Call Center Manager, National Lloyds

US-TX-Irving
Req #
2017-6430
Type
Full-Time
Category
Customer Service
Irving, TX - Las Colinas

Job Summary

Under minimal supervision, the Call Center Manager oversees the centralized Call Center for National Lloyds, who assist insureds and agents with questions pertaining to policies and coverage, including policy quotes. The Call Center Manager is an individual responsible for the day to day operations and management of a call center. Managers have to ensure that the customer service targets are met by the Call Center Representatives. Managers will create plans in order to develop the call center and understand the areas that would require improvement. There are multiple processes and procedures that the Call Center Representatives have to follow while taking calls, and it is the Call Center Manager’s duty to ensure that the representatives are following procedures, and to ensure that the customers are being delivered service of high standard and are satisfied.

Essential Functions

  1. Oversee daily operation of the centralized Call Center for National Lloyds insurance company.
  2. Manage a team of up to 15 individuals.
  3. Ensure customer needs are met by resolving policy-related issues, providing information and quotes, and addressing complaints.
  4. Provide reporting related to Call Center productivity to senior leadership.
  5. Address escalated inquiries from insureds and agents.
  6. Provide direct supervision of Call Center Representatives, including performance management and staffing decisions.
  7. Clearly set expectations, measure performance, and continually provide constructive feedback to employees.
  8. Establish production and quality assurance standards, monitoring a minimum of five calls, per representative, per month.
  9. Grade quality assurance calls on a 100 point scale for call quality.
  10. Ensure Call Center Representatives are properly trained to address customer inquiries.
  11. Maintain working knowledge of products and services offered by the company.
  12. Perform other related duties as required and assigned.

 

Job Requirements

  • Bachelor’s degree preferred
  • At least five years of call center or relevant experience in property/casualty industry
  • Ability to work Monday- Friday, with times ranging from 7:00A.M. – 7:00P.M.
  • Licensure with the Texas Department of Insurance preferred
  • Working familiarity with policy adherence
  • Excellent oral and written communication skills, including problem solving and conflict resolution skills
  • Strong PC skills
  • Ability to maintain a high level of customer service and productivity

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