Call Center Supervisor - Insurance
- Employer
- AAA Carolinas
- Location
- Charlotte, North Carolina (US)
- Salary
- Compensation based on experience
- Posted
- Apr 19, 2018
- Closes
- Jun 18, 2018
- Category
- Broker / Agent, Customer Service, Sales
- Job Type
- Full Time
- Career Level
- Experienced (Non-Manager)
Description
The purpose of this position is to provide daily coaching, supervision, and performance feedback to Insurance Customer Service Representatives. The position requires leading a team of CSR’s to excellent performance and holding the team accountable for department goals. Also required is handling escalated customer phone calls, maintaining CSR schedule adherence and performance databases, and working with various other departments within the company to ensure an excellent customer experience.
WHY AAA?
You enjoy helping others and are focused on driving results. You have lots of choices of who to work with. What makes us different:
- We help others.
- As a member organization, AAA is passionately committed to providing our members and customers with Value, Safety, and Total Peace of Mind in all things related to Automotive, Travel, Insurance, and Member Benefits.
- We are focused on growth.
- We are 2 million plus members strong with continued job growth over the past 20 years and counting. Build your skills, experience and thrive in a company that has a demonstrated track record of stability & growth.
- We offer a competitive Total Compensation package
- You know compensation goes way beyond bring home pay. AAA offers best in class benefits. . . excellent medical coverage, dental, vision, etc. . . AND we offer profit sharing and 401k with matching contributions.
- We are committed to work-life balance. We provide vacation AND paid time off.
- Click here to review our extensive compensation & benefits offerings: https://www.myaaacarolinas.com.
WHAT YOU’LL DO
Essential Responsibilities:
Provide positive leadership example to team members
Maintain ASA and abandonment rates
Coach team members on quality, technical skills, and disciplinary issues
Compile and track team member performance
Resolve problems and sales issues for team members and customers; provide on-the-job training to new and existing team members.
Work with members of the management team and training department to identify and remedy issues that affect the quality of work and life in the call center.
Assist in the selection of new employees
Process and track all time off and vacation requests for the team
Other duties as assigned
WHO YOU ARE
Strong demonstrated leadership and coaching skills
Commitment to owning issues and problem-solving skills
Working knowledge of MS office suite, particularly MS Excel and MS Word
Demonstrated history of holding a service team accountable
Strong written and verbal communications skills
Strong time management and multitasking skills
Proven self-starter with initiative and motivation
Required Competencies
- Drive for Results – demonstrates a result focused bias for action.
- Financial Management – analyzes financial information to evaluate strategic opportunities and options.
- Leadership – manages effective teams and workgroups.
- Collaborative – works well with individuals and groups to achieve common goals.
- Critical/Strategic Thinking – offers an objective review of facts and options to make logical business decision; forward thinking with organizational goals in mind.
- Business Acumen – keenness and quickness in understanding business risks and opportunities.
- Influencing – Achieves goals through effective and appropriate interaction with leaders, peers, employees, partners, and contacts.
Required Qualifications:
- Bachelor’s degree in Business or related field, or equivalent work experience
- 1 - 2 years of call center experience or commensurate experience in a supervisory capacity
Preferred Qualifications:
- 1 - 2 years property and casualty insurance experience
- NC or SC Property and Casualty insurance license, or ability to obtain
Legal Background Requirements:
- No felony convictions within the past 7 years
- Credit report with no open bankruptcies or showing delinquent debt over $50,000
We are members serving members. We are committed. We aspire to create a workplace that helps others, members and team members alike. This is What Makes Us . . . Us.
COME JOIN OUR TEAM