Supervisor, Contact Center Services

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Job description

Prior Call Center experience preferred.

Hybrid schedule (4 days in office, 1 day work from home).

Local applicants encouraged to apply.

Job Summary
Supervises the effective and efficient operation of an Enterprise Contact Center team who perform a variety of customer service functions for insureds, agents, and claimants that include one or more of the following functions for all products, lines of business, and affiliates: billing inquiries, policy questions, policy payments, cancellation agreements, general informational inquires, first notice of loss processing of claims, medical provider and body shop support/inquiries, and other customer support questions and services including UBI program support, etc.

Ensures unit members meet performance expectations related to servicing our agents and customers, and performing other transactional functions, while providing exceptional customer service and achieving quality and production standards. Assists in the hiring process and trains and develops new staff members. Ensures representatives incorporate Customer Centric Core Competencies within their daily job responsibilities, while providing outstanding value added service.

Knowledge, Skills and Abilities
Education: Bachelor's Degree or professional level of knowledge in a specialized field, or equivalent related experience preferred.
Experience: 4 - 6 years or Associates Degree equivalent plus 6 - 8 years.
Knowledge: General knowledge of industry, practices, standards, and concepts within related operations and field of work. Familiarity with management practices.
Decision Making: Administers and executes policies and procedures that typically affect individual subordinate employees. Exercises moderate decision-making in determining specific tasks to accomplish departmental objectives. Often operates within established policies, procedures, and parameters. Problems are generally moderate in scope.
Supervision Received: Assignments are generally task-oriented and operational. Generally receives moderate supervision. Work is reviewed for soundness of judgment, quality, and efficiency of unit operations.
Leadership: Monitors daily operations of a unit. Accomplishes tasks primarily through supervision of non-exempt and entry-level exempt employees. Supervision involves hire, fire, pay, appraise decisions - not a Lead or Coordinator. Provides direction primarily using established procedures and policies.
Problem Solving /Operations/Direct Work Involvement: Advises work unit regarding tasks, projects, and operations. Generally becomes involved in day-to-day operations only when required to resolve complex problems or meet deadlines.
Client Contacts: Majority of communication is with subordinates to middle managers internal and externally. Communication is usually related to specific tasks, project phases, or short-term operational issues.

Additional Knowledge, Skills and Abilities
Requires strong leadership ability, excellent customer service and interpersonal skills, and the overall ability to use tact and discretion to achieve and exceed unit and departmental goals. Insurance related education a plus.

Knowledge of Contact Center processes and procedures a plus. Knowledge of various MAPFRE Insurance Operating Systems a plus. Strong PC navigation skills and proficiency with end-user software such as Word and Excel desired.

Strong ability is needed to make sound business decisions relative to daily workload priorities and adjustments based upon department volume and staffing fluctuations working with Workforce Management area of Contact Center Operations. Ability to make decisions regarding hiring, promotion, discipline, and when necessary, termination of employees.

Ability to identify, recommend, and implement improved methods, procedures and workflow. Must be innovative and ensure the unit remains adaptable in a fast paced, multi-task environment.

Maintains positive employee and customer service relations and creates an open and caring customer centric work environment conducive to getting the job done efficiently. Must be able to develop the skills of Customer Service Representatives and assist in their career planning. Bilingual (Spanish/English) skills are a plus.

More About Us:

At MAPFRE, the safety of our employees matters. We have taken vital steps across all offices from the improvements to our air ventilation, the installation of touch-free devices, to embracing social distancing and requiring medical self-screening to ensure the safety of our employees. We embrace the ability to collaborate with peers in-office, while also offering a flexible work arrangement for many roles in our organization.

If you require an accommodation for a disability so that you may participate in the selection process, you are encouraged to contact the MAPFRE Insurance Talent Acquisition team at .

We are proud to be an equal opportunity employer.