The HR Coordinator is responsible for answering phones, assigning work, triaging client matters, conducting research into HR questions, and collaborating with the rest of the HR services team. A successful HR Coordinator has a keen sense for prioritization, customer service and feels comfortable navigating complex workflows. The person in the role acts as the first point of contact for clients and supports the team by developing initial responses to HR questions. The individual who fills this role must be comfortable working in a fast-paced and high phone volume environment with frequent interruptions. The HR Coordinator should be flexible, quickly switching from one topic to another, and one communication medium to another (e.g. phone, email). This role has a variety of different growth opportunities within our organization.
Essential Duties and Responsibilities
Answer, triage and transfer client calls with high level of customer service
Manage incoming written client correspondence and phone calls for 90+% of the workday
Assign client requests based on expertise and availability
Create, update and process tickets with accuracy on Mammoth’s platforms
Collaborate and work well with others with interruptions in an occasionally loud environment
Manage email and phone communication for appointment reminders, follow-ups, and other communication
Research HR and related topics for HR services team to use when responding to client questions
Support HR Consultants and Specialists by preparing custom documents for clients, such as job descriptions, and employee handbook policies
Apply knowledge of client inquiries to develop and suggest content, site navigation and tech improvements
Schedule meetings, calls, training sessions in multiple platforms
Responsible for thorough and timely documentation and related requests through our systems
Assist with process development, documentation, and overall workflow improvements
Provide administrative support to team members on an as needed basis
Other tasks depending on the volume, needs and capacity of the HR Services team
Qualifications
HR experience or Spanish fluency are preferred qualifications
One or more year of experience working in a Human Resources, customer service or research role
Stellar customer service skills with a professional sense of compassion for difficult situations
Strong attention to detail
Intermediate or greater Microsoft Office suite skills
Excellent interpersonal, communication, and presentation skills
Ability to build strong relationships and work well with peers, managers, and clients
High level of discretion and ability to follow policies on confidentiality
Ability to communicate with a wide variety or audiences
Ability to meet conflicting deadlines, manage multiple priorities with minimal supervision
Ability to work in a loud and environment and manage distractions
Strong reading comprehension, internet navigation and research skills
Strong customer service skills; ability to listen to and understand complex HR issues
Ability to organize and efficiently manage multiple priorities with a sense of urgency
Ability to manage heavy telephone, email, and other message format volume
Physical Demands of Work Environment
The work environment is often noisy with frequent interruptions. While performing the duties of this job, the employee is constantly required to effectively communicate via telephone, video call, and email. The employee is frequently required to remain in a stationary position and occasionally required to move from one location to another, inside or outside of the office. The employee is required to constantly use computer and office productivity equipment such as a desktop computer, laptop, tablet, printer, and calculator, as well as computer software such as the Microsoft Office Suite. The employee must frequently move up to 10 pounds and occasionally move up to 25 pounds. The office has an open floor plan and the noise level in the work environment is usually moderate to loud.
Mammoth is an Equal Opportunity Employer and complies with ADA regulations.
Full Time
The HR Coordinator is responsible for answering phones, assigning work, triaging client matters, conducting research into HR questions, and collaborating with the rest of the HR services team. A successful HR Coordinator has a keen sense for prioritization, customer service and feels comfortable navigating complex workflows. The person in the role acts as the first point of contact for clients and supports the team by developing initial responses to HR questions. The individual who fills this role must be comfortable working in a fast-paced and high phone volume environment with frequent interruptions. The HR Coordinator should be flexible, quickly switching from one topic to another, and one communication medium to another (e.g. phone, email). This role has a variety of different growth opportunities within our organization.
