Supervisor, Service Center Ops

Responsibilities

• Supervise a team of representatives to answer customer inquiries, data entries, and process policies.
• Oversee daily workflows to ensure Service Level Agreements (SLAs) are met.
• Coach teams to remove operational blocks as needed.
• Schedule routine team meetings to discuss performance results, operational issues, and professional growth.
• Develop, prioritize, and implement project plans as assigned by management.
• Represent team(s) and Service Center in various meetings and committees.
• Manage company assets as directed by upper management and company policy.
• Prepare reports as necessary.
• Act as a team motivator, facilitator, and functional team member to retain technical knowledge.
• Gain knowledge of other functional areas within AF Group to assess operational impacts.
• Maintain confidentiality of information processed.
• Balance workload to optimize department effectiveness.

Requirements

• Associate’s degree in business or related field, or equivalent combination of education and experience.
• Progress towards or completion of a bachelor’s degree in insurance, business, or related field preferred.
• Three years relevant operational service and/or customer service experience, including leadership in projects or teams.
• Strong working knowledge of Service Center structure.

Qualifications

• Ability to establish, develop, and maintain interpersonal relationships with customers and co-workers.
• Leadership ability and team building skills to effectively supervise staff and interact with all levels of management.
• Effective communication and collaboration skills to exchange information and address problem situations.
• Workflow management and project prioritization skills to meet deadlines.
• Excellent listening and organizational skills.
• Proficiency in preparing reports and business correspondence.
• Ability to comprehend problem situations and address them, or refer them for appropriate decision-making.
• Computer and company standard software proficiency.
• Confidentiality maintenance skills.

Benefits

(Not specified)

Pay

“Actual compensation decision relies on the consideration of internal equity, candidate’s skills and professional experience, geographic location, market and other potential factors. It is not standard practice for an offer to be at or near the top of the range, and therefore a reasonable estimate for this role is between $64,300 and $107,650.”

Schedule

(Not specified)