Team Manager

4 weeks ago

Quincy, United States Arbella Insurance Group Full time
Do you enjoy a fast paced environment and making a difference in people's lives?

Have you heard Arbella is one of the best places to work and want to hear more? Look no further

About us:

At Arbella, we're focused on people. We work hard to attract and retain the best. That means providing a great work environment, encouraging work/life balance, offering flexible work arrangements, and competitive salaries and benefits packages.

Arbella is committed to building a workplace that's diverse, inclusive, and equitable for everyone. We've created a culture that supports a diverse workplace where all are valued for their talents and are empowered to reach their full potential.

It's no wonder our employees have voted Arbella one of the Boston Business Journal's "Best Places to Work" every year since 2009
We're looking for a leader who can contribute to the overall success of Arbella's vision of being the best property and casualty company in the Northeast region. An Arbella Team Manager is a thought leader who truly enjoys coaching, developing, and leading front line individual contributors. The Team Manager is passionate about delivering exceptional service in a changing environment that is focused on quality, innovation, and efficiency. We offer an exceptional onboarding program with training, a mentor, and outstanding career growth opportunities.

The Customer Service Team Manager typically leads a team of 10 to 12 individuals and works closely with all areas of Operations as well as other key stakeholders such as Underwriting, Product, Finance and IT, etc. to execute on overall business objectives ensuring an exceptional customer service experience consistent with Arbella and our agencies' brand.

Key Responsibilities
  • Recruit, select, train, coach, and develop employees to create talented teams to support sufficient staffing of highly engaged employees.
  • Foster a spirit of teamwork and unity among department members that allows for creative ideas, expeditious conflict resolution, and the appreciation of diversity as well as cohesiveness, supportiveness, and working effectively together to enable each employee and the department to succeed.
  • Coach and develop employees to meet or exceed Arbella's expectations to deliver a great customer experience, productivity, quality, and key performance indicators.
  • Influence and motivate others to translate vision into action.
  • Identify and analyze relevant business trends and work with the Operations leadership team to problem-solve, action plan, and to determine system, process and procedural improvements.
  • Make business decisions that are financially responsible, accountable, justifiable, and defensible in accordance with organization policies and procedures.
  • Manage the preparation and maintenance of reports necessary to carry out the functions of the department.
  • Maintain employee work schedules, training, vacations, and paid time off, cover for absenteeism and overtime scheduling.
  • Provide effective performance feedback through employee recognition, rewards, disciplinary action, with the assistance of Human Resources when necessary.
  • Appropriately communicate organization information through department meetings, one-on-one meetings, and appropriate email, IM, and regular interpersonal interactions.
  • Build independence and empower team members to improve workflow.
  • Actively lead or contribute to initiatives and/or projects.

Requirements:
  • Advanced customer service skills with clear and effective communication.
  • Able to build solid relationship skills and coach/motivate others.
  • Strong problem solving and sound decision making skills.
  • Contact Center work experience preferred.

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