The annual base salary range provided for this position is a nationwide market range and represents a broad range of salaries for this role across the country. The actual salary for this position will be determined by a number of factors, including the scope, complexity and location of the role; the skills, education, training, credentials and experience of the candidate; and other conditions of employment. As part of our comprehensive compensation and benefits program, employees are also eligible for performance-based cash incentive awards.

• Manage individual and team delivery against the service agent performance framework: Contact Delivery, Customer Impact, and CSC Standards. 

• Monitor real-time phone behaviors, break thresholds, and after-call wrap times 

• Collaborate and manage performance root cause analysis and action plans to help identify performance gaps

• Lead, monitor, motivate, and evaluate the day-to-day performance at team and individual level. Ensure company processes and procedures are adhered to by team and individuals

• Partner with the quality, operations, product and service support team to ensure compliance requirements are met

• Collaborate cross-functionally to align day-to-day operational initiatives with the broader customer experience strategy.

• Oversee Zendesk queue management, prioritizing complex requests for internal and external customers 

• Guide the team through automated digital shifts, Gen AI auto-reply rollouts for automated servicing

• Support skill diversification across both licensed and unlicensed agents to distribute workloads evenly and reduce bottlenecks.

• Support cross-departmental efforts to overall Objective Key Results including effective call routing, IVR re-routes, and chatbot deployment.

Required Skills:

• 2+ years’ experience leading teams in a customer service call center environment

• Must have experience with ticketing systems such as Zendesk

• Must have Customer Service experience from a prior role

• 1+ years’ experience in the insurance industry with an active Property & Casualty license 

• Self-motivated work ethic

• Proven experience of leading a team to high standards of performance

• Able to engage and collaborate with cross departmental stakeholders

• Ability to problem solve and develop creative solutions utilizing strong analytical proficiencies 

• People leadership experience with identifying and developing talent 

• Strong prioritization skills, time management, influencing leadership, and handling projects

• Experience with ticketing systems/managing email Service Level Agreements

• Experience with efficiency/performance management

• Proven past change management experience with projects varying in size and impact 

• Experience in leading through complex transitions and maintaining engagement during periods of uncertainty

Preferred Experience: 

• Proven track record of mentoring high-performing team members while fostering a culture of accountability and professional growth 

• Demonstrated the ability to navigate organizational shifts and change 

• Hands-on experience navigating Calabrio (WFM) and Rippit (QA).

• Familiarity with data tools such as Looker, Google Suite, and knowledge bases like Guru

• Experience leading blended teams consisting of both licensed and unlicensed personnel.

Here are some of the great benefits and perks that come from being a Simply Business employee:

• Group plan for medical, dental, vision, and prescription drug coverage.

• Short term disability, long term disability, and life insurance coverage.

• Participation in the Company’s bonus program-Participation in 401(k) plan with a 5% employer match.

• Commuter benefits to help cut down on parking and public transit costs.

• 25 days of vacation time plus 10 sick days and 10 company holidays.

• A genuine investment in your learning and development-Regular team outings and volunteer opportunities. 

• An awesome office space.

• A hybrid working model, giving our employees great choice and flexibility to work in a way that’s best for their particular job, their teams, and their lives.