Manager, Call Center Operations

Title 

Manager, Hazard Operations I
 

Overview of Position 

Assurant is seeking a Manager, Call Center Operations , with the opportunity to work remote from Home!

The Manager, Call Center Operations position in Insurance Tracking Customer Care organizes, leads, and coordinates the delivery of exceptional customer care in insurance tracking.  This position is responsible for leading a team of Unit Managers to achieve client SLA targets to meet contractual obligations.  The Operations Manager will be asked to lead multiple clients in a virtualized setting and provide leadership and guidance to managers and their teams of Customer Care Specialists.  The Insurance Tracking Customer Care department is responsible for providing exceptional customer service while maintaining customer loan accounts and communicating procedures to customers.

Position hours are 9am - 6pm EST Monday - Friday.

What will be my duties and responsibilities in this job? 

• Maintain management of daily compliance and adherence to SLA for all clients.
• Works closely with senior management in developing short and long-term goals that are strategically aligned with the organization’s focus and vision.
• Develops, secures approval of, and administers, an operating budget for area(s) of responsibility.
• Ensures all area(s) of responsibility’s projections and actual expenses meet budgeted objectives.
• Formulates policy for area(s) of responsibility and secures appropriate approvals.
• Develops and administers procedures necessary to implement approved policy.
• Manages and provides leadership to supervisory staff to ensure the delivery of efficient and effective levels of service.
• Actively participates in the hiring process for new team members. 
• Assesses the short and long-term human resource needs of the organization, while collaborating with Human Resources to attract and retain talented team members.
• Makes authoritative recommendations in such matters of discipline and terminations within area(s) of responsibility.
• Partners with Trainers to develop function-specific orientation and training programs for area personnel.
• Establishes standards for effective job performance and evaluates area(s) of responsibility according to such standards.
• Delegates these responsibilities to supervisory personnel as appropriate.
• Responsible for the development and maintenance of an effective organization for area(s) of responsibility, including a) efficient work flow patterns; b) established performance standards; c) effective delineation of duties and responsibilities; d) suitable staffing levels; e) appropriate supervision; and f) systems for timely communication of pertinent information.
• Responsible for the development, implementation, documentation, and monitoring of direct report and/or indirect associate performance including attendance, quality, workflow management, production and regulatory compliance.
• Fosters the development and learning of managers and communicates clearly defined and concise expectations, giving appropriate feedback, coaching, and developmental opportunities.
• Creates and nurtures an ongoing relationship with the client liaison to ensure their needs are met and contractual obligations are being fulfilled.
• Ensures area(s) of responsibility have the necessary workspace, equipment, and supplies to effectively perform their job functions.
• Participates on committees and in programs for safety, fire prevention, disaster recovery, etc.
• Ensures the development of specific plans for inclusion in these programs.
• Develops and cultivates a strong working relationship with other functional areas within the Center and understands their goals and objectives while balancing the priorities of all parties involved in order to meet the business objectives.
• Receives and investigates all complaints concerning area(s) of responsibility and its personnel; determines veracity of such and (as necessary) takes corrective or disciplinary action and/or prepares reply.
• Facilitates and participates in regularly scheduled meetings and conference calls with the client.  These calls are designed to obtain comments on the performance of the Center and to provide an opportunity to implement any necessary procedure changes.
• Remains abreast of developments in the field of hazard insurance, and regulatory requirements by pursuing a program of self-development, participating in professional organizations, interacting with peers, reviewing pertinent literature, etc. 
• Incorporates advancements when practical and cost effective.
• Directs the preparation of records as well as recurring and special reports and analyses fo