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Supervisor
Liberty Mutual
Indianapolis, IN, United States
Job Details - this job has expired, please see similar jobs below
Description
Advance your career at Liberty Mutual Insurance - A Fortune 100 Company!
For the second consecutive year Liberty Mutual Insurance was certified by J.D. Power and Associates for "An Outstanding Customer Service Experience". During the J.D. Power and Associates survey customers gave Liberty Mutual Insurance high scores for representatives' courtesy, knowledge, concern, useful information, and overall service.
As a Gold Customer Service Supervisor, you will supervise and motivate Gold Customer Services Representatives and lead team activities to ensure timely, accurate, and responsive guidance is provided to policyholders on a variety of products, plans, and programs. You will exercise initiative and independent judgment while solving complex customer issues and ensure a high level of service is delivered to achieve exceptional customer satisfaction and promote the growth and retention of business.
Responsibilities:
• Serves on site leadership team to plan and manage the implementation of the Service Organization vision, mission, strategy, and values.
• Coaches and develops a team of 15+ Gold Service Customer Care Professionals.
• Responsible for Call Center staff performance, resource allocation, customer service, and quality and expense management to optimize planned business results.
• Supervises and evaluates the work of the support staff; assists with the prioritization of work, assigning tasks to staff and monitoring progress and quality.
• Promotes employee development through effective planning, verbal and written communications, and cross-training as well as initial orientation.
• Supports the analysis and implementation of improved workflow for increased efficiency.
• Uses the objective setting and performance evaluation process to ensure employees understand the expectations, receive regular feedback, and are appropriately rewarded.
• Deals decisively with performance and/or conduct issues using the performance management process. Recommends employment actions and uses various applications and management tools to process transactions such as attendance, wage-and-hour, rewards/recognition, promotions, transfers, salary increases, etc.
• Actively involved in the hiring process.
• Conducts staff meetings to communicate new and existing Company/department policies and procedures.
Qualifications:
• Bachelor's degree preferred; previous call center management experience
• Agents P&C license required
• Demonstrated decision-making and problem-solving abilities combined with strong leadership and training/development skills
• Efficiency and desktop organization are critical to being a successful Manager
• Flexibility and adaptability to a changing, fast-paced environment is critical in this position
• Strong interpersonal skills
• Must be flexible to work shifts that support a 24 hour, 365 day operation