***Ask about our sign on bonus! Offering up to $4,000***
Do you thrive in a fast paced- call center environment? Then this might be your next career move! Adriana's is seeking an Assistant Manager for our Rancho Cucamonga Call Center. You will be responsible for supporting the day-to-day operations of the call center, ensuring high levels of customer satisfaction, operational efficiency, and team performance. The role involves supervising call center executives, monitoring service quality, achieving productivity targets, and ensuring compliance with insurance brokerage regulations and company policies.
Key Responsibilities
Team Management
- Supervise and support a team of call center agents.
- Monitor attendance, scheduling, and productivity.
- Conduct regular coaching sessions and performance reviews.
- Assist in recruitment, onboarding, and training of new team members.
- Foster a positive, high-performance work environment.
Operations Management
- Ensure daily operational targets
- Manage call queues and workforce allocation to optimize service levels.
- Escalate and resolve complex customer issues promptly.
- Coordinate with underwriting, claims, sales, and policy servicing teams for timely issue resolution.
Quality & Compliance
- Monitor calls to ensure adherence to quality standards and regulatory requirements.
- Ensure compliance with insurance regulations, company policies, and data privacy standards.
- Identify process gaps and implement corrective actions.
- Conduct regular quality audits and provide feedback to agents.
Performance Reporting
- Prepare daily, weekly, and monthly operational reports.
- Analyze call center KPIs and identify trends.
- Recommend process improvements to enhance customer experience and operational efficiency.
Customer Experience
- Ensure prompt and professional handling of customer inquiries related to insurance policies, renewals, endorsements, claims, and general servicing.
- Handle escalated customer complaints and ensure timely resolution.
- Promote a customer-centric culture across the team.
Qualifications
- Bachelor's degree in Business Administration, Insurance, Management, or a related field.
- Professional insurance certifications are an advantage.
- 4–7 years of experience in a call center or customer service environment.
- Minimum 2 years in a supervisory or team leader role.
- Experience in insurance, insurance brokerage, banking, or financial services preferred.
- Bilingual in both English and Spanish
Skills & Competencies
- Strong leadership and people management skills.
- Excellent communication and interpersonal abilities.
- Strong analytical and problem-solving skills.
- Proficiency in CRM systems and Microsoft Office (Excel, Word, PowerPoint).
- Knowledge of insurance products, policy servicing, and regulatory requirements.
- Ability to work under pressure and manage multiple priorities.
- Customer-focused mindset with excellent conflict resolution skills.
Pay: $70,304 salary + commissions and bonuses can earn more than $150k yearly
Schedule: Monday- Friday plus rotating Saturdays
Pay: From $70,304.00 per year
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Experience:
- Call center: 3 years (Preferred)
- Call center management: 3 years (Preferred)
Language:
License/Certification:
- Personal Lines License (Preferred)
- Property & Casualty License (Preferred)
Ability to Commute:
- Rancho Cucamonga, CA 91730 (Preferred)
Work Location: In person
