Supervisor, Inbound Claims
Company: Home Buyers Warranty
Posted on: January 13, 2019
2-10 Home Buyers Warranty, the leader in the home warranty industry, is seeking an Inbound Claims Supervisor for their Inbound Claims department. The Inbound Claims Supervisor oversees the activities of frontline Claims Management and Senior Claims Management Specialists and/or approve claims by performing the following duties. ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Supervise a team of Claims Management Specialists. Be available to affect the entirety of the team's operations. Be available and visible to answer questions. Take calls that your agents can't handle and be available when an agent appears to need assistance. Work with Workforce Management to manage queue and track inbound calls/tasks. Keep agents aware of inbound calls/tasks, calls/tasks waiting, abandonment rate, etc. Motivate and encourage agents through positive communication and feedback Meet at least once each week with your team. At a minimum, review the following topics: Review the past week's events, including statistics, results and industry news. Disseminate new product information to the agents. Discuss a service theme or point-of-interest topic for the agents. Solicit process improvements- what is working well and what isn't Identify training opportunities and feedback Discuss improvements from previous week and any achievements Introduce new staff members. Present commendations and awards. Communicate company information. Answer questions and comments. Provide agents with a glimpse of future weeks. Perform at least one monitoring evaluation with each agent every week Spend 30 minutes to one hour monitoring the agent. Spend 20 to 30 minutes reviewing the agent's performance with the agent, every other week. Use a formal monitoring form. Give a copy of the scored form to the agent. Keep track of attendance, daily statistics, vacation time, sick time, etc. in conjunction with Workforce Management. Ensure administrative bookkeeping is accurate. Create and maintain files on each agent as they relate to attendance, production, and reviews. Present to the Department Manager at the conclusion of each week a breakdown of the past week's performance summary of the team. Present to the Department Manager at end of each week a breakdown of the next week's plan for the team. Create a forecast describing the things each agent will be focused upon. Create a detailed plan of the way in which you plan to impact your team's day-by-day performance Recruit new staff and schedule existing staff to meet service level objectives. Interview and hire staff. Assess needs/plan ahead. Develop schedules with agents each month to ensure call center objectives are covered. Schedule ongoing training, departmental meetings, sales training, and computer training. Spend four hours per month side-by-side with agents on the floor with a training headset (total, not per agent). Administer training programs for new hires and existing staff. Work with management on refining and scheduling appropriate training sessions. Develop training documents that support call center operations. Create residual training pieces to foster growth. Develop contests, awards and themes that increase agents' loyalty and focus. Produce a quarterly business review outlining your team's performance and growth to share with your manager. Topics to include : -Team performance for three-month period. -Individual performance of core, focus and new staff. -Team and Individual analysis of upcoming quarter. -Disappointments of past quarter. -Successes of past quarter. -Notable team and department information. Produce performance reviews as established by Department Manager. Continual leadership and management training Other duties may be assigned. SUPERVISORY RESPONSIBILITIES Directly supervises employees in the assigned department. Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems. QUALIFICATIONS To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. EDUCATION and/or EXPERIENCE High school diploma or general education degree (GED); and at least two years related experience and/or training; or equivalent combination of education and experience. Prior leadership experience preferred. Excellent customer service skills, the ability to negotiate and handle difficult phone calls, and basic computer skills are required. Knowledge of HBW contracts, policies and procedures needed. Technical knowledge of HVAC, electrical, plumbing, and/or home appliances is preferred but not required. LANGUAGE SKILLS Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to write simple correspondence. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization. MATHEMATICAL SKILLS Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs. REASONING ABILITY Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations. PHYSICAL DEMANDS The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. WORK ENVIRONMENT The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually quiet.
Keywords: Home Buyers Warranty, Denver , Supervisor, Inbound Claims, Professions , Aurora, Colorado
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