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Call Center Supervisor (Auto/Home) - Consumer Operations - Marsh

Marsh USA

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Job Snapshot

Location:

Burlington, MA 01803 ( map it!

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Employee Type:

Full-Time

Industry:

Insurance

Manages Others:

Yes

Job Type:

Management
Insurance
Customer Service

Experience:

Not Specified

Travel:

None

Division:

Marsh Global Consumer

Post Date:

11/6/2009

Contact Information

Ref ID:

BUR0004L

Description Marsh Global Consumer designs, sells, implements and administers insurance-related risk management and financial service programs that generate revenue, promote loyalty, reduce costs, and increase efficiency for sponsoring clients. Supervises the day-to-day operations and oversees the department staff. Monitors calls to ensure department goals and objectives are achieved.

Monitors workflow and department processes to ensure production and quality goals are met.
Provides assistance to the team by answering daily questions, providing ongoing developmental training to team members, encouraging self-directed research, and encouraging a positive team atmosphere.
Handles and resolves escalated client inquiries.
Communicates updated information to staff in order to provide excellent customer service.
Consults with management to improve effectiveness and efficiency of workflow and communicates trends and escalated issues as appropriate.
Interviews and selects candidates, conducts performance management, and fosters employee development.
Monitors staff functions, mentors, and provides feedback to employees.
Analyzes reports to ensure objectives are met and determine ways to enhance departmental productivity.
Recommends training programs to ensure the continuous education and development of personnel.
May collaborate with carriers on product enhancements, pricing, and software improvements.
May oversee new application preparation, clerical flow, and renewal processes.
Other duties as assigned.

Requirements

High school diploma required and college degree preferred.
2 years supervisory experience in customer service or the insurance industry preferred.
Personal Lines Property & Casualty insurance knowledge preferred.
Excellent written and verbal communication skills to effectively interact with internal and external customers.
Excellent organizational and time-management skills to handle multiple tasks.
Detail oriented to ensure accuracy.
Excellent problem solving skills to resolve customer service and departmental issues.
Demonstrated leadership skills with the ability to provide team with a clear sense of direction.
Ability to motivate and coach staff in a team environment.
Basic knowledge of call management software preferred.
Excellent computer skills and the ability to navigate through multiple systems without assistance.
Proficient in Microsoft Office.

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