Customer Service Supervisor

Overview:

This position is responsible for overall staff development, coordination of efforts between the Team Lead and the Customer Service Representatives to meet Unit goals. Effectively manage overall team attendance and corrective action policies for assigned unit. Responsible for achieving the departmental goals and objectives relating to abandon rate and general performance.

Responsibilities:

• Quality monitor representatives phone calls to ensure that Unit standards are met. Communicate monthly results with representatives in a timely fashion.
• Responsible for performance levels in the call center, including ASA, abandon rate, timeliness, quality, and efficiency.
• Supervise, coordinate and provide leadership to Unit personnel, coordinate and review work of assigned staff to ensure policy and procedures are followed accurately.
• Supervisor employees including hiring, coaching, evaluating, and administering corrective action and terminations.
• Provide guidance toward development of skills and knowledge of policy services of current staff and assist in training of new representatives.
• Determine needs for additional training of assigned staff based on work review and QA reviews.
• Provide consistent feedback to assigned personnel via quarterly performance reviews
• Process and submit payroll information on regular basis.
• Provide hands-on departmental assistance during periods of peak volume.
• Performs other duties and special projects as assigned.

Qualifications:

• High school diploma or equivalent work experience required.
• Minimum of 2-years previous supervisory experience or experience in Property / Casualty Underwriting / Rating preferred.
• Outstanding organizational and time management skills.
• Excellent oral and written communication skills.
• Ability to multitask.
• Strong analytical and problem solving skills.
• PC proficiency, including MS Office Suite.
• Ability to adhere to all organizational policies and procedures.



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