Travelers Call Center Team Manager in Knoxville, Tennessee
Call Center Team Manager
Primary Job Duties & Responsibilities:
Staff Development: Develop and train team members through means appropriate to business line. Establish performance goals and manages performance for assigned employees. Coach employees toward performance and development objectives. Make hiring, termination and compensation decisions. Manage workload, workflow, and compliance to maximize efficiency. Work with the command center to meet service levels as applicable. Quality Management: Accountability for team's quality assurance process, results, and corrective actions. Review audits from the QA team. Identify opportunities for improvement and implement action plans to address quality issues. Business Relationships: Proactively build favorable business relationships with internal and external customers. Effectively communicate with peers and all levels of management. May support responsibility for agency management with the marketing office within assigned region, as applicable. Other Responsibilities: May manage budget for team. Support and implement emerging business plans and strategies. Work on assigned special projects. Stays abreast of new product information and system changes.
Job Opening ID:
Equal Employment Opportunity Statement:
Travelers is an equal opportunity employer.
Job Specific & Technical Skills & Competencies:
Strong verbal and written communication skills. Strong keyboard and systems navigation skills. Skillful with Word and Excel. Knowledge of business center/insurance operations. Superior customer service and policy service skills. Solid interpersonal and negotiation skills. Problem solving skills. Demonstrated leadership skills.
Administrative/Clerical, Customer Service, Policy Services, Project/Operations Management
Provide guidance and direction in managing business center team (center support, phones or account processing) to ensure the achievement of the team's goals and financial objectives. Lead assigned team to reach the overall organization objectives.
College degree preferred
Prior insurance or call center environment preferred
Education, Work Experience & Knowledge:
3 years experience in an insurance or call center environment required
2+ years of management experience required
High School Diploma or GED equivalent
Solid reputation, passionate people and endless opportunities. That's Travelers. Our superior financial strength and consistent record of strong operating returns mean security for our customers - and opportunities for our employees. You will find Travelers to be full of energy and a workplace in which you truly can make a difference.
Knoxville - Tennessee - United States