Contact Center Supervisor

7 days ago

Worcester County, United States Xceedance Full time

Xceedance is a global provider of consulting and managed services, technology, and data sciences to insurance organizations. With offices in the United States, United Kingdom, Poland, and India, Xceedance helps insurers launch new products, drive operations, implement technology, and deliver advanced analytics capabilities and process optimization. The experienced insurance professionals at Xceedance enable re/insurers, brokers, and program administrators worldwide to enhance policyholder service, enter new markets, boost workflow productivity, and improve profitability. For more information, visit www.xceedance.com.




Job Description Summary:

Assists Supervisor with all designated tasks of running contact center team for a homeowner insurance carrier maintaining the agents' performance and adherence. Monitoring the queue and service level to maintain coverage and taking calls.


Key Responsibilities:

As a part of a call center team the member is expected to assist their assigned Supervisor in maintaining coverage of the queue, taking calls at least 20% of the time on a weekly basis, during peak times, low service level and special events. Answering questions via team’s chats, performing QA on agents, providing detailed feedback, coaching and developing team. Hosting or assisting in team meetings to review team performance as a whole, areas that need improvement and providing important updates. Assisting in various administrative duties including but not limited to tracking and recording attendance, adherence, IT issues, response times. The team lead works hand in hand each day to ensure their team is performing to the best of their abilities, identifying where retraining may be needed and ensuring success as a whole.



QUALIFICATIONS:

• Min. 5 years of experience with 2 years in team lead/SME role

• Previous background in personal lines insurance of at least 2 years

• Previous Team Lead experience in an inbound call center with high call volume

• Effective communication skills

• Strong ethics • Relationship building


Core Skills:

• Team management

• Transfer and effectively communicate knowledge of business rules

• Solid understanding of QA process, procedure, and guidelines

• Professional demeanor and effective communication skills

• Basic knowledge of office suite

• Ability to multitask and work in a fast-paced environment

• Motivated and willing to learn new tasks

• Problem solving skills Additional Skills:

• Positive attitude

• Team player

• Forward thinker


Benefits:


At Xceedance people come first. Our training and development programs are focused on people growth and will help you develop and explore newer skills to bring out the best in you. We have many internal career opportunities – Over the course of your career with us, your goals may shift and your interests may change. We keep the team informed about new positions and programs that will enable you to explore different opportunities that could help advance your career. We build engaged and motivated teams – Challenge and diversity are a part of our dynamic and interactive environment, which makes each day new and exciting. We strive to introduce new experiences into our work life through our fun at work initiatives, and social activities inside and outside our organization.

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