Flood Manager, Customer Service

Scottsdale, Arizona
Not Specified
Sep 30, 2016
Nov 29, 2016
Customer Service
Job Type
Not Specified
Career Level
Not Specified
The role of the Manager is to organize, lead, control, and coordinate the customer service activities as they pertain to our clients, business partners, agents, operations and company strategic goals. The Manager reports to the , VP, Flood Operations and Product Development.

Key responsibilities:
40% - Oversees and manages Customer Service.
  • Provides leadership to and manages the work activities of direct reports (directly) and other department employees (indirectly). Develops and maintains efficient work flow patterns, effectively outlining duties, responsibilities, suitable staffing levels, and systems to attain acceptable SLA levels.
  • Directs the preparation of special reports and analyses for area(s) of responsibility ensuring they are complete, accurate, and on time. Monitors, resolves, and reports issues pertaining to compliance, customer service, and employees.
  • Responds to and resolves issues that escalate beyond the supervisor and/or team lead level in a timely and positive manner. Investigates and reviews responses to complaints concerning their area of responsibility and its personnel; determines veracity of such and (as necessary) takes corrective or disciplinary action and/or prepares reply.
  • Establishes, maintains and analyzes operational metrics. Analyzes data to identify trends and opportunities for operational changes or improvements to exceed customer expectations and decrease expenses. Insures operational practices are accurate, timely, cost effective, and efficient.

20% - Manages the development and implementation of our People Strategy.
  • Hires, develops, evaluates, and when necessary, disciplines and discharges subordinate personnel. Incorporates advancement when feasible and cost effective.
  • Establishes standards for effective job performance and evaluates subordinates according to such standards and creates opportunities for professional development of staff.
  • In conjunction with training and QA staff, monitors training programs and quality assessment standards for effectiveness in supporting departmental goals and objectives.
  • Supports function-specific orientation and training programs for area personnel.
  • Develops and continuously monitors personal performance management plans. Conducts regular staff meetings and individual meetings with direct reports.

10% - Assists with business planning
  • Develops short and long-term goals and plans with management and direct reports for area of responsibility.
  • Determines appropriate capacity planning within the department to meet goals and company strategic plans.
  • Develops and manages budget requirements to ensure financial responsibility for the department.
  • Forecasts, develops and manages the budget of the department and communicates these results and the department's performance to management and employees as appropriate.

15 % - Develops and deploys customer experience and client relationship strategies for area of responsibility
  • Serves as a liaison with other departments ; establishes and maintains the working rapport necessary to develop cooperation and effectively integrate services into the company's overall customer experience and technology strategies.
  • Collaborates with management and other core business partners to ensure continuous, on-going improvement of processes, methods, quality and productivity. Researches, sponsors and implements process and/or quality improvement plans and internal system enhancements.
  • Actively contributes to key corporate projects relating to Flood Solutions and final need to ensure customer expectations are met.
  • Supports business initiatives through interaction with other business areas, participating in defining business requirements, implementing and managing change within teams, and continuing to enhance processes to create efficiencies.

15% - Department Risk Assessment
  • Ensures compliance with regulatory agency guidelines and standards as well as client requirements.
  • Develops and secures approval of policies designed to meet service level agreements and regulatory requirements.
  • Remains abreast of developments in the field(s) of customer operations by pursuing a program of self-development. Participates in professional organizations, interacts with peers and reviews pertinent literature.
  • Directs and manages a team that includes Supervisors and other customer service associates.
  • Management responsibilities for all customer service teams.

Basic Qualifications Required - Experience, Skills, and Knowledge:
  • Bachelor's degree or equivalent experience.
  • 5 years' experience in insurance or related business.
  • 3 years of progressively more complex management responsibilities.
Preferred Qualifications Required - Experience, Skills, and Knowledge:
  • Excellent written and verbal skills to communicate with management, customers, agents, counselors and other employees of the organization.
  • Strong customer service skills.
  • Ability to work with frequent interruptions and under deadlines.
  • Ability to work under pressure and balance multiple projects/tasks at one time.
  • Ability to work collaboratively with others to generate ideas or resolve problems.
  • Ability to present a professional image and to encourage subordinates to do the same.
  • Ability to establish courses of action for self and staff to ensure efficient completion of work.
  • Leadership abilities to inspire and coach employees to accomplish strategic goals and related tasks.
  • Ability to process complex time sensitive data and information from multiple sources, , makes decisions based on this data, and to effectively communicate the related required actions to a broad audience.
  • Understands Human Resource policies and procedures as well as Contact Center policies and procedures.
  • Working knowledge of Word, Excel, Access, Visio, MS Project.