Assistant Manager Client Relationship Center Service

Overview

Directly supervises and directs associates, maintaining effective staffing levels through appropriate selection, training, coaching and development activities. Proactively develops and implements strategies to increase productivity, and provides a high level of technical and product support. Focuses on increasing level of service and lead generation. Provides support to upper management on some strategic initiatives and projects impacting the team. Works with minimal supervision and is responsible for making an established range of decisions, escalating to manager when necessary and updating manager on a regular basis.

Responsibilities

What you will do:

• Drives productivity of team through direct feedback and coaching on proven skills and methodologies. Addresses areas of skill/competence, customer experience and technical knowledge (product and process) with each team member.
• Plans, organizes and directs work within the team by monitoring and analyzing statistical reports on department performance.
• Evaluates productivity and quality of performance in relation to SLAs, managing work activities, collaborating with workforce management team to balance department resources. Ensures goals and expectations are met or exceeded.
• Accurately anticipates resource adjustments required to support changes in workload. Plans ahead to accommodate such changes with minimal impact to service levels or company goals and objectives.
• Evaluates team members' potential and productivity, and supports associates in developing skills and competencies. Identifies and addresses performance issues and monitors ongoing performance to ensure consistent performance is achieved.
• Monitors quality to assess customer experience and provides timely feedback to ensure minimum interruption in customer experience. Mitigates company risk by ensuring correct policies, procedures and compliance standards are consistently met and immediately addressed.
• Educates consultants in conservation techniques to minimize policy surrenders and cancellations and provides timely coaching to mitigate risk to the company.
• Implements the Company's performance management model, effectively communicating department goals and initiatives and providing regular feedback and coaching concerning job performance. Adequately documents coaching and collaborates closely with Human Resources management.
• Develops Team Leads with a focus on business maturity, interpersonal communication skills and coaching for future management opportunities.
• Manages employee attrition through effective coaching, cross-training and development.
• Supervises the resolution process involving policyholder requests for service and escalated issues.
• Fosters a culture in the department that promotes open communication, integrity, professionalism, teamwork and a sense of urgency. Uses both written and oral communication (including team and department meetings) to keep associates informed of company initiatives and projects, internal procedures, goals, priorities and department philosophy.
• Oversees the education/training for new products, and company policies, procedures and workflows. Conducts successful onboarding and ongoing cross-training of new associates and coordination of new hire training with CRC trainer.
• Stays current on new insurance products and company procedures.
• Leads continual change within Western & Southern Life to realize process, production and cost improvements that directly impact customer experience. Drives timely implementation and results for any assigned projects practicing lean methodology tools.
• Drives employee engagement through ongoing development activities and active participation in promoting the Customer First Platform.
• Employs sound judgment when making decisions involving potential financial loss.
• Participates in developing department goals with direct managers.
• Performs other duties as assigned.
• Complies with all policies and standards.

Qualifications

• College degree or equivalent work experience - Required
• Proven experience leading and mentoring individuals. Must cite examples of providing direction, coaching and giving effective feedback to team members. - Required
• Proven work experience directing others to increase efficiency. - Required
• Demonstrated experience leading and motivating teams in situations associated with high volumes of work and/or customer demands. Must possess strong coaching and effective feedback skills. - Required
• Demonstrated experience working effectively within a team. - Required
• Proven experience handling and effectively resolving customer problems. Must provide examples of strong customer service skills. - Required
• Demonstrated exp