Description

• 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