Team Manager - Customer Service

About the role

An Arbella Team Manager is a thought leader who enjoys coaching, developing, and leading front-line individual contributors. This role leads a team of 10 to 12 individuals and works closely with Operations, Underwriting, Product, Finance, IT, and other stakeholders to execute business objectives while delivering an exceptional customer service experience aligned with Arbella’s brand. We offer an exceptional onboarding program with training, a mentor, and outstanding career growth opportunities.

Responsibilities

• Recruit, select, train, coach, and develop employees to create talented teams that support sufficient staffing of highly engaged employees.
• Foster teamwork and unity to enable creative ideas, conflict resolution, and appreciation of diversity, ensuring departmental success.
• Coach and develop employees to meet or exceed Arbella’s expectations for customer experience, productivity, quality, and key performance indicators.
• Influence and motivate others to translate vision into action.
• Identify and analyze business trends, collaborating with Operations leadership to problem-solve and improve systems, processes, and procedures.
• Make financially responsible, accountable, and defensible business decisions in accordance with organizational policies.
• Manage preparation and maintenance of departmental reports.
• Maintain employee work schedules, training, vacations, paid time off, and overtime scheduling.
• Provide effective performance feedback through recognition, rewards, and disciplinary action (with HR assistance when necessary).
• Communicate organizational information through meetings, one-on-one interactions, and appropriate digital channels.
• Build independence and empower team members to improve workflow.
• Actively lead or contribute to initiatives and projects.

Requirements

• Bachelor’s degree with strong leadership, communication, customer service, and problem-solving skills.
• Advanced customer service skills, including clear and effective communication and active listening.
• Strong relationship management skills.
• Ability to coach, develop, influence, and motivate others.
• Collaboration, delegation, problem-solving, decision-making, analytical, and change management skills.
• Contact center experience preferred.
• Proficiency with Microsoft Office (Outlook, Word, Excel, and PowerPoint).

Pay

Our current reasonable and good faith estimate of the annual salary range for this position is $68,000 - $73,000, based on factors such as relevant skills, experience, education, certifications, performance, market demand, and organizational needs.