Solid reputation, passionate people and endless opportunities. That's Travelers. Our superior financial strength and consistent record of strong operating returns mean security for our customers - and opportunities for our employees. You will find Travelers to be full of energy and a workplace in which you truly can make a difference.



Responsible for staff related decisions, managing a team in a call center environment. Coach, guide and direct staff to provide effective service to agents and customers with their product, procedure, billing and underwriting eligibility related questions. Support leadership team by handling day to day operations as well as the strategic management of the business team to ensure the achievement of the team's customer service and financial objectives. JOB SUMMARY Under general supervision, manage team in a call center environment. Coach, guide and direct staff to provide effective service to agents and customers with their product, procedure, billing and underwriting eligibility related questions. Support leadership team by handling day to day operations as well as the strategic management of the business team to ensure the achievement of the team's customer service and financial objectives. This job is a Supervisor: First level of management with formal direct reports. Responsible for managing the day-to-day activities of direct reports. This level is typically involved performance management and compensation decisions for employees, but does so with direct supervision of more senior level manager.

Monitors workload, workflow and customer service to maximize efficiency. Develops, trains and on-boards team members. Establishes and monitors individual/team goals and performance plans based on the overall business objectives. Coaches employees toward business performance standards, individual performance and development objectives. Assists leadership team in making hiring, termination and compensation decisions for team. Works with the command center/workforce administration group to meet service levels as applicable. Acts as a technical resource to team. Accountable for team's quality assurance process, results and corrective actions. Assists leadership team in managing team expenses. Supports and implements emerging business plans and strategies. Proactively builds favorable business relationships with internal and external customers. Work on special projects. Stays abreast of new product information and system changes. Monitors operations to ensure compliance with governmental requirements. Perform other duties as assigned.

College degree preferred. 3 years insurance or customer service experience preferred. 1 year supervisory experience preferred. Knowledge of business products, processes and procedures. Intermediate communication, negotiation, supervisory and people development skills. Intermediate performance management and problem solving skills.

Strong knowledge of product and associated processes. Effective verbal and written communication skills Effectively communicate with peers and all levels of management. Effective keyboard and systems navigation skills Skillful with Word and Excel Knowledge of business center/insurance operations. Effective customer service and policy service skills. Solid interpersonal and negotiation skills. Problem solving skills. Demonstrated informal leadership skills. Leadership; Teamwork - including working across teams; Resource Management; Business Knowledge (accounting, underwriting); Systems knowledge (policy issuance, billing, MI); Agency Management/Project Management; Demonstrated leadership and strong interpersonal skills. Ability to present to local leadership.

1 year insurance, operations, or call center or business experience required.

Travelers is an equal opportunity employer.
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