Supervisor, Client Experience
Supervisor, Client Experience
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Job Description
Job Description
The Supervisor manages the day-to-day operations of the call center team for the Client Experience Department and is responsible for quality production and operational expectations. This position achieves excellent standards of customer service and satisfaction through effective leadership and leads coaches and motivates the team to deliver on department KPIs targets and objectives.
Essential Duties
- Responsible for the day-to-day functions and operation of the Client Experience call center team.
- Supervises staff and department activities to ensure that policy owner and agent requests are carried out satisfactorily according to established policy service guidelines and procedures.
- Reviews and handles sensitive or problem-case situations. Reports serious complaints and concerns to Manager Customer Experience.
- Actively participates in the selection process of new employees and ensures that new employees are trained efficiently and equipped to successfully handle tasks independently.
- Works with department trainers to cross-train employees in various functions of the department. Identifies gaps in knowledge and provides direction to department trainers.
- Is responsible for monitoring tracking managing phone queues chat queues KPIs and workflow. Understands trends and patterns from data and makes appropriate staffing decisions.
- Responsible for processing employee timecards accurately and within given deadlines. Maintains personnel attendance and vacation schedules ensuring the department is staffed appropriately.
- Leads performance evaluations of Client Experience call center representatives. Ensures representatives are meeting expectations and handles coaching and corrective actions as appropriate.
- Actively participates and leads team meetings and discussions with internal and external parties.
- Continuously pursues and implements system and process improvements. Works closely with other operational units to ensure continuous improvement of processes and systems.
- Serves as final point of escalation for team members and successfully deescalates complex situations and service-related issues.
- Guides mentors trains and supports team in an atmosphere of growth and provides actionable feedback to team members.
- Works closely with other departments in the organization to cross-train and address inter-departmental concerns. Serves as a point of contact for other departments.
- Actively participates in department audits and handling of consumer and agent complaints.
- Maintains a subject matter level of expertise of department functions.
- Acts as a backup to department manager in absence of department manager.
- Conduct Company business in accordance with all applicable laws regulations and contractual obligations. Behave ethically and with integrity and always follow the principles of the Compliance Program when making business decisions. Compliance with this program is a condition of employment for every American-Amicable staff.
- Other duties as assigned.
Education Work Experience And Training Requirements
- Associate or Bachelors degree or equivalent in education and experience.
- A minimum of 3 years Supervisory/Management experience.
- A minimum of 5 years call center experience.
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Company
American-Amicable Life Insurance Company of TexasPosting End Date
About us
iA American Warranty LP American Amicable Group of Companies iA American Life Insurance Company and Industrial Alliance Portfolio Management LLC are all part of iA Financial Group one of the largest insurance and wealth management groups in North America. In the last few years iA American has been thoughtfully built by iA Financial Group through the acquisition of several US based entities. Our suite of products and services includes automotive protection packages reinsurance options dealer support direct-to-consumer products in-house administration life insurance progressive special markets and more!
iA Financial Group is the fourth largest life and health insurance company in Canada and offers a wide range of products for all stages of life and to meet the needs of clients across its vast sales network. Founded in 1892 iA Financial Groups stability and solidity make it an employer of choice that invests in its employees and their development over the long term. Our CEO Denis Ricard won #1 Insurance CEO in Canada from Glassdoor!
Our Commitment to Diversity and Inclusion
Our differences make us unique and even stronger. Thats why at iA Financial Group we are committed to supporting and celebrating diversity. We are continually building a team that is as diverse as the people and communities we serve. By combining our different ways of seeing and experiencing the world we will always be stronger than the sum of our parts! To learn more click here.
Required Experience:
Manager
Employment Type
Full-Time
