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Cust Svc Call Center Mgr
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Customer Service Manager
Who we are
American International Group, Inc. (AIG) is a leading global insurance organization. AIG member companies provide a wide range of property casualty insurance in approximately 70 countries and jurisdictions. These diverse offerings include products and services that help businesses and individuals protect their assets and manage risks.
We’re also committed to making a positive difference for our colleagues and in the communities where we work and live. We encourage colleagues to give back to the causes they care most about, supporting these efforts through our Volunteer Time Off and Matching Grants Programs.
Get to know the business
General Insurance is a leading provider of insurance products and services for commercial and personal insurance customers. It includes one of the world’s most far-reaching property casualty networks. General Insurance offers a broad range of products to customers through a diversified, multichannel distribution network.
The Customer Service Manager function is meant to be a partner to the business segments, offering support, expertise, and partnership. The existing diversity of the business portfolio demands from the Customer Service Manager specialized expertise in the different business areas. The Customer Service Manager team works with the business to support a wide array of products and offerings, through a complex and highly demanding distribution force and network. Customer Service Manager has the responsibility of delivering and materializing the product offer and promise. In the case of Customer Service Manager this opportunity is given in even the most sensible and highly complex situations where the health and well being of our insureds and clients is touched and where we can make a significant difference at that level.
About the role
**What you need to know**:
Zero Based Replacement. Responsible for the supervision of 30 employees to achieve customer service objectives in the Call Center and sales through Telemarketing.
Your contribution at AIG
**Sales Call Center**:
Key to achieve sales targets for individual policies in Mass marketing channels in coordination with Digital Marketing. Responsible for monitoring operations and reaching sales goals through Internal and External Call Center (Agents). This production currently represents 28% of auto policy sales through digital channels. This position oversees a premium in the 2023 Budget of 1.4MM USD.
Responsible for generating and implementing renewal initiatives and reducing cancellation rates to improve the profitability of the portfolio in charge.
**Customer Service**:
Responsible for the inbound customer service channel, where an average of more than 10 thousand calls are received per month. He guarantees that the service of these calls is aligned with SLAs and CC guidelines. The team in charge is the first line of attention for the Insured, Agents, Brokers, third parties and commercial partners.
**UNE**:
- It is part of the Specialized Unit of attention to users created in a mandatory manner to comply with the global policy of handling complaints and the requirements of the authority described in the Mexican legislation.
**1. Functional Responsibilities**:
Ensure that operators follow the processes kept by the company by monitoring calls
Provide ongoing training to call center operators
Monitor service levels through management systems to ensure compliance with these
Make reports on efficiency, achievement of objectives for delivery to Management
Reception and attention to complaints
Updating of processes and implementation of strategies that improve the customer service experience.
**2. Accountabilities**:
Delivery of regulatory reports
Preparation of management reports
Implementation of sales &service strategies
Portfolio management, sales, collection, renewal, cancellation
Ensure the proper functioning of each operation
3. Leadership Skills
oExcellent communication skills, both written & verbal
oGood presentation skills and file knowledge
Analytical thinking
Strong Communication Skills
Strong Customer Service Skills
Capability to work under pressure
Integrity
Commintment
Proactive
4. Technical Skills and Expertise
Management Efficient - Ability to handle multiple priorities, organize work and meet deadlines
Have worked in a previous job for at least 1 year.
**What we’re looking for**:
Microsoft Packages - Excel (High), Word, Outlook.
**Languages**: English (B2/C1 Level - wrinting and reading)
Learning disposition
Bachelor´s degree in Management, Economy, Engenierring or Similar.
**Experience**: Have worked in CC as Manager or Senior Supervisor at least 1 year with people under his charge, service skills and orient results.
LI-MF1
LI-AIG
Reimagining insurance to make a bigger difference to the world
American International Group, Inc. (AIG) is a global leader in commercial and personal insurance solutions; we are one of the world’s most far-reachin
