Farmers Insurance Contact Center Supervisor in Phoenix, Arizona
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Leads, manages and supports an assigned team of call center agents to efficiently and effectively service internal and external customers on both inbound and outbound interactions. Focuses on continuous improvement of customer experience, team performance and company results by leveraging operational resources to analyze and evaluate data and taking strategic action.
Essential Job Functions
Monitors all aspects of team performance, including but not limited to, customer experience, work product quality, efficiency, attendance and compliance with established company and regulatory guidelines. Creates and implements strategic plans focused on achieving company objectives. Ability to provide in depth presentations of individual and team results including key performance indicators, a root cause analysis and next steps planning with implementation timeline. Responsible for individual employee development through quarterly behavior reviews and behavior management, monthly performance reviews with improvement plans, call monitoring, skill coaching, progress tracking, feedback and discipline. Partners with Work Force Management to positively impact customer experience by exhibiting a firm understanding of processes and pro cedures and assuming ownership of team performance in production time management, managing the Supervisor Hotline and assisting in infrastructure installation and recovery exercises. Effectively communicates required business materials in weekly team meetings and maximizes this time to establish team goals, celebrate successes and motivate. Interacts with and responds to customer inquiries and escalations, assists with heavy call volume by answering customer calls while modeling quality and interaction expectations. Maintains thorough, up-to-date, working knowledge of established procedures, methods, contractual provisions and regulatory compliance. Models, promotes and advocates Farmers core values. Performs other duties as assigned.
Besides some sedentary work, job duties require some or all of the following physical activities: Standing, carrying/lifting 10 pounds, seeing and hearing, walking, reaching, pushing and pulling and speaking, reading, writing, and typing.
Required job duties are normally performed in a climate-controlled office environment.
High School Diploma or equivalent.
One year of Supervisory experience and/or two years experience in a customer service oriented environment. Completion of Customer Service Leadership Development Program required or prior supervisory experience within Customer Service.
Special Skill Requirement
Leadership and people management skills, PC skills, strong written and verbal skills, demonstrated analytical and organizational skills.
Farmers is an equal opportunity employer, committed to the strength of a diverse workforce.
Job: *Strategic Management & Administration
Organization: *Farmers Insurance
Title: Contact Center Supervisor
Requisition ID: 1700037C