Responsible for managing the operational workflow, coaching and developing frontline specialists, and promoting exceptional customer satisfaction to frontline specialists. Understands contact center metrics and implementation of strategic goals and processes.
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Makes and maintains a connection with the customer by understanding and meeting their needs; serves the customer with empathy; and follows up to ensure that customer needs have been met
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Manages, researches, and resolves complex and occasionally highly complex customer communications, concerns, conflicts or issues
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Reviews customer satisfaction results; recommends, designs, and implements personal and business unit action plans. Audit calls and provide feedback to the claim handler on the production floor
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Conduct voice interviews to identify trainable candidates
Administration and Operational Management
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Identifies issues and potential solutions on all aspects of the claims business
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Gathers, analyzes and evaluates complex and occasionally highly complex claim processes or procedures; obtains facts and explains complex information
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Assists leadership in developing strategies of operational improvement
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Assists with establishing unit goals/objectives
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Participates in the implementation of process improvement, operational performance and effectiveness programs and changes
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Develops and manages processes to ensure delivery of compassionate service that is fast, fair and easy
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Ensures adherence to empathetic and responsive customer service in all transactions
Training - Develop and Deliver
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Participates in assessing unit needs for training and development
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Win input from more experienced Team Leads/FLB, provides coaching/mentoring and feedback and may lead training
Knowledge / Skills / Abilities / Experience :
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Bachelors degree in related field preferred or equivalent experience
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Ability to interact effectively, and coach others on interacting effectively, with internal or external customers and act with empathy
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Applies advanced knowledge of Subrogation, coverage, negotiation and/or arbitration skills and regulation
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Applies advanced knowledge of analytical procedures to reconcile, manipulate, and recognize patterns of data and advanced knowledge of problem solving and preparation of complex reports for analysis
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Applies advanced conflict management and problem resolution skills in managing internal and external customer relationships