Essential Duties and Responsibilities
Answer, triage and transfer client calls with high level of customer service
Manage incoming written client correspondence and phone calls for 90+% of the workday
Assign client requests based on expertise and availability
Create, update and process tickets with accuracy on Mammoth’s platforms
Collaborate and work well with others with interruptions in an occasionally loud environment
Manage email and phone communication for appointment reminders, follow-ups, and other communication
Research HR and related topics for HR services team to use when responding to client questions
Support HR Consultants and Specialists by preparing custom documents for clients, such as job descriptions, and employee handbook policies
Apply knowledge of client inquiries to develop and suggest content, site navigation and tech improvements
Schedule meetings, calls, training sessions in multiple platforms
Responsible for thorough and timely documentation and related requests through our systems
Assist with process development, documentation, and overall workflow improvements
Provide administrative support to team members on an as needed basis
Other tasks depending on the volume, needs and capacity of the HR Services team
Qualifications
HR experience or Spanish fluency are preferred qualifications
One or more year of experience working in a Human Resources, customer service or research role
Stellar customer service skills with a professional sense of compassion for difficult situations
Strong attention to detail
Intermediate or greater Microsoft Office suite skills
Excellent interpersonal, communication, and presentation skills
Ability to build strong relationships and work well with peers, managers, and clients
High level of discretion and ability to follow policies on confidentiality
Ability to communicate with a wide variety or audiences
Ability to meet conflicting deadlines, manage multiple priorities with minimal supervision
Ability to work in a loud and environment and manage distractions
Strong reading comprehension, internet navigation and research skills
Strong customer service skills; ability to listen to and understand complex HR issues
Ability to organize and efficiently manage multiple priorities with a sense of urgency
Ability to manage heavy telephone, email, and other message format volume
Physical Demands of Work Environment
The work environment is often noisy with frequent interruptions. While performing the duties of this job, the employee is constantly required to effectively communicate via telephone, video call, and email. The employee is frequently required to remain in a stationary position and occasionally required to move from one location to another, inside or outside of the office. The employee is required to constantly use computer and office productivity equipment such as a desktop computer, laptop, tablet, printer, and calculator, as well as computer software such as the Microsoft Office Suite. The employee must frequently move up to 10 pounds and occasionally move up to 25 pounds. The office has an open floor plan and the noise level in the work environment is usually moderate to loud.
Mammoth is an Equal Opportunity Employer and complies with ADA regulations.
San Diego Association of Governments - SANDAG
Otay Mesa, San Diego, CA, USA
SANDAG operates the South Bay Expressway, a 10-mile toll road located in the southern part of San Diego County, and the I-15 Express Lanes, a 20-mile stretch of express lanes along the I-15 corridor. On average, 60,200 trips are made over the toll road and express lanes each day. Drivers pay a fee for doing so, either through a pre-paid FasTrak transponder, cash, credit card, or online using the Pay-by-Plate program.
The Customer Service Representatives (CSR) provide telephone, in-person, and email support to users of the South Bay Expressway and the I-15 Express Lanes in a fast-paced environment; the Call Center receives an average of 17,500 calls per month. CSRs offer general information about the toll road, the express lanes, options for paying tolls, and assist with establishing and maintaining FasTrak accounts. They also identify vehicles who do not pay their toll at the time the roadways were used and contact drivers to provide options for the payment of outstanding tolls and fees.
The Regional Tolling Customer Service Center (CSC) is located in Otay Mesa, at the south end of the 125 toll road; this is the work location for the CSR team. The CSC is open between 7 a.m. and 6 p.m. on Monday through Friday. Evening and weekend work may occasionally be required.
Job Responsibilities
Provide prompt, courteous, and helpful assistance to customers that results in a lasting positive impression of SANDAG, the toll road, and the express lanes.
Educate and inform customers about promotional offers; actively market FasTrak transponder accounts and distribute information to interested customers.
Respond to a broad range of inquiries from customers related to payment of tolls, pre-paid FasTrak accounts, and general questions about the toll road and the express lanes; most customer interaction is by telephone, as well as in person, via email or mail.
Contact and provide information to customers about toll amounts due; educate customers about payment options; prepare collection notices for overdue account balances; diffuse difficult customer situations and facilitate account resolution.
