Farmers Insurance Group
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Wilmington,
DE
•Directs team to assure performance standards and operating objectives are achieved (Quality, Calls Per Hour, Adherence and Conformance).
•Manages team development through continuous coaching, training and motivation.
•Executes quality program, identifies quality trends and recommends process improvements and training needs to improve quality.
•Manages and controls team performance to achieve performance standards and goals.
•Create, implement and analyze effectiveness of staff recognition programs.
•Researches and resolves escalated customer inquiries and interacts directly with customer as necessary.
•Determines mid-term policy reinstatements through underwriting risk evaluation.
Position Requirements
Supervises a team of Customer Care Representatives in a Call Center to ensure prompt and accurate delivery of customer service and quality.
Preferred Skills and Abilities
Preferred Skills and Abilities
Physical Actions
n/a
Physical Environment
Call Center
Education Requirements
Bachelor’s degree or equivalent combination of education and experience
Experience Requirements
Two (2) or more years of progressively more responsible positions in Customer Care and two (2) or more years experience in a Team Leader role.
Special Skills Requirements
Work Hours: Tuesday through Saturday 12noon to 9pm, applicable shift differential.
•Working knowledge of Sales/Service methods and procedures and general business operations of 21st Century Insurance sufficient to integrate the activities of the department with other functions.
•Working knowledge of P&C personal lines products.
•Demonstrated project management skills.
•Demonstrated verbal, written and interpersonal communication skills, leadership and motivational skills in a team environment, performance management, time management and conflict resolution.
•P&C license required.
•Working knowledge of Word, Excel, IEX and DRC.
Wilmington, DE
Wilmington, Delaware
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