Unit Manager - Call Center

Unit Manager/Call Center

Multiple Shifts Available: 

6:30am-3:30pm

8am-5pm

10:30am - 7:30pm





Our client is looking for a results oriented managers to join their team.

 

The Unit Managers over see various departments; such as managing the distribution of claim funds; Qualtiy Assurance, and Customer Service. The units with insurance companies, homeowners, contractors, property inspection companies and the mortgage companies to make sure claim funds are used to repair or rebuild the damaged property, they serve as an intermediary to resolve issues, and they provide guidance throughout an often long, complex process.

 

OVERVIEW/GENERAL DESCRIPTIONPlans, organizes, leads, controls and coordinates the day-to-day activities of associates involved in providing services in the area of hazard outsourcing.

 

ESSENTIAL FUNCTIONS1. Communicates approved policies and procedures to work group and ensures compliance. Recommends change to policies and procedures as necessary and may participate in the development and implementation of such changes. Effectively communicates with the Operations Managers so that they are informed of all necessary information regarding the associates, homeowners, and clients.2. Hires, develops, evaluates, and (when necessary) disciplines and terminates personnel or makes authoritatively recommendations in such matters.

3. Demonstrates the ability to coordinate the workflow of a multi-client/multi function environment. Ensures work is distributed appropriately and that all client standards are met on a daily, weekly, and monthly basis.

4. Researches and responds to executive level customer complaints. Obtains assistance from the client in obtaining information and documentation to resolve exceptions and problems.

5. Works with other members of management and/or other key associates to develop and implement process improvements that when adopted realize significant productivity gains or quality enhancements to the outsourcing process.6. Monitors work group's performance through call observations. Providing coaching and direction to the associates while creating an environment, which encourages customer sensitivity, teamwork, commitment, increased productivity and superior quality.7. Maintains records related to work group performance, attendance, expenditures, etc.

8. Responsible for participating in regularly scheduled conference calls with clients designed to obtain feedback on the performance of the Center, and to provide an opportunity to implement any necessary procedure changes.

Job Requirements:
Minimum of two years supervisory experience, and proven ability to successfully lead a team of non-exempt associates Level of knowledge ordinarily acquired through completion of an Associate’s Degree, or equivalent work experience Proven ability to successfully lead a team of non-exempt associates Excellent verbal and written communication skills and strong analytical skills Banking or mortgage experience a plus Prefer Six Sigma Green Belt for QA Excellent computer skills 

Drug testing & Background checks are required - Fingerprinting may be required



Keywords:  "Call Center, Insurance, Operations, Mortgage, Hazard, Processing, Banking, Manager, Supervisor, Operations, process improvement, disbursements, Quality Assurance"

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