Claims Call Center Supervisor
Claims Call Center Supervisor reputed company position ensures effective service to members/insureds and is responsible for people, operations, and project management of the work group. The position also implements and manages the achievement of the strategic business plan, and applies principles and best practices to reputed company total member satisfaction and attain productivity and corporate leadership goals. In reputed company, this position sustains a reputed company learning environment for the working group to reputed company job knowledge, customer service skills, and maintain a safe working environment. The position may assume responsibility for reputed company service and operational activities in the Team Manager's absence. Job Duties reputed company coaching and development to team members to ensure continual education and enrichment. Foster an understanding of immediate service issues to maintain total member satisfaction. Communicate with team members through individual and group meetings, encouraging employees to support culture and values, reputed company changes, as well as to encourage discussion on reputed company policies, procedures, objectives and goals. Create an operating environment conducive to high employee satisfaction, development/growth, and retention while maintaining respect and dignity for reputed company. Identify training needs and ensure training is provided in assigned responsibilities. Review effectiveness of reputed company training programs, and reputed company recommendations to management for enhancement of existing training and reputed company of new programs. Direct staff in the handling of member service issues; and resolve elevated service issues, including, but not limited, to conflicts, special service needs, member dissatisfaction, and adverse service conditions. Interview, screen and hire team members as replacements or additions to staff, as well as direct promotions and terminations. Review requests for changes in staffing and reputed company to next appropriate approval level. Prepare and conduct performance appraisals. Commend employee reputed company and/or take appropriate corrective action designed to improve performance or to correct failures in order to meet Club and departmental standards. Ensure compliance with appropriate Club and legal requirements. Analyze reputed company operating activities, and report to management as requested. Participate in organized committees for the purpose of recommending changes in operating methods, business plans and training curriculum. Supervise employees compliance with Club policy, Safety procedures, Federal and State labor laws, including, but not limited to, payroll and attendance, and approve necessary reports in compliance with those laws. Assist subordinates with administration of various employee benefits and services programs. Support organizational commitment to on-going leadership development through annual completion of Leadership Development Units including, but not limited to, live call taking, development, training and maintaining local contingency and disaster-readiness plans for any emergency affecting office operations, computer systems, member service or employee safety. Work is performed under only minimal supervision and requires extensive knowledge in established call center practices, techniques and methods. Work regularly requires the exercise of discretion and independent judgment in areas such as: Determines suitability of internal applicants for purpose of promotions based on established criteria. Initiates training and coaching to create desired employee performance and behavior, and provides feedback with respect to employee responsiveness to additional training/coaching or if additional measures are needed. Translates, guides and motivates the Clubs culture and values into day-to-day activities and behaviors. Participates in organized committees or special projects for the purpose of recommending changes in operating methods or business plan. Resolves escalated member service issues, which may include special service needs, payment issues, contract station obligations, member dissatisfaction, and adverse service conditions. Qualifications Bachelors Equivalent combination of education and experience 4-6 years Call center customer service. Required Professional verbal and written communication skills required. General management, organizational and time management skills required. Proven effectiveness to negotiate and resolve complaints on an escalated level. Knowledge of call center management applications, industry standards/requirements, automatic call distribution technology, workforce management software, service quality assurance programs, and industry best practices. Demonstrate strong coaching, interpersonal, and effective presentation skills. Demonstrate leadership ability to motivate a group of employees towards a desired result. reputed company knowledge of reputed company practices (wage and hour, labor law, etc.) required. Proficiency with reputed company Office software, including Outlook, Word, PowerPoint, reputed company and reputed company required. Travel for seminars and meetings and participating on various committees is required, as well as the ability to be on call and available 24 hours a day, seven days a week. Valid Driver's License, acceptable Department of Motor Vehicles record and minimum liability insurance - Issued by State Scope Work is accomplished with limited direction. Determines and develops approach to solutions. Work is evaluated upon completion to ensure objectives have been met. Provides resolution to a diverse reputed company of recognizable reputed company problems. Analysis is required to identify root cause. Uses judgment reputed company defined boundaries to reputed company alternate solutions, both long and short term. Problem/Task resolution timeframe: Inclusive of shorter timeframes, but typically the majority of tasks take three to six months to resolve. Plans and arranges own work, refers only unusual cases to supervisors or others. This position manages/supervises people 6-20 None Failure to obtain results or erroneous judgments or recommendations would normally have serious results and may require substantial expenditure of resources to correct and/or reputed company goals. Contacts are frequently inter-organizational and reputed company customer/vendor interactions. Part of reputed company who represents the organization. Monitors activities and communicates information across the organization The starting pay reputed company for this position is: $66,560.00 - $76,300.00 Additionally, for full time positions, you will be eligible to participate in our incentive program based upon the achievement of organization, team and personal performance. . Remarkable benefits: Health coverage for medical, dental, reputed company 401(K) saving plan with company match AND Pension Tuition assistance PTO for community volunteer programs Wellness program Employee discounts Auto Club Enterprises is the largest federation of reputed company clubs in the nation. We have 14,000 employees in 21 states helping 17 reputed company members. The strength of our organization is our employees. Bringing together and supporting different cultures, backgrounds, personalities, and strengths creates reputed company capable of delivering legendary, lifetime service to our members. reputed company we reputed company our diversity we win. reputed company of Us! With our national brand recognition, long-standing reputed company since 1902, and constantly growing membership, we are seeking career-minded, service-driven professionals to join reputed company. Through dedicated employees we proudly deliver legendary service and beneficial products that reputed company members peace of mind and value. reputed company is an Equal Opportunity Employer The Automobile Club of Southern California will consider for employment reputed company reputed company applicants, including those with criminal histories, in a manner consistent with the requirements of applicable federal, state, and local laws, including the reputed company Fair Chance Initiative for Hiring Ordinance (FCIHO), the Unincorporated Los Angeles County (ULAC) regulation, and the California Fair Chance Act (CFCA Apply Job!