Customer Service Manager
Idea Insurance Agency · Orlando, FL
Apply & track with Apply EdgeDEA Insurance Agency | Florida Access Center – Orlando, FLFull-Time | 100% On-Site | Bilingual English/Spanish RequiredAbout the RoleIDEA Insurance Agency is seeking an experienced, results-driven Client Experience Manager to lead our Customer Service operations at the Florida Access Center.The ideal candidate is a hands-on leader with strong experience managing on-site and remote teams, driving operational performance, and delivering exceptional customer service.Key ResponsibilitiesLead, coach, and develop on-site and remote Customer Service teams.Monitor KPIs, productivity, attendance, call quality, and overall team performance.Conduct 1:1 meetings, performance evaluations, and coaching sessions.Ensure compliance with company policies, SOPs, and established workflows.Manage client escalations, service quality, and retention initiatives.Analyze operational data, prepare performance reports, and recommend improvements.Promote accountability, professionalism, and operational excellence.Required QualificationsBilingual English/Spanish – Required.Proven management experience in Customer Service or Contact Center Operations.Experience supervising both remote and on-site employees.Strong background in KPI management, quality assurance, and performance improvement.Excellent leadership, communication, problem-solving, and organizational skills.Ability to enforce expectations, manage difficult conversations, and maintain a positive work environment.Highly PreferredAdvanced Microsoft Excel skills.Power BI and data reporting experience.Project Management experience.Insurance industry experience (ACA/Medicare).Familiarity with CRM and call center systems.What We're Looking ForA strong, analytical leader who knows how to develop people, drive accountability, improve operational performance, and create an exceptional client experience.