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Gold Assistant Customer Service Manager, Service Operations

Company: Liberty Mutual
Location: Plano
Posted on: September 25, 2018

Job Description:

Advance your career at Liberty Mutual - A Fortune 100 Company! Manages and develops a team of supervisors responsible for the day-to-day operations within Personal or Commercial Lines service operations. Works closely with the service site leadership and surrounding regional operations to ensure quality service and operational success. Delivers a high level of service in order to achieve and maintain exceptional customer satisfaction while promoting growth and retention of business. Responsibilities:

  • Manages, plans and coordinates the activities of service teams within Personal or Commercial Lines service operations. Responsible for development of managers and team members.
  • Manages unit activity and ensures satisfactory delivery of agent services/products.
  • Responsible for administrative and training functions of the unit, ensures compliance with company and/or department standards and provides technical guidance as may be required.
  • Responsible for maintaining full coverage during call volume peak to ensure customer satisfaction.
  • Assists in training, monitoring and direction of service center staff and Supervisors in service handling and call center processes.
  • Accountable for Agency relationships with their aligned regions; must participate in state team meetings and regional advisory council meetings (with Regional General Managers/ Product/ Marketing/ UW/ Claims).
  • Responsible for group results and contributions to national results for service levels, customer satisfaction, employee retention, talent acquisition, expense management, etc.
  • Analyzes operations and efficiency of the team and appropriately establishes and implements product and service standards. Oversees service operating systems for the group including policies, procedures and operating structures.
  • Performs additional duties as needed. Qualifications: A Bachelor's degree in a business related field or equivalent experience plus a minimum of 5 years of contact center, claims or other customer service related work experience is required. Customer Service experience preferred. Comprehensive knowledge of team dynamics within a call center environment is required. Must have a strong knowledge of a variety of insurance products, plans, and programs. Excellent oral, written and interpersonal communication skills, and the capacity to multi-task in a structured work environment, are required. Ability to handle confidential and proprietary information is critical. Proficiency with computers is mandatory. Benefits: We value your hard work, integrity and commitment to positive change. In return for your service, its our privilege to offer you benefits and rewards that support your life and well-being. To learn more about our benefit offerings please visit: Overview: At Liberty Mutual, we give motivated, accomplished professionals the opportunity to help us redefine what insurance means; to work for a global leader with a deep sense of humanity and a focus on improving and protecting everyday lives. We create an inspired, collaborative environment, where people can take ownership of their work; push breakthrough ideas; and feel confident that their contributions will be valued and their growth championed. Were dedicated to doing the right thing for our employees, because we know that their fulfillment and success leads us to great places. Life. Happiness. Innovation. Impact. Advancement. Whatever their pursuit, talented people find their path at Liberty Mutual.Job: Customer Service Primary Location: United States-Texas-Plano Schedule: Full-time Salary: $83,600-$106,400 Education Level: Bachelor's Degree (--16 years) Travel: Yes, 10 % of the Time

    Keywords: Liberty Mutual, Haltom City , Gold Assistant Customer Service Manager, Service Operations, Executive , Plano, Texas

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