Operations Team Lead

Shelter Insurance Companies•Columbia, TN

1d•$21 - $26

About The Position

A company built to serve you. It's your career, Shelter it! Operations Team Lead $21.08 – $26.14 minimum starting pay Job Level: Supervisor Shelter maintains broad salary ranges for its roles in order to account for variations in geographic location, education, training, skills, relevant work experience, business needs and market demands. Please remember that this range is the starting base pay only and does not consider other components that make up the total rewards package for the position. What You Will Be Doing: Coordinate and supervise work of personnel involved in customer service activities. Monitor the efficiency and quality of call handling by department personnel. Make decisions on requests from agents to re-write policies and waive reinstatement fees. Assist agents and policyholders with billing questions. Handle calls that have been escalated by supervised personnel. Perform personnel functions including guidance, performance reviews and discipline. May act as replacement for Operations Manager upon request when Manager is not available. Shelter's uncompromising commitment to excellence doesn't stop with our customers. We recognize our employees are what make us a premier organization in the insurance industry. Shelter Employees enjoy such benefits as: Health, Dental, Voluntary Vision and Prescription Drug Insurance Savings and Profit Sharing 401(k) Paid Time Off for Sick and Personal Leave, Vacation and Holidays Vitality Wellness Program "Dress for Your Day" Dress Code Flexible Scheduling And much more! #IND1# The Shelter Insurance® group of companies is a leader in the insurance industry, providing customers with exceptional insurance and financial products and services. Since opening our doors in 1946, we have become one of the most successful and financially-sound, super-regional insurance groups in the country. We provide a variety of insurance options for our customers including auto, home, life and business insurance. We exist to be a leader in our communities by providing daily value while we SHELTER what matters most. At Shelter Insurance, we value, celebrate, and invest in people. With over 75 years of success, we have built a strong foundation rooted in doing the right thing and making progress that truly matters - for our employees, our customers, and our communities. Our employees are the backbone of our success, which is why we are committed to fostering an inclusive environment, offering competitive benefits and meaningful opportunities for growth and development. We strive to honor our legacy, while innovating for a future full of opportunities. Shelter has a purpose driven culture that centers on: Involvement Within Our Communities Financial Strength & Stability Benefits This is your opportunity to be a part of an incredible company with people who encourage you and will help you grow personally and professionally. We champion diversity and strive to provide opportunities. Our family-oriented culture is one that promotes inclusion and positivity. Together we have achieved the winner of the Award for Best Places to Work since 2017! Shelter Insurance is proud to be Equal Opportunity Employers committed to creating a diverse and inclusive workforce. We consider all qualified applicants without regard to race, religion, color, sex, national origin, age, sexual orientation, gender identity, disability, veteran status, or other legally protected classifications. If you have a disability and require reasonable accommodations for any part of the selection process, we're here to help you out. Please email [email protected].

Requirements

Superior leadership and communication skills, both oral and written are required.
Ability to monitor productivity levels and evaluate employee performance to provide a high level of personal service.

Responsibilities

Coordinate and supervise work of personnel involved in customer service activities.
Monitor the efficiency and quality of call handling by department personnel.
Make decisions on requests from agents to re-write policies and waive reinstatement fees.
Assist agents and policyholders with billing questions.
Handle calls that have been escalated by supervised personnel.
Perform personnel functions including guidance, performance reviews and discipline.
May act as replacement for Operations Manager upon request when Manager is not available.
Supervise work of assigned personnel and oversee their handling of incoming calls to ensure a high quality of service and compliance with company policies and procedures.
Participate in selection, hiring and training of new employees and perform personnel related functions for supervised employees.
Make decisions regarding agent requests for rewriting policies and waiving reinstatement fees.
Responsible for correcting billing statements due to endorsements or early payments.
Perform other duties as requested by the Operations Manager to meet ongoing business needs.
Ability to perform essential functions of the job, with or without a reasonable accommodation.