Review trips made by non-FasTrak account holders to determine monthly toll charges; prepare billing statements; process customer transactions including payments made by credit card, personal check, or cash.
Maintain accurate account information and records of customer communications using a Customer Relationship Management (CRM) software; maintain the confidentially and integrity of customer data.
Assemble welcome kit and account materials; refurbish and test transponders.
Experience and Qualifications
Candidates should possess a high school diploma, or equivalent, and two years of recent experience in a customer service environment. Key qualifications for these positions include:
Experience working in a high-volume, professional call center environment, answering inbound and conducting outbound customer service calls.
Demonstrated knowledge of effective customer service techniques; experience diffusing and resolving difficult or hostile customer interactions is desirable.
Experience maintaining customer account records in an electronic database; experience researching account information and providing accurate responses to customer questions; ability to explain information clearly and concisely.
Experience processing account payments, including credit card and cash transactions; ability to perform mathematical calculations.
Experience performing data entry tasks with a high degree of speed and accuracy.
Knowledge of telephone etiquette; excellent verbal and written communication skills including appropriate use of the English language; ability to write emails and draft routine correspondence; Spanish language skills are desirable.
Demonstrated computer software proficiency using the Microsoft Office Suite, and conducting Internet research; experience with call center/CRM software applications is desirable.
Candidates must pass a pre-employment criminal background check; periodic background checks will be a condition of ongoing employment. The selected candidates also can anticipate a driving record check upon hire, and approximately annually thereafter.
Salary and Benefits
The Customer Service Representative positions have a pay rate of $13.88 to $22.21 per hour; the starting pay rate will depend on the qualifications and experience of the candidates. SANDAG offers health, dental, and vision insurance as well as employee assistance, wellness, and work/life balance programs. Employees are provided with paid time off in addition to paid holidays. Contributions to financial security are provided through a pension plan.
How to Apply
Submit a completed Employment Application, and the required Application Supplement (writing sample). The Employment Application can be downloaded in PDF format from the SANDAG website. Alternatively, a copy can be requested by calling (619) 699-1900 or emailing hr@sandag.org . See our Careers / How to Apply webpage for additional information.
Application Supplement
In addition to the Employment Application, candidates are asked to prepare a sample email message in response to the scenario below. The sample email can be up to 250 words in length and should be submitted with the Employment Application.
Scenario
Prepare an email message in response to the following:
A customer emailed you after receiving a Notice of Toll Evasion stating they owed South Bay Expressway a $2.50 toll and a $40.00 non-payment fine. The toll and fine amounts are posted on the road. The customer claims they were lost/confused when using the toll road, and according to our records, this was the first time the customer’s vehicle had been on the road. South Bay Expressway policies allow for a fine to be reduced to $10.00 for first time users of the road. This is a one-time only courtesy.
Further Information
SANDAG will accommodate persons who require assistance in order to apply for a position at SANDAG. Applicants requiring an accommodation due to a disability during any stage of the recruitment, including requesting this document and related materials in an alternative format, should make their needs known by contacting Human Resources at (619) 699-1900, (619) 699-1904 (TTY), fax (619) 699-6905, or hr@sandag.org .
In compliance with the Immigration Reform and Control Act of 1986, applicants hired by SANDAG must show acceptable proof of identity and evidence of authorization to work in the United States.
SANDAG is an Equal Opportunity Employer
Full Time
SANDAG operates the South Bay Expressway, a 10-mile toll road located in the southern part of San Diego County, and the I-15 Express Lanes, a 20-mile stretch of express lanes along the I-15 corridor. On average, 60,200 trips are made over the toll road and express lanes each day. Drivers pay a fee for doing so, either through a pre-paid FasTrak transponder, cash, credit card, or online using the Pay-by-Plate program.
