Experienced Senior Manager Remote Services Leader for Exceptional Customer Experience and Contact Center Operations at arenaflex

Introduction to arenaflex and the Role

arenaflex, a solid and growing organization, is seeking an experienced Senior Manager Remote Services to lead its Contact Center. As a seasoned professional in the banking or financial services industry, you will have the opportunity to make a significant impact by putting metrics, processes, and accountability in place while fostering an engaging work culture. The ideal candidate will be a hands-on leader who can identify, recommend, and implement opportunities for members to fulfill their needs through fast and efficient options, including enhancing self-service information and options for basic needs.

Key Responsibilities

The Senior Manager Remote Services will provide leadership and coaching for all employees within the Contact Center to ensure exceptional service to remote members. Some of the key responsibilities include:

• Developing and implementing strategies to improve customer experience and increase efficiency in the Contact Center
• Leading a team of agents to achieve sales, service, and delivery goals while ensuring exceptional member experience
• Building a scalable remote platform to support the growth of the organization
• Analyzing metrics and data to identify areas for improvement and implementing changes to drive results
• Collaborating with cross-functional teams to strengthen relationships and deliver results
• Coaching and developing agents to enhance their skills and performance
• Ensuring compliance with regulatory requirements and industry standards

Essential Qualifications

To be successful in this role, you will need:

• A solid foundation in remote delivery of products and services to end users
• Experience in Sales Management, cross-selling, strengthening relationships, and delivering results
• Ability to build a scalable remote platform
• 7+ years of experience in leading a multifaceted contact center and remote sales, servicing, and delivery of products and services while ensuring exceptional member experience
• Prior experience managing a contact center with a minimum of 30+ agents
• Banking and/or financial services experience required
• Bachelor's degree in a related field

Preferred Qualifications

While not required, the following qualifications are preferred:

• Experience with contact center technology and software
• Knowledge of industry trends and best practices in customer experience and contact center operations
• Strong analytical and problem-solving skills
• Excellent communication and interpersonal skills
• Ability to work in a fast-paced environment and adapt to changing priorities

Skills and Competencies

To excel in this role, you will need to possess the following skills and competencies:

• Leadership: Ability to lead and motivate a team of agents to achieve sales, service, and delivery goals
• Communication: Excellent communication and interpersonal skills to build strong relationships with agents, members, and cross-functional teams
• Problem-solving: Strong analytical and problem-solving skills to identify areas for improvement and implement changes to drive results
• Adaptability: Ability to work in a fast-paced environment and adapt to changing priorities
• Coaching: Ability to coach and develop agents to enhance their skills and performance

Career Growth Opportunities and Learning Benefits

At arenaflex, we are committed to the growth and development of our employees. As a Senior Manager Remote Services, you will have access to:

• Opportunities for professional development and career advancement
• Training and coaching to enhance your skills and knowledge
• A collaborative and supportive work environment that encourages innovation and creativity
• Recognition and rewards for outstanding performance and contributions

Work Environment and Company Culture

arenaflex is a dynamic and growing organization that values its employees and is committed to creating a positive and inclusive work environment. Our company culture is built on the principles of:

• Respect: We value and respect each other's differences and contributions
• Integrity: We operate with integrity and transparency in all our interactions
• Innovation: We encourage innovation and creativity to drive growth and improvement
• Teamwork: We work collaboratively as a team to achieve our goals and objectives

Compensation, Perks, and Benefits

arenaflex offers a competitive compensation package that includes:

• Annual base salary range of $95K - $120K
• Quarterly bonus based on incentive metrics
• Relocation assistance on a case-by-case basis
• Comprehensive benefits package, including health, dental, and vision insurance
• Opportunities for professional development and career advancement

Conclusion

If you are a motivated and experienced professional looking for a challenging and rewarding role, we encourage you to apply for the Senior Manager Remote Services position at arenaflex. With its solid foundation, growing organization, and commitment to employee development, arenaflex offers a unique opportunity for you to make a significant impact and advance your career. Please submit your application, including your resume and a cover letter, to be considered for this exciting opportunity.