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Full-time Service Center Manager

at Vicky Johnson in Virginia

Position Summary:
Direct & supervise all processing & service center activities to ensure a high level of efficiency, accuracy & compliance.

Duties and Responsibilities:
• Establish Service Center schedule and contingency plans for scheduling.
• Compile performance data from audit scores for on-going operator evaluations.
• Implement staffing and workflow measures to meet service center quality standards.
• Resolve all issues outside of Operators’ authority.
• Conduct audits of Operators’ recorded calls.
• Authorize or reject exception requests.
• Respond to processing and billing related complaints.
• Serve as liaison to internal departments on issues concerning processing system maintenance, enhancements and new developments.
• Assist Director in developing and controlling budget.
• Manage personnel: Counsel, performance appraisals, establish career goals and encourage employee job development, control vacation schedules, interview, work closely with HR on disciplinary and/or termination procedures.

ADDITIONAL DUTIES

• Coordinate training of Operators.
• All other duties as assigned by the Policy Services Director.

Education and Minimum Qualifications:
• Bachelor’s degree or equivalent work experience
• Minimum 4 years Insurance industry experience
• Previous supervisory experience

Preferred Qualifications:
• Insurance designations
• P&C license
• Prior VAFB insurance experience


Competencies:
• Proven problem solving and decision making ability
• Strong customer service skills including telephone service skills
• Must obtain P&C license within 3 months of hire/promotion
• Excellent interpersonal skills
• Excellent organizational skills
• Proven leadership ability


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Published on Sep 10, 2012
Viewed: 908 times