Reporting to the Contact Center Manager, this position will support the efficient handling of claim related inbound calls, electronic claim volume and will assist the Claims leadership team in ensuring the highest levels of services are delivered. Included in this role are formal leadership responsibilities and expectations for the success of the unit and quality of their work. Utilize available contact center technology to maximize efficiencies and capabilities.

MAJOR DUTIES/RESPONSIBILITIES OF THE JOB: 

Deliver a level of customer service and responsiveness that differentiates Chubb from its competitorsEnsuring staff is available for phone calls and meeting Average speed of answer goal of 25 seconds Reviewing inquiry and First Notice of Loss submissions via our Electronic channels, and directing your team to process items within our service level agreements (SLA)Monitoring team performance and recognizing training opportunities; scheduling training events for team member(s) Direct assigned staff in the achievement of customer service targets as well as identifying and planning for areas of improvement or developmentInfluence staff through collaboration and partnerships with peers and counterparts within and outside the branchAct as a liaison to other departments and assigned external vendors to gather information and resolve issuesMaintain and utilize up-to-date knowledge of industry developmentsMonitor random calls to enhance quality, minimize errors and track performanceManage the processes and workflow to include: processing efficiency, technical direction, staff development, quality assurance and catastrophe managementWork with Contact Center Manager, peers, counterparts and Home Office resources to maintain an effective disaster recovery and business continuation plan.Coordinate with the Contact Center Manager and peers to ensure appropriate resource allocationHandle and resolve complex escalated customer issues and concernsIdentify opportunities to apply and leverage technology to maximize workflow efficiencies and staff capabilitiesLeadership skills to include the ability to lead diverse, cross functional and inter-disciplinary teamsUtilizes experience to assist in the creation of long term strategies to drive sustainable competitive service advantagesAttracts, develops and leads diverse teams that maximize performance and creates opportunities for the movement of talentProject management, analytical, communication and collaboration skillsEffective technical skills in the areas of ACD, call routing, prompting and resource allocationAbility to coach and develop employees to higher performance levelsAbility to apply contact center technologies to drive process improvements and 'next level' contact center capabilities

EXPERIENCE AND EDUCATION:

Bachelor’s degree or equivalent experience acceptable.Minimum 3 years of Call Center or related supervisory experience