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Customer Service Supervisor

Employer
AssuranceAmerica MGA
Location
Atlanta, Georgia
Salary
Not Specified
Closing date
Oct 9, 2019

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Job Details

Our Company

We are more than a unique blend of insurance assets. We believe in creating a culture where every associate has the opportunity to learn and grow. We strive to create a work environment to meet associate needs and we are determined to achieve excellence in everything we do.

This is an opportunity to join a dynamic team in a company that is a key player in this field, and functions with a small company, entrepreneurial style. This position will require someone with an understanding that one needs to have a “roll up your sleeves” attitude to help make things happen.

Job Summary

The Customer Service Supervisor is the leader of this call center and fully responsible for all that takes place – from the design and establishment of protocols, to providing the management oversight to the Customer Service Representative team. Leadership is required to assure all calls are handled with utmost professionalism, in line with standards and practices, and managed in a timely manner to assure our company maintains a strong, positive image in the marketplace among our customers.

Job Responsibilities

  • Organize and direct daily business and associate activities pertaining to call center operations.
  • Manage, train, and guide call center representatives to successfully execute assigned daily tasks, ensuring proper distribution and timely processing of tasks and assurance of adequate staffing levels during peak business hours.
  • Assist with Customer Service incoming calls as needed.
  • Engage in associate performance management by monitoring and evaluating data analysis and business and departmental performance metrics.
  • Analyze call center reports to determine areas of improvement and appropriate plan of action.
  • Conduct quality check activities, including evaluations and silent monitoring.
  • Assure company/departmental goals are met and assist with process improvement opportunities through collaboration with various business units. Assist in the development of operating policies and procedures, including process improvement opportunities based upon changing business needs.
  • Regularly attend, participate, and contribute to department meetings
  • Interpret, implement, and enforce all company or department policies
  • Manage various personnel functions including, but not limited to, hiring, performance appraisals, disciplinary actions, promotion/transfers, and work schedules.
  • Demonstrate understanding of regulatory/statutory requirements in relation to underwriting guidelines.
  • Champion quality and assurance goals to maximize associate development and a superior customer experience.
  • Respond to customer inquiries in accordance with Company Customer Quality Standards.
  • Assure what happens on the phone is in sync with what Sales Team explains in the field.
  • Ensure compliance with industry and company policies.
  • Provide development, training, and encouragement to associates.
  • Control backlog, errors, and expenses.
  • Contribute to process improvement initiatives.
  • Properly utilize the systems and understand their features and functionalities.

Job Qualifications

Formal Education & Certification

Undergraduate College Degree and/or professional designation preferred; equivalent work experience will be considered.

Knowledge & Experience

  • Proven ability to develop and motivate a team to improve performance and drive results.
  • Excellent written and verbal communication skills.
  • Excellent time management skills and ability to multitask and prioritize.
  • Demonstrated career progression with increasing responsibilities.
  • First-hand knowledge and experience with various policy management systems, features, and functionalities.

Skills & Competencies

  • Must be able to work in a fast-paced automated production environment.
  • Must employ excellent communication/interpersonal and customer service skills.
  • Demonstrated team building and coordination skills.
  • Demonstrated ability to partner with management to identify and address operations, customer service & underwriting issues.
  • Solid planning and organizational skills including time management, prioritization, and attention to detail.
  • Demonstrated ability to accomplish goals through influence management.
  • Proficient in Windows-based computer programs with excellent navigational skills.
  • Leadership abilities, with the ability to make autonomous decisions based on multiple facts.

This job description indicates the essential responsibilities of the job. The duties described are not to be interpreted as being all-inclusive to any specific employee. Management reserves the right to add to, modify, or change the work assignments of the position as business needs dictate. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job. This job description does not represent a contract of employment. Employment with AssuranceAmerica is at-will. The at-will relationship can be terminated at any time, with or without reason or notice by either the employer or the employee.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

AssuranceAmerica is an Equal Opportunity Employee

Company

Since its inception, AssuranceAmerica has continued to benefit from the skills and commitment of exceptional people. Today, as always, we seek the best talent to build on our success story. In return, AssuranceAmerica associates enjoy a supportive environment, outstanding opportunities for professional growth, and a chance to help AssuranceAmerica provide superior insurance products and services to our agents and to our customers. 
 

Company info
Website
Location
5500 Interstate N. Pkwy Ste. 600
Atlanta
GA
30328
US

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