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Team Leader

4 months ago

Jacksonville, United States US ASSURE, INC. Full time
Job DescriptionJob Description

Job Summary

The Builders Risk and Insurance Operations Team Leader is primarily responsible for overseeing the day-to-day business activities and results of our Operations team. Working in a high volume, multi-tasked, goal oriented, team atmosphere, this individual is responsible for fostering an environment of collaboration and driving KPI’s by providing the tools and leadership the team needs to build relationships and meet customer expectations. This includes establishing and tracking progress towards objectives, production and quality monitoring in addition to providing performance and quality feedback for employee development, coaching, training and problem solving. This position requires a positive and motivated leader with a proven ability to meet deadlines, produce accurate and timely performance reports, identify opportunities for improvement, provide recommendations for viable solutions and refine/implement processes.

Duties and Responsibilities

  • Uphold a positive team environment that inspires, motivates and encourages employees, recognizes achievements and develops staff.
  • Oversee the day-to-day production of the team, including providing daily direction and supervision to ensure quality and performance standards are met, managing call volume levels and assignments to team members, evaluating calls, and executing planned activities to achieve defined goals and results.
  • Assess team resources, forecast work load and capacity, and update staffing models to ensure consistent achievement of department goals.
  • Ensure all processing and inquiries are handled efficiently within established time frames.
  • Conducts performance and quality monitoring, and provides feedback and coaching on a regular basis to team members. Keeps management informed of progress towards these goals.
  • Maintains availability as key departmental resource for company guidelines, department procedures, specified workflows and assigned projects.
  • Consult with manager regarding progress toward goals, production levels, quality levels, staffing needs and procedural changes.
  • Assists with setting performance and quality expectations.
  • Responsible for writing performance reviews and addressing disciplinary and/or performance issues according to US Assure policy.
  • Assists manager in interviewing candidates for employment and assessing organizational fit.
  • Identifies team member development and training needs through regular interactions and observation.
  • Manages employee schedules to meet service level agreements.
  • Performs training and classroom instructions as appropriate and supports employee coaching and development needs.
  • Handles payroll administration for direct reports, including the review of entries, recording of paid time off (PTO), overtime and employee leave.
  • Navigates multiple company systems and resources.
  • Supports an inclusive team environment.
  • Work in partnership with stakeholders to uphold US Assure’s corporate vision, mission and values.

Education Requirements

Min/Preferred

Education Level

Description

Preferred

4 Year / Bachelors Degree

Years of Experience

Minimum Years of Experience

Maximum Years of Experience

Comments

3

Overseeing a team of 10 or more.

Additional Experience, Knowledge, Skills, and Abilities

  • Preparing and analyzing performance metric reports.
  • Organizing and implementing goal-oriented initiatives.
  • Insurance industry experience including underwriting, service, billing and/or insurance designations a plus.
  • Ability to lead, motivate and direct the activities of other employees in order to achieve objectives and team goals.
  • An authentic positive demeanor, with strong coaching skills focused on quality and technique.
  • A desire to learn, share knowledge and keep your team up-to-date on product offerings and relationship development best practices.
  • Exceptional communication and relationship building skills.
  • Experience using productivity and quality management systems.
  • Solid analytical and decision-making skills; aptitude to analyze data and make recommendations based on findings.
  • Demonstrated ability to interact with all levels of an organization.
  • Professional knowledge of customer service techniques and strategies.
  • Maintains appropriate working knowledge of company systems and processes, accepted business software, Internet and phone systems.
  • Professional working knowledge of Microsoft Office software with emphasis on Outlook, Teams, Word, Excel, and PowerPoint.
  • Professional knowledge of the property and casualty insurance industry, preferred.

Physical Demands

Demand

Frequency

Remaining in a stationary position, often standing or sitting for prolonged periods

Frequent

Moving about to accomplish tasks or moving from one workstation to another

Frequent

Light work that includes moving objects up to 20 pounds

Occasional