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Processing Manager
QBE Insurance
Los Angeles, CA, United States
Job Details - this job has expired, please see similar jobs below
Direct and ensure effectiveness of daily customer service team operations by managing workload, monitoring performance, coaching team and collaborating with key stakeholders to ensure alignment with business objectives and productivity standards.
Primary Responsibilities• Manage customer service department functions by collaborating with senior management, delegating tasks, tracking workload, ensuring schedule adherence and providing coaching and training as needed
• Measure department operations by tracking quality and productivity against established metrics, identifying performance issues and implementing solutions
• Identify opportunities for continuous improvement by assessing current processes and recommending innovative solutions
• Oversee customer service functions by ensuring resolution of escalated issues by utilizing expertise and available resources, sharing knowledge, understanding business needs and soliciting stakeholder feedback
• Support compliance of customer service processes by communicating organizational policies and procedures and informing employees of process changes
• Manage budgeted resources by anticipating expenditures, accurately forecasting resource needs/costs and properly accounting for expenses to meet requirements and achieve fiscal responsibility
Required QualificationsEducation:Bachelor's Degree or equivalent combination of education and work experience
Experience:
5 years relevant experience
Preferred QualificationsExperience:Customer service experience; experience managing or leading others; increasing levels of responsibility
Preferred Knowledge• Principles and processes for providing customer service, including customer needs assessment, de-escalation of conflict, meeting quality standards for services and evaluation of customer satisfaction
• Principles and methodology involved in performance management, leadership technique and coordination of people and resources
• Terminology, function and fundamental capabilities of common computer software
• Business and management principles involved in strategic planning, resource allocation, leadership technique, and coordination of people and resources
Preferred Competencies/Skills• Motivate, develop, and direct people as they work; evaluate performance to provide feedback and contribute to personnel decisions
• Organize people, tasks and activities to yield efficient work flow
• Collaborate with people at different levels within the organization to accomplish a common goal
• Manage multiple projects or responsibilities concurrently and effectively
• Negotiate skillfully in tough situations with both internal and external groups to settle differences with minimum noise
• Establish and maintain effective, trusting and respectful relationships with internal and external contacts; understand customer needs and goals and actively look for ways to meet them
• Facilitate discussions and manage and resolve conflict to reconcile differences among others and between self and others
• Utilize strong written and oral communication; communicate information in a clear, well-organized, and professional manner
• Identify opportunities for process improvement and increased efficiency; consult and recommend changes and strategies to leaders
• Effectively present thoughts to key stakeholders to influence adoption of innovative recommendations
• Adapt and be flexible in a complex changing environment
• Maintain composure by responding calmly, quickly, professionally and decisively to the unpredictable or unexpected
Number of Openings:
0
How to Apply:
To submit your application, click "Apply" and follow the step by step process.
Equal Employment Opportunity:
QBE is an equal opportunity employer and is required to comply with equal employment opportunity legislation in each jurisdiction it operates.