Billing Customer Team Supervisor
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
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
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
