsoft Office suite, especially Excel and PowerPoint
• Excellent oral and written communication skills
• High level of self-motivation; ability to accomplish goals independently
• Strong organizational and time management skills

Training and Experience:

• Minimum 1 year internal sales or customer care management or 3 years related inside sales or customer care management experience
• Minimum 3 to 5 years of sales experience
• Experience working with multiple insurance products and/or lines of business strongly preferable
• Bachelor’s degree preferred

Benefits:

Full-time employees are eligible for medical, dental, vision, voluntary short-term disability, company-paid long term disability, company-paid life insurance and accidental death & dismemberment (AD&D), 401(k) + company match and 100% vesting after 4 years, discretionary profit sharing, employee stock purchase program (espp), paid time off, floating holidays, paid maternity leave, paid parental bonding leave, tuition reimbursement, jury duty pay, and other paid leaves vary based on work location.