Customer Service Supervisor
hace 2 semanas
Job Summary:
Demonstrates basic knowledge for managing all facets of assigned team. Manages critical performance indicators, and provides guidance and coaching to reach company targets. Observes day to day interactions between front line employees/customers, and develops specific coaching plans to help frontline employees exceed goals. Manages multiple goals, objectives, programs, policies, and procedures in a business area gained through experience and training_._
Key Responsibilities:
- Manage and lead front-line employees (Allstate/vendor partners) by creating a highly motivated and rewarding work environment using guidance, feedback recognition, empowerment, listening, valuing diversity, and acting as a role model for others
- Develops strategies and objectives directed toward meeting unit goals, handling and resolving customer escalations, and exceeding customer expectations
- Direct workflow of unit and assign job responsibilities according to unit goals, including the management of demand and capacity to ensure an exceptional, personal, and effortless customer experience
- Establish/communicate vision and mission messaging, job performance standards, and work procedures
- Identifies and addresses training needs in all critical processes, procedures, and business rules including the most current and up to date sales/service processes depending on assigned team
- Manage team performance, and make recommendations/implement action plans to help employees succeed
- Conduct performance reviews, evaluates employee potential, and recommend employee promotions, merit increases, or terminations
- Effectively provide coaching, guidance, and feedback by practicing talk paths, expectation setting and sales techniques (when applicable)
- Committed to creating and supporting an inclusive work environment and administering Human Resources guidelines and policies and resolves employee’s issues and concerns regarding these policies
Supervisory Responsibilities:
This job does have supervisory duties
Preferred Qualifications:
Education and Experience
- 2 or more years of related experience
- Bachelor’s Degree of equivalent experience
Certificates, Licenses, Registrations
- Property & Casualty license, preferred
Functional Skills
- Excellent computer skills in a Microsoft Windows environment
- Evidence of the ability to practice a high level of confidentiality
- Excellent organizational management skills
- Excellent written and spoken communication skills
- Demonstrated knowledge of basic economic, budgeting, and accounting principles and practices
- Ability to interview applicants, assess sales and or customer service skills, and recommend hire
Integon, a Great Place to Work, provides innovative technology and customer support services to major personal lines insurance providers, including Fortune 100 companies rated A+ (Superior), by A.M. Best, for financial strength.
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