Team Leader - Voice Operations(P&C insurance)

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.

• 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?
• Manages, researches, and resolves complex and occasionally highly complex customer communications, concerns, conflicts or issues?
• 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 ?
• Conduct voice interviews to identify trainable candidates?

• Identifies issues and potential solutions on all aspects of the claims business?
• Gathers, analyzes and evaluates complex and occasionally highly complex claim processes or procedures; obtains facts and explains complex information?
• Assists leadership in developing strategies of operational improvement ?
• Assists with establishing unit goals/objectives?
• Participates in the implementation of process improvement, operational performance and effectiveness programs and changes?
• Develops and manages processes to ensure delivery of compassionate service that is fast, fair and easy ?
• Ensures adherence to empathetic and responsive customer service in all transactions?

• Participates in assessing unit needs for training and development?
• Win input from more experienced Team Leads/FLB, provides coaching/mentoring and feedback and may lead training?

• Bachelors' degree in related field preferred or equivalent experience?
• Ability to interact effectively, and coach others on interacting effectively, with internal or external customers and act with empathy?
• Applies advanced knowledge of Subrogation, coverage, negotiation and/or arbitration skills and regulation?
• 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?
• Applies advanced conflict management and problem resolution skills in managing internal and external customer relationships?

Education

4 year Bachelors Degree (Preferred)

Experience

• 7 or more years of experience (Preferred)
• Supervisory Responsibilities
• This job has supervisory duties.
• Education & Experience (in lieu)
• In lieu of the above education requirements, an equivalent combination of education and experience may be considered.

Primary Skills