Billing Customer Team Supervisor

Chubb•Phoenix, AZ

33d

About The Position

Lead a team of CSRs who handle CCT/Billing Operations tasks for Chubb agents and insureds, including phone and non-phone activities Oversee call center activities while partnering with other leaders and business partners Provide direction and guidance on service issues, problem resolution and general technical guidance. Influence, coach and empower direct reports/staff; set goals and evaluate performance to ensure team/department goals are achieved Demonstrate development of diversity and build a culture of inclusion Implement leadership actions which improve employee engagement Anticipate and proactively manage PTOs, Absences, and staff turnover which will take place throughout the year. Learn and perform the activities of the group as needed to achieve results and guide staff Develop and implement streamlined workflow procedures, enhancements ensuring service level agreements are met Define, plan and monitor staffing requirements to ensure adequate staff to meet business goals Ensure training materials are developed and implemented, and that staff is trained to support the delivery of products, services with accuracy and quality Monitor/Assess team metrics to assist in identifying trends/issues, best practices to drive improved team productivity and quality for our client's enhanced experience. Responsible for coordinating inventory workload across teams and sites driving to meet SLAs Provide training and coaching to team members and identify opportunities for growth, skill development and quality improvement Monitor and proactively take action to promote adequate phone coverage and coach staff to improve productivity, utilization, and the customer experience. Gather, organize, and analyze reports/information to provide optimal support for clients, business partners, other departments, and underwriting

Requirements

Proven leadership skills including interpersonal and conflict resolution with the ability to motivate staff.
Working knowledge of property and casualty insurance policies, terminology, and processing procedures.
Ability to multi-task and work in a fast-paced, results-driven, service environment.
Excellent verbal and written communication skills; ability to interact on various levels of the organization
Strong Change Management skills
Ability to manage multiple projects and deliverables with little or no direction.
Effective planning and organizational skills including time management, prioritization, and attention to detail
Strong human resource skills to hire, train, direct and motivate direct reports
Analytical skills to assess operational problems and develop solutions/improvements.
Strong technical skill to work with billing systems and interact with IT partners to resolve issues
Strong skills in Microsoft Office products (Word, Excel, PowerPoint, etc)
Ability to work the occasional Saturday and late week as scheduled on a rotational basis.

Nice To Haves

Billing experience: BCWS, @Chubb, ASP is preferred

Responsibilities

Lead a team of CSRs who handle CCT/Billing Operations tasks for Chubb agents and insureds, including phone and non-phone activities
Oversee call center activities while partnering with other leaders and business partners
Provide direction and guidance on service issues, problem resolution and general technical guidance.
Influence, coach and empower direct reports/staff; set goals and evaluate performance to ensure team/department goals are achieved
Demonstrate development of diversity and build a culture of inclusion
Implement leadership actions which improve employee engagement
Anticipate and proactively manage PTOs, Absences, and staff turnover which will take place throughout the year.
Learn and perform the activities of the group as needed to achieve results and guide staff
Develop and implement streamlined workflow procedures, enhancements ensuring service level agreements are met
Define, plan and monitor staffing requirements to ensure adequate staff to meet business goals
Ensure training materials are developed and implemented, and that staff is trained to support the delivery of products, services with accuracy and quality
Monitor/Assess team metrics to assist in identifying trends/issues, best practices to drive improved team productivity and quality for our client's enhanced experience.
Responsible for coordinating inventory workload across teams and sites driving to meet SLAs
Provide training and coaching to team members and identify opportunities for growth, skill development and quality improvement
Monitor and proactively take action to promote adequate phone coverage and coach staff to improve productivity, utilization, and the customer experience.
Gather, organize, and analyze reports/information to provide optimal support for clients, business partners, other departments, and underwriting