The Customer Service Representatives (CSR) provide telephone, in-person, and email support to users of the South Bay Expressway and the I-15 Express Lanes in a fast-paced environment; the Call Center receives an average of 17,500 calls per month. CSRs offer general information about the toll road, the express lanes, options for paying tolls, and assist with establishing and maintaining FasTrak accounts. They also identify vehicles who do not pay their toll at the time the roadways were used and contact drivers to provide options for the payment of outstanding tolls and fees.
The Regional Tolling Customer Service Center (CSC) is located in Otay Mesa, at the south end of the 125 toll road; this is the work location for the CSR team. The CSC is open between 7 a.m. and 6 p.m. on Monday through Friday. Evening and weekend work may occasionally be required.
Job Responsibilities
Provide prompt, courteous, and helpful assistance to customers that results in a lasting positive impression of SANDAG, the toll road, and the express lanes.
Educate and inform customers about promotional offers; actively market FasTrak transponder accounts and distribute information to interested customers.
Respond to a broad range of inquiries from customers related to payment of tolls, pre-paid FasTrak accounts, and general questions about the toll road and the express lanes; most customer interaction is by telephone, as well as in person, via email or mail.
Contact and provide information to customers about toll amounts due; educate customers about payment options; prepare collection notices for overdue account balances; diffuse difficult customer situations and facilitate account resolution.
Review trips made by non-FasTrak account holders to determine monthly toll charges; prepare billing statements; process customer transactions including payments made by credit card, personal check, or cash.
Maintain accurate account information and records of customer communications using a Customer Relationship Management (CRM) software; maintain the confidentially and integrity of customer data.
Assemble welcome kit and account materials; refurbish and test transponders.
Experience and Qualifications
Candidates should possess a high school diploma, or equivalent, and two years of recent experience in a customer service environment. Key qualifications for these positions include:
Experience working in a high-volume, professional call center environment, answering inbound and conducting outbound customer service calls.
Demonstrated knowledge of effective customer service techniques; experience diffusing and resolving difficult or hostile customer interactions is desirable.
Experience maintaining customer account records in an electronic database; experience researching account information and providing accurate responses to customer questions; ability to explain information clearly and concisely.
Experience processing account payments, including credit card and cash transactions; ability to perform mathematical calculations.
Experience performing data entry tasks with a high degree of speed and accuracy.
Knowledge of telephone etiquette; excellent verbal and written communication skills including appropriate use of the English language; ability to write emails and draft routine correspondence; Spanish language skills are desirable.
Demonstrated computer software proficiency using the Microsoft Office Suite, and conducting Internet research; experience with call center/CRM software applications is desirable.
Candidates must pass a pre-employment criminal background check; periodic background checks will be a condition of ongoing employment. The selected candidates also can anticipate a driving record check upon hire, and approximately annually thereafter.
Salary and Benefits
The Customer Service Representative positions have a pay rate of $13.88 to $22.21 per hour; the starting pay rate will depend on the qualifications and experience of the candidates. SANDAG offers health, dental, and vision insurance as well as employee assistance, wellness, and work/life balance programs. Employees are provided with paid time off in addition to paid holidays. Contributions to financial security are provided through a pension plan.
How to Apply
Submit a completed Employment Application, and the required Application Supplement (writing sample). The Employment Application can be downloaded in PDF format from the SANDAG website. Alternatively, a copy can be requested by calling (619) 699-1900 or emailing hr@sandag.org . See our Careers / How to Apply webpage for additional information.
Application Supplement
In addition to the Employment Application, candidates are asked to prepare a sample email message in response to the scenario below. The sample email can be up to 250 words in length and should be submitted with the Employment Application.
Scenario
Prepare an email message in response to the following:
A customer emailed you after receiving a Notice of Toll Evasion stating they owed South Bay Expressway a $2.50 toll and a $40.00 non-payment fine. The toll and fine amounts are posted on the road. The customer claims they were lost/confused when using the toll road, and according to our records, this was the first time the customer’s vehicle had been on the road. South Bay Expressway policies allow for a fine to be reduced to $10.00 for first time users of the road. This is a one-time only courtesy.
