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CR and E Supervisor

RESPONSIBLE FOR:

This area supports the company's internal system users, including employees, agents and insureds with a focus on timeliness, quality of interaction, customer satisfaction and first call resolution.

DUTIES AND RESPONSIBILITIES:

  • Maintains a Customer Service environment that meets our customers service level needs
  • Leads segments of the customer service and support functions for the company
  • Leads team providing direct customer support via web, chat or telephone & endorsement processing
  • Manages schedules of Call Center staff with multiple incoming lines
  • Handles escalation issues from insureds and agents
  • Ensures the volume of work produced meets product/services standards and exceeds quality standards
  • Reviews & prepares individual and unit productivity reports on a daily, weekly and monthly basis
  • Creates, coordinates and delivers communication to staff via regularly scheduled meetings and presentations
  • Responsible for hiring, developing, motivating, supervising and retaining Customer Service staff, ensuring the most effective use of resources while minimizing impact on service
  • Ensures completion of performance reviews, including goal setting, executing plans to retain high potential employees and address low performers
  • Collaborates with other corporate areas to improve quality results and customer service through workflow and process efficiencies
  • Evaluates workflow processes and support services for assigned area of responsibility
  • Partners with Training and Quality teams to create, implement, and maintain functional handling guidelines, policies, procedures and processes
  • Shares accountability with business partners to achieve and sustain quality results
  • Analyzes data to identify process problems and opportunities to enable simple as well as creative & innovative continuous process improvement solutions

EXPERIENCE:

  • 3 or more years of supervisory experience within a call center/administrative production environment managing 10+ employees
  • Experience in insurance, banking and/or customer service highly desirable
  • Strong technical background using Microsoft Office Suite (Access, Word, Excel, PowerPoint)

EDUCATION:

  • High school diploma or equivalent work experience

BENEFITS:

We believe strongly that talented people are core to our success and are attracted to companies that provide competitive pay, comprehensive benefits packages, career advancement and challenging work opportunities. We offer a Comprehensive Benefits Plan for full time employees that include the following:

  • 401K plan
  • Medical coverage
  • Dental coverage
  • Flexible spending accounts
  • Vision care coverage
  • Paid Time-Off (PTO)
  • Paid Holidays
  • Paid Volunteer Day
  • Pay-for-Performance
  • Employee and Dependent life insurance
  • Disability insurance
  • Accidental death & dismemberment insurance
  • Discounts on automobile and homeowner's insurance
  • Tuition reimbursement
  • Employee Assistance Program (EAP)
  • Credit Union membership
  • Employees' Club

ADDITIONAL INFORMATION:

We offer both full and part time employment with the goal of providing work life balance to our talented workforce.

This is an exempt position. By applying for this position, you acknowledge that as an exempt employee, you should expect to find it necessary to work beyond your regular work schedule in order to fulfill the demands of the position. As such, in accepting our offer, you acknowledge and agree to fulfill this expectation.

As part of our hiring process, candidates must also pass a comprehensive background check and drug screen, additional screening for credit or MVR may be required for some positions.

Utica National is an Equal Opportunity Employer.

Apply now and find out what it s like to be a part of an amazing team, thrive in an exciting environment and work for a company you can be proud of. Once you complete your application, you can monitor your status in the hiring process by logging into your profile. A representative from our Talent Management Group will be in touch if you are moving forward. Candidates must meet company requirements on our online assessment test.



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