Supervisor of Customer Services Center

Job Description:Position Title:Supervisor of Customer Service CTRPosition Summary: Provide workflow supervision, business and technical direction to the Customer Service Center Team, which includes Insurance Service Professionals, Sales, Processors and clerical Support. Serve as liaison between Hanover/Citizens Insurance Management and Agents. In conjunction with the Customer Service Center Sales Manager and Director, be accountable for the Customer Service Center results and achievement of goals.Primary Responsibilities:. Directs the activities of the Customer Service Center Team. Work with the Customer Service Center Sales Manager and Director to increase new business sales and up sell performance within the team.. Works with management to ensure that proper underwriting of business by the team is being conducted in line with established policies and guidelines and requlatory guidelines.. Monitors quality control and performs monthly audits, produces reports and metrics as appropriate.. Supervises team workload and balance resource allocation, including assigning work and meeting agreed to completion dates, customer service standards and applicable regulatory time frames for processing business.. Monitor and access employee performance and make appropriate recommendations for compensation and performance changes and enhancements.. Partners with branch teams within the assigned territory, achieve the annual Personal Lines Plan for loss ratio, premium, new business unit count and renewal retention. Executes the agency management responsibilites and task required to achieve the branch goals.. Monitors the new business and in-force underwriting trends and loss experience for assigned book of business, proactively takes action,including recommendations to the Underwriting Manager, to address any developments.Requirements:. 3-8 years of directly related experience. 1-3 years experience supervising. Insurance Industry knowledge, as well as agency management and interface skills.. BA/BS or equivalent work experienceMinimum Education Required: BachelorYears of Experience Required: More than 5 yearsExpected Travel Time: None