Further Information
SANDAG will accommodate persons who require assistance in order to apply for a position at SANDAG. Applicants requiring an accommodation due to a disability during any stage of the recruitment, including requesting this document and related materials in an alternative format, should make their needs known by contacting Human Resources at (619) 699-1900, (619) 699-1904 (TTY), fax (619) 699-6905, or hr@sandag.org .
In compliance with the Immigration Reform and Control Act of 1986, applicants hired by SANDAG must show acceptable proof of identity and evidence of authorization to work in the United States.
SANDAG is an Equal Opportunity Employer
***PLEASE NOTE: THIS IS NOT A WORK FROM HOME POSITION. THIS POSITION IS BASED IN THE OMAHA, NE OFFICE. YOU WILL WORK AT THE HYATT GLOBAL CONTACT CENTER LOCATED AT 9805 Q STREET OMAHA, NE 68127.
Are you ready to start your career at Hyatt to become a service professional? Starting wage is $14.00 per hour.
Guest Service Associates will provide Hyatt guests with exceptional customer service throughout the inbound reservation process. Strong verbal and written communication skills, the ability to work independently, and have the aptitude and ability to successfully perform in a sales role, in union with a high degree of customer service orientation. A Guest Service Associate must multi-task (talk, type, search multiple screens) without impact to the guest. Must be computer savvy and have the ability to type and utilize keyboard functions to navigate multiple programs and screens quickly and accurately.
Position is highly customer service focused. Associates are to respond to our guests in a friendly, timely and attentive manner while meeting Hyatt’s standard of care in every interaction.
Must demonstrate competency, proficiency and meet specific sales goals and metrics on an ongoing basis. Examples of metrics include, but are not limited to: sales conversion, upselling, cross-selling, enrolling guests in Hyatt’s loyalty program as well as offering a Hyatt credit card.
Desire to exhibit reliability and dependability to work independently.
Must have the adaptability to change, resilience and open-mindedness and remain receptive to feedback. Will then apply the suggestions for continued achievement of high performance at Hyatt.
Enhance the Hyatt brand by communicating effectively, accurately and clearly in all guest interactions.
Active participation within our learning style. We desire those with self-motivation who are disciplined and require little supervision.
Willingness to provide feedback to management while maintaining a good rapport throughout that communication process.
Must be computer/technology savvy- our future focus will become even more reliant on technology.
Cognitive ability to learn and process new information and choose appropriate action. Reading comprehension skills, situational judgment and advanced interpersonal skills such as: professionalism, respect/empathy, social aptitude, friendly disposition, positive attitude and patience are needed in this position to succeed.
Will deliver and exhibit Hyatt values with every guest at all times.
PAY SCHEDULE:
Begin your new career at Hyatt. Starting wage is $14.00 per hour.
Full Time
***PLEASE NOTE: THIS IS NOT A WORK FROM HOME POSITION. THIS POSITION IS BASED IN THE OMAHA, NE OFFICE. YOU WILL WORK AT THE HYATT GLOBAL CONTACT CENTER LOCATED AT 9805 Q STREET OMAHA, NE 68127.
Are you ready to start your career at Hyatt to become a service professional? Starting wage is $14.00 per hour.
Guest Service Associates will provide Hyatt guests with exceptional customer service throughout the inbound reservation process. Strong verbal and written communication skills, the ability to work independently, and have the aptitude and ability to successfully perform in a sales role, in union with a high degree of customer service orientation. A Guest Service Associate must multi-task (talk, type, search multiple screens) without impact to the guest. Must be computer savvy and have the ability to type and utilize keyboard functions to navigate multiple programs and screens quickly and accurately.
Position is highly customer service focused. Associates are to respond to our guests in a friendly, timely and attentive manner while meeting Hyatt’s standard of care in every interaction.
Must demonstrate competency, proficiency and meet specific sales goals and metrics on an ongoing basis. Examples of metrics include, but are not limited to: sales conversion, upselling, cross-selling, enrolling guests in Hyatt’s loyalty program as well as offering a Hyatt credit card.
