Contact Center Supervisor - State National

Markel • Bedford, TX

2d • Hybrid

About The Position

If you’re looking for a place where you can make a meaningful difference, you’ve found it. The work we do at Markel gives people the confidence to move forward and seize opportunities, and you’ll find your fit amongst our global community of optimists and problem-solvers. We’re always pushing each other to go further because we believe that when we realize our potential, we can help others reach theirs. Join us and play your part in something special! Supervise all daily operations of the Inbound and Outbound Teams in the Contact Center. Ensure all standards of productivity, timeliness, quality, and customer service are consistently achieved or exceeded

Requirements

• Advanced knowledge of collateral protection insurance
• Good working knowledge of workforce scheduling, ACD and IVR systems
• Good customer service skills.
• Good verbal and written communication skills.
• Ability to solve problems effectively.
• Ability to multi-task.
• Ability to understand and analyze statistical reports
• High School Diploma or equivalent required
• Minimum of 4 years previous call center lead or supervisory experience
• Minimum of 5 years of call center experience required
• Good working knowledge of Microsoft Office Products, specifically Excel or Access.
• Knowledge of principles and processes for providing customer service
• Knowledge of administrative and clerical procedures and systems
• US Work Authorization required. Markel does not provide visa sponsorship for this position, now or in the future.

Nice To Haves

• Some college preferred

Responsibilities

• Assist with hiring, training, motivating and scheduling an adequate number of employees to meet, or exceed, department goals while staying within expense guidelines
• Monitor ACD for inbound/outbound traffic flow and agent status to ensure service level and response time objectives are met.
• Oversee the timely processing of insurance verifications queue utilizing proprietary system
• Make real-time schedule changes as necessary and track all schedule exceptions.
• Monitor performance standards as established by management and provide regular feedback to maximize performance and reward/acknowledge outstanding performance
• Update appropriate reports on individual and team performance
• Maintain employee performance records, provide regular feedback and conduct yearly employee performance reviews
• Handle escalated calls and provide appropriate follow-up to ensure customer satisfaction.
• Monitor client requests or problem reports to identify any systematic patterns which may require additional action.
• Assist with identifying training needs by working with department manager and trainer to develop and implement effective training for new and existing employees with a goal to consistently improve overall service.
• Assist in development of staff to meet career path and objectives.
• Track employee attendance and maintain accurate hours in the payroll system.
• Assume responsibility for department day to day operations and providing support and direction to other supervisors, in the absence of the Manager.
• Clearly define expectations for team and instill in them a sense of ownership, responsibility, and accountability.
• Assist manager with design, testing and implementation of system enhancements and new systems working with IT development team and others as needed.
• Assume project/special task duties as assigned by manager.
• Update carrier contact information for insurance verifications.
• Report system issues to manager and appropriate subject matter expert

Benefits

• In keeping with the values of the Markel Style, we strive to support our employees in living their lives to the fullest at home and at work.
• We offer competitive benefit programs that help meet our diverse and changing environment as well as support our employees’ needs at all stages of life.
• All full-time employees have the option to select from multiple health, dental and vision insurance plan options and optional life, disability, and AD&D insurance.
• We also offer a 401(k) with employer match contributions, an Employee Stock Purchase Plan, PTO, corporate holidays and floating holidays, parental leave.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED
• Number of Employees: 101-250 employees