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Contact Center Team Supervisor
First American
Santa Ana, CA, United States
Job Details - this job has expired, please see similar jobs below
Supervises a team of licensed Insurance Services Representatives who service the needs of First American Property & Casualty customers, including agencies and brokers. Duties include billing inquiries, providing coverage details, quoting and binding, claims, and general policy related questions. The successful supervisor will work to develop his teams through coaching, mentoring, and ensuring adherence to established contact center goals and all departmental policies and procedure.
Essential Functions
• Implements and monitors work performance output and measurements
• Takes escalated calls and works to de-escalate and resolve issues
• Ensures team is trained and up to date on policies and procedures
• Acts as liaison with other departments to resolve customer problems and inquiries
• Directly resolves more complex customer inquiries, service requests and problems
• Audits work of subordinates for accuracy and completeness
• Supervises daily operational activities of the team; conducts employee performance reviews and provides ongoing performance feedback with management consultation
• Makes hiring recommendations; assists with personnel management and goal setting for assigned area/department
• Assist with inbound call handling during downtime or high call queueing scenarios
Knowledge and Skills/Technology Used
• Expert knowledge of insurance industry
• Excellent written and verbal communication skills
• Demonstrated ability to manage workload in a timely and high quality manner
• Strong leadership and training skills
• Ability to utilize word processing, database, spreadsheet software applications, and company operating systems
Typical Education
• High School diploma or equivalent required
• College degree preferred, but will consider relevant work experience
Typical Range of Experience
• 3+ years customer service experience
• 2+ years demonstrated experience in lead or supervisory role
License or Certification
• Active Property and Casualty license
First American invests in its employee’s development and well-being, empowers them to provide superior customer service and encourages them to serve the communities where they live and work. First American is committed to diversity and inclusion. We are an equal opportunity employer.