Desire to exhibit reliability and dependability to work independently.
Must have the adaptability to change, resilience and open-mindedness and remain receptive to feedback. Will then apply the suggestions for continued achievement of high performance at Hyatt.
Enhance the Hyatt brand by communicating effectively, accurately and clearly in all guest interactions.
Active participation within our learning style. We desire those with self-motivation who are disciplined and require little supervision.
Willingness to provide feedback to management while maintaining a good rapport throughout that communication process.
Must be computer/technology savvy- our future focus will become even more reliant on technology.
Cognitive ability to learn and process new information and choose appropriate action. Reading comprehension skills, situational judgment and advanced interpersonal skills such as: professionalism, respect/empathy, social aptitude, friendly disposition, positive attitude and patience are needed in this position to succeed.
Will deliver and exhibit Hyatt values with every guest at all times.
PAY SCHEDULE:
Begin your new career at Hyatt. Starting wage is $14.00 per hour.
Company Information
Solid reputation, passionate people and endless opportunities. That's Travelers. Our superior financial strength and consistent record of strong operating returns mean security for our customers - and opportunities for our employees. You will find Travelers to be full of energy and a workplace in which you truly can make a difference.
Job Summary
Ability to support a team of Inbound Representatives in addition to working directly to support the National Sales Center team to ensure strong sales performance. The candidate should have the ability to multi-task between two areas and work with a variety of different leaders and employees with different performance goals.
Responsible for staff related decisions, managing a team in a call center environment. Coach, guide and direct staff to provide effective service to agents and customers with their product, procedure, billing and underwriting eligibility related questions. Support leadership team by handling day to day operations as well as the strategic management of the business team to ensure the achievement of the team's customer service and financial objectives. Under general direction, the Business Center Team Manager provides guidance and direction in leading a business center team (center support, phones or account/policy processing) to ensure achievement of team goals and financial objectives. Leads assigned team to reach the overall organization objectives and operational excellence. [This job is a Manager: Responsible for setting work objectives and goals for employees and managing their performance. Typically involved in compensation decisions. Employees have a formal reporting relationship to this job. This job works under General Direction: Establishes procedures for attaining specific goals and objectives in a broad area of work. Generally final results are reviewed. (Typically applies to a manager or expert/top level professional.)
Primary Location: Alpharetta - Georgia - United States
Job Category: Customer Service
Position Type: Experienced/Professional
Target Openings: 1
Primary Job Duties & Responsibilities
Develops strong relationships with multiple business units and cross functional teams. Leads and/or participates in business strategy and to continually enhance operational effectiveness and achieve business objectives. Accountable for workload, workflow, and customer service to maximize efficiency. May be individually accountable for a line(s) of business, functions or multiple business units that span across a region. Accountable for attracting, retaining and developing talent and coordination of onboarding and training. Accountable for decisions related to hiring, termination and compensation. Drive and manage day-to-day activities to meet production goals, ensure compliance, audit, performance and quality standards are achieved and maintained at defined service level agreements utilizing all available resources in a cost effective manner. Coaches employees toward business performance standards, individual performance and development objectives. Works with the command center/workforce administration to meet service levels as applicable. Continually look for improvements in workflows, processes, and data. Drive results by implementing appropriate performance expectations / management through effective coaching and mentoring. Assists leadership team in managing team expenses. Supports and implements emerging business plans and strategies. Proactively builds favorable business relationships with internal and external customers. Leads and/or participates on special projects. Stays abreast of new product information and system changes. Leads the effective implementation of new technologies and the utilization of existing systems and provide management information reports as required. Monitors operations to ensure compliance with governmental requirements external environment and competitive landscape. Engages directly with BI Operations Sourcing Team and vendor partners. Perform other duties as assigned.
Minimum Qualifications
2 years experience in an insurance, operations or call center environment required.
