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Supervisor- Call Center, Policy Administration

Apply Location Rapid City, South Dakota Requisition Number R-88500

“Work remotely temporarily due to covid-19”

I. OVERVIEW/GENERAL DESCRIPTION

Plans, organizes, leads, controls and coordinates the day-to-day activities of associates involved in providing services in the areas of Customer Service Operations.

II. ESSENTIAL FUNCTIONS

May participate in the development of short- and long- term goals and plans for his or her work group. Ensures associates have suitable workspace, equipment, reference material, and office supplies to effectively perform their job function.

May participate in the development and administration of designated parts of an operational budget, which may include managing staffing levels.

Communicates approved policies and procedures to subordinates and ensures compliance.  Recommends change to policies and procedures as necessary and may participate in the development and implementation of such changes. Effectively communicates with the Operations Manager so she/he is informed of all necessary information regarding the associates, customers, and clients.

Hires, trains, develops, evaluates, and (when necessary) disciplines and terminates personnel or makes authoritatively recommendation in such matters.  Establishes standards for effective job performance and evaluates associates according to such standards.

Coordinates the workflow of the unit and ensures work is distributed appropriately and that all standards are met on a daily, weekly, and monthly basis.  Analyzes and creates strategy for team to complete work within the Service Level Agreement and makes adjustments where necessary.

Monitors work group’s performance. Provides coaching and direction to the associates while creating an environment which encourages a great customer experience, teamwork, accountability, increased productivity, and superior quality.  Performs periodic quality reviews to ensure that proper processing service procedures are being followed.  Provides feedback to staff in a timely manner, and identifies and implements training solutions as needed to improve performance.

Maintains records related to work group productivity, quality, schedule adherence, attendance and coaching conversations .  Prepares or assists in the preparation of related reports.  May conduct or participate in the analyses and resolution of operational problems.

Handles escalated calls and correspondence referred by Associates and resolves exceptions and problems.   

Receives and investigates all complaints concerning the work group and its personnel; determines veracity of such and (as necessary) takes corrective or disciplinary action and or prepares reply.

Works with other members of management and/or other key associates to develop and implement process improvements that when adopted realize significant productivity gains or quality enhancements to the insurance tracking process.

Works closely with Workload Management to make adjustments to phone team when necessary. Responds in a timely fashion to all Workload Management questions and requests.

III. KNOWLEDGE/SKILLS/EXPERIENCE REQUIRED (Minimum Level Necessary)

Education: Level of knowledge ordinarily acquired through completion of a high school, GED, or vocational school diploma, or equivalent work related experience.

Experience: Two to three years of progressively more responsible experience in the area supervised. Experience in customer service and insurance processing is desirable.

Knowledge: Excellent verbal and written communications skills. An understanding of human resource policies and procedures.  Strong customer service skills and call processing techniques.

IV. MENTAL DEMANDS

Ability to work with frequent interruptions, work under deadlines to meet client goals and standards, think creatively, solve problems, analyze workflow and implement process improvements, motivate associates in a demanding environment, pay close attention to detail, effectively solve customer problems, deal with Clients/Customers circumstances using good judgment and empathy, listen effectively.

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Ignacio D. - Senior Operations Analyst

Whether I'm working with people in Argentina or Chile or Miami, we all feel like we're part of the same company. And within my own group, we share ideas and analyze as a team - and drive for change, for improvements. We'll show each other how we do things and lend advice.

I also enjoy the focus on work-life balance - in the workplace, we're offered exercise classes or stretching classes with a trainer, for example. I've had the flexibility to take classes and training. And, we have the opportunity to give back to the community through events held throughout the year.