Supervisor, Service Center Ops

SUMMARY:   

This position is responsible for leading the day-to-day work and performance of the Service Center team to ensure that the goals and standards of the AF Group are being met. This position is accountable for and committed to promoting exceptional customer service and enhancing the customer experience. Facilitate the development of cross-functional work teams within the department. Participate in ongoing development of new processes and technologies. 

RESPONSIBILITIES/TASKS: 

• Supervises a team of representatives that answers customer inquiries, data entries into computer systems, and processes policies for the company.

• Oversee daily workflows to ensure established Service Level Agreements (SLAs) are met.

• Serve as coach to the teams, removing operational blocks as needed.

• Ensure that team meetings are routinely scheduled to discuss performance results, operational issues, and provide all team members the opportunity to explore alternative approaches to meet and/or exceed the current performance levels.

• Provide opportunities for and encourage professional growth of individual team members.

• Effectively develop, prioritize and implement project plans as assigned by management.

• Represent team(s) and Service Center in various meetings and committees.

• Manage company assets as dictated by upper management and company policy.

• Prepare reports as necessary.

• Serve as team motivator, facilitator and also as a functioning team member to retain technical knowledge.

• Gain knowledge of other functional areas within AF Group to better assess the impacts of the operational functions.

• Maintain confidentiality of information processed, as appropriate.

• Other duties as assigned.

• Responsibility for balancing workload to optimize the effectiveness of the department.

DIRECTION EXERCISED:

Directly supervises non-exempt, bargaining unit staff in accordance with company policies, the Labor agreement and applicable Federal and State Laws.  Responsibilities include but are not limited to: ensuring proper staffing, planning, assigning and directing work; appraising performance; mentoring staff; addressing complaints and resolving problems.

This position description identifies the responsibilities and tasks typically associated with the performance of the position.  Other relevant essential functions may be required.

EMPLOYMENT QUALIFICATIONS:

EDUCATION OR EQUIVALENT EXPERIENCE:

Associate’s degree in business or related field.  Combinations of relevant education and experience may be considered in lieu of a degree.  Progress towards or completion of a bachelor degree in insurance, business or related field highly preferred.

EXPERIENCE:

With proper education credentials, three years relevant operational service and/or customer service experience which provides the necessary skills, knowledge, and abilities.  One year experience in a leadership capacity, leading projects or teams, or supervision. Strong working knowledge of Service Center structure required.

SKILLS/KNOWLEDGE/ABILITIES (SKA) REQUIRED: 

• Ability to establish, develop and maintain interpersonal relationships with customers and co-workers.

• Must demonstrate leadership ability and team building skills to effectively supervise staff and interact with all levels of management.

• Ability to work with and empower others on a collaborative basis to ensure success of team(s).

• Ability to effectively exchange information, in verbal or written form, by sharing ideas, reporting facts and other information, responding to questions and employing active listening techniques.
• Ability to establish workflows, manages multiple projects, and meets necessary deadlines.
• Must have excellent listening and organizational skills.
• Ability to prepare reports and business correspondence.
• Ability to comprehend the consequences of various problem situations and address them, or refer them for appropriate decision-making.
• Ability and proficiency in the use of computers and company standard software.
• Ability to maintain confidentiali