Education, Work Experience & Knowledge
College degree preferred. 3 years experience in an insurance, operations, or call center environment preferred. 2 years of management experience preferred. Advanced knowledge of business products, processes and procedures. Advanced communication, negotiation leadership and people development skills. Advanced performance management and problem solving skills.
Job Specific & Technical Skills & Competencies
Strong knowledge of product and associated processes. Strong verbal and written communication skills Effectively communicate with business partners, peers and all leadership levels Demonstrates solid performance management skills. Strong keyboard and systems navigation skills Skillful with Word and Excel Knowledge of business center/insurance operations. Superior customer service and policy service skills. Solid interpersonal and negotiation skills. Strong Problem solving skills. Shares information and can maintain confidentiality Leadership; Change Leadership: Ability to effectively lead rapid change Teamwork: Collaboration across operations organization Models the way for employees Consistently sets clear direction by defining goals and priorities Can make quick informed decisions Develops a high degree of trust through demonstrated personal integrity, ethics and commitment to doing the right thing Motivates others to achieve the highest standards Customer Focus: Identifies customer needs and takes appropriate action to meet those needs. Acts with a sense of urgency. Demonstrates a commitment to superior service. Demonstrates a strong knowledge of the internal and external conditions that have the potential to affect customer service. Business Knowledge: Solid knowledge of Policy Services functions, procedures, policies, etc. Understanding of the Property Casualty insurance business: products, field operations and support systems and any related challenges. Resource Management: Utilizes available external and internal resources to meet needs and expectations while remaining within approved budget. Continually seeks ways to implement expense reduction initiatives and/or produce work more efficiently while ensuring that Operations objectives are met. Management: Hires competent people. Challenges employees to take responsibility for their performance and their development. Takes responsibility for decisions and actions. Manages own work and directs the work of others. Effectively coaches and mentors staff; delegates responsibility. Understands the business and responds to all related issues, concerns and proactively problems. Resource Management; Business Knowledge (accounting, underwriting, agency); Systems knowledge (policy issuance, billing, MI); Agency Management/Project Management; Demonstrated leadership and strong interpersonal skills. Ability to evaluate and determine planning and forecasting needs
Environmental/Work Schedules/Other
Weekend work hours - Occasionally Holiday work hours (Federal and religious) - Occasionally Travel - Occasionally
Physical Requirements
Operates standard office equipment - Continuously Sitting (Can stand at will) - Continuously Use of Keyboards, Sporadic 10-Key - Continuously
Equal Employment Opportunity Statement
Travelers is an equal opportunity employer.
Full Time
Company Information
Solid reputation, passionate people and endless opportunities. That's Travelers. Our superior financial strength and consistent record of strong operating returns mean security for our customers - and opportunities for our employees. You will find Travelers to be full of energy and a workplace in which you truly can make a difference.
Job Summary
Ability to support a team of Inbound Representatives in addition to working directly to support the National Sales Center team to ensure strong sales performance. The candidate should have the ability to multi-task between two areas and work with a variety of different leaders and employees with different performance goals.
Responsible for staff related decisions, managing a team in a call center environment. Coach, guide and direct staff to provide effective service to agents and customers with their product, procedure, billing and underwriting eligibility related questions. Support leadership team by handling day to day operations as well as the strategic management of the business team to ensure the achievement of the team's customer service and financial objectives. Under general direction, the Business Center Team Manager provides guidance and direction in leading a business center team (center support, phones or account/policy processing) to ensure achievement of team goals and financial objectives. Leads assigned team to reach the overall organization objectives and operational excellence. [This job is a Manager: Responsible for setting work objectives and goals for employees and managing their performance. Typically involved in compensation decisions. Employees have a formal reporting relationship to this job. This job works under General Direction: Establishes procedures for attaining specific goals and objectives in a broad area of work. Generally final results are reviewed. (Typically applies to a manager or expert/top level professional.)
