Supervisor-Customer Care Outbound in Tijuana at Integon Service Co.

Date Posted: 1/16/2020

Job Snapshot

Job Description

Primary Purpose:
Oversee performance of Customer Care team by supervising call center operations, resolving escalated issues, reporting to management and coaching and guiding team members to support achievement of department quality and productivity standards

Essential Duties and Responsibilities:

Following is a summary of the essential functions for this job. Other duties may be performed, both major and
minor, which are not mentioned below. Specific activities may change from time to time.

  • Guide effectiveness of customer service by communicating organizational policies and best practices, setting performance goals, monitoring calls and providing constructive feedback to ensure achievement of productivity and quality standards
  • Develop and mentor team leads by supervising managerial responsibilities and providing advice and direction to ensure a cohesive and effective approach to department leadership and guidance

  • Manage resolution of system and technology errors by monitoring equipment functionality, identifying issues and quickly escalating to management and technical professionals to ensure continued and correct customer care equipment operations

  • Contribute to continuous improvement initiatives by communicating with key stakeholders and participating in projects to support delivery of effective client and customer care programs, ensure team alignment with business goals and support achievement of service level agreements

  • Guide resolution of escalated calls by utilizing knowledge and available resources to resolve customer issues and negotiate sensitive and stressful situations

  • Support implementation of process and technology changes by gathering training resources, coordinating training programs and distributing project information to prepare team for changes and streamline transitions

  • Update key stakeholders on department production and performance by communicating with clients
    and managers as appropriate to regularly share pertinent information

  • Supervise daily operations of team by coordinating and communicating employee tasks, scheduling shifts, encouraging collaboration with other departments, measuring performance and providing feedback to achieve high productivity and meet service level expectations

  • Provide a positive environment by modeling cultural expectations and influencing others to reward performance and value “can do” people, accountability, diversity and inclusion, flexibility, continuous
    improvement, collaboration, creativity and fun.

  • Adopt National General Insurance values in personal work behaviors, decision-making, contributions and interpersonal interactions; manage own career development by soliciting feedback and valuing other perspectives.

Job Requirements

Minimum Skills and Competencies:

  • 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.
  • High school diploma or general education degree (GED)
    2 years relevant experience
  • Customer service or supervisory experience; increasing levels of responsibility
  • Principles and processes for providing customer service, including customer needs assessment, de-escalation of conflict, meeting quality standards for services and evaluation of customer satisfaction
  • Advanced working knowledge of systems of record and processes and procedures utilized in area of responsibility
  • Proficient in Microsoft Office (Word, Excel, Outlook, PowerPoint)
    Motivate, develop, and direct people as they work; share knowledge with others and provide effective performance feedback
  • Effective organization and time management skills with the ability to work under pressure and adhere to project deadlines
  • Ability to manage expenditures to budget
  • Facilitate discussions and manage and resolve conflict to reconcile differences among others and between self and others.

    Desired Skills:
  • Associate’s Degree or in-lieu of degree equivalent education, training and work-related experience
  • Mortgage or hazard insurance
  • Professional verbal Spanish language skills
  • Experience in interviewing and hiring candidates


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