Customer Service Center Manager

As a leading provider of credit protection, insurance, warranty, and specialty underwriting products, Fortegra™ offers consumers relief from life’s inevitable setbacks. No matter the issue – from a lost cell phone to car trouble, appliance failures to job loss – we deliver unequaled value without forcing your customers to jump through the hoops typically associated with traditional insurance and protection programs.

This position will be responsible for the daily activity of the Jacksonville Customer Service Center. Supervises CSRs and responsible for providing daily guidance. Will provide analytical support to include forecasting, capacity planning, reporting, etc.

* Managing, supervising, and coordinating the activities of customer service center professionals in providing telephone related services * Works with leader to determine recording statistics, performance levels and user rates of the call center * Support of other departmental duties as assigned * Planning and supervising changes and managing the daily operations of the center * Monitoring random calls to improve quality, minimizing errors and tracking operative performance * Maintaining current knowledge of industry new developments, productions and involvement in network communication * Recording statistics, performance levels and user rates of the center * Reviewing the staff’s performance, determining training needs and scheduling training sessions * Handling the most complicated customer inquiries or complaint

**Our ideal candidate strengths include:** * Ability to work in a fast paced environment * Support and supervise a team of CSRs to ensure adherence to company standards for quality and performance * Adaptable to an ever changing environment * Ability to prioritize daily tasks with the customer always first * Bi-Lingual in Spanish a plus. **Qualifications** * 3-4 years plus call center management experience is required. * Flexible candidate that is available to work hours anywhere from 12-12 Monday through Sunday. * Bachelor’s degree or equivalent work experience required. * HS Diploma or equivalent required.