Primary Location: Alpharetta - Georgia - United States
Job Category: Customer Service
Position Type: Experienced/Professional
Target Openings: 1
Primary Job Duties & Responsibilities
Develops strong relationships with multiple business units and cross functional teams. Leads and/or participates in business strategy and to continually enhance operational effectiveness and achieve business objectives. Accountable for workload, workflow, and customer service to maximize efficiency. May be individually accountable for a line(s) of business, functions or multiple business units that span across a region. Accountable for attracting, retaining and developing talent and coordination of onboarding and training. Accountable for decisions related to hiring, termination and compensation. Drive and manage day-to-day activities to meet production goals, ensure compliance, audit, performance and quality standards are achieved and maintained at defined service level agreements utilizing all available resources in a cost effective manner. Coaches employees toward business performance standards, individual performance and development objectives. Works with the command center/workforce administration to meet service levels as applicable. Continually look for improvements in workflows, processes, and data. Drive results by implementing appropriate performance expectations / management through effective coaching and mentoring. Assists leadership team in managing team expenses. Supports and implements emerging business plans and strategies. Proactively builds favorable business relationships with internal and external customers. Leads and/or participates on special projects. Stays abreast of new product information and system changes. Leads the effective implementation of new technologies and the utilization of existing systems and provide management information reports as required. Monitors operations to ensure compliance with governmental requirements external environment and competitive landscape. Engages directly with BI Operations Sourcing Team and vendor partners. Perform other duties as assigned.
Minimum Qualifications
2 years experience in an insurance, operations or call center environment required.
Education, Work Experience & Knowledge
College degree preferred. 3 years experience in an insurance, operations, or call center environment preferred. 2 years of management experience preferred. Advanced knowledge of business products, processes and procedures. Advanced communication, negotiation leadership and people development skills. Advanced performance management and problem solving skills.
Job Specific & Technical Skills & Competencies
Strong knowledge of product and associated processes. Strong verbal and written communication skills Effectively communicate with business partners, peers and all leadership levels Demonstrates solid performance management skills. Strong keyboard and systems navigation skills Skillful with Word and Excel Knowledge of business center/insurance operations. Superior customer service and policy service skills. Solid interpersonal and negotiation skills. Strong Problem solving skills. Shares information and can maintain confidentiality Leadership; Change Leadership: Ability to effectively lead rapid change Teamwork: Collaboration across operations organization Models the way for employees Consistently sets clear direction by defining goals and priorities Can make quick informed decisions Develops a high degree of trust through demonstrated personal integrity, ethics and commitment to doing the right thing Motivates others to achieve the highest standards Customer Focus: Identifies customer needs and takes appropriate action to meet those needs. Acts with a sense of urgency. Demonstrates a commitment to superior service. Demonstrates a strong knowledge of the internal and external conditions that have the potential to affect customer service. Business Knowledge: Solid knowledge of Policy Services functions, procedures, policies, etc. Understanding of the Property Casualty insurance business: products, field operations and support systems and any related challenges. Resource Management: Utilizes available external and internal resources to meet needs and expectations while remaining within approved budget. Continually seeks ways to implement expense reduction initiatives and/or produce work more efficiently while ensuring that Operations objectives are met. Management: Hires competent people. Challenges employees to take responsibility for their performance and their development. Takes responsibility for decisions and actions. Manages own work and directs the work of others. Effectively coaches and mentors staff; delegates responsibility. Understands the business and responds to all related issues, concerns and proactively problems. Resource Management; Business Knowledge (accounting, underwriting, agency); Systems knowledge (policy issuance, billing, MI); Agency Management/Project Management; Demonstrated leadership and strong interpersonal skills. Ability to evaluate and determine planning and forecasting needs
Environmental/Work Schedules/Other
Weekend work hours - Occasionally Holiday work hours (Federal and religious) - Occasionally Travel - Occasionally
Physical Requirements
Operates standard office equipment - Continuously Sitting (Can stand at will) - Continuously Use of Keyboards, Sporadic 10-Key - Continuously
Equal Employment Opportunity Statement
Travelers is an equal opportunity employer.
