Full Time map Johns Creek, GA (USA) Posted 60 days ago

Qualification: Bachelor degree in business or equivalent years of experience required

Experience: Must have working knowledge of the insurance certificate industry | Prior supervisory and management knowledge and skills required

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Job Description:

The Service Center Manager’s primary responsibility is to provide quality and efficient customer service to customers through the daily management of a team of employees to include hiring, motivating, recognizing and rewarding, coaching, counseling, training and problem solving. Additionally, position assists in the development, analysis and implementation of staffing, training, scheduling, and reward/recognition programs. Communicate effectively, both verbally and in writing, with all levels of external and internal customers.

Typical tasks and assignments include but not limited to the following:

  • Provide daily direction and communication to employees so that customer service calls are answered in a timely, efficient and knowledgeable manner
  • Provide continual evaluation of processes and procedures in the client services area and supporting global teams
  • Responsible for suggesting methods to improve area operations, efficiency and service to both internal and external customers
  • Provide statistical and performance feedback and coaching on a regular basis to each team member
  • Respond to and resolve employee relations issues expressed by team members; create and maintain high quality work environment so team members are motivated to perform at their highest level
  • Address disciplinary and/or performance problems according to company and local policy
  • Work directly with HR and other managers on Hiring, training, developing and mentoring staff
  • Work directly with other Managers and/or Upper Management to develop, improve and implement client services center policies, procedures and work processes
  • Performs data analysis on key performance metrics to determine appropriate areas of focus
  • Carry out supervisory responsibilities in accordance with company procedures

Job Requirements

  • Must have working knowledge of the insurance certificate industry
  • Ability to think strategically and develop creative and innovative solutions to problems
  • Ability to plan and organize effectively and take initiatives within agreed parameters
  • Excellent inter-personal skills, so as to be able to build up and maintain effective relationships
  • Excellent written and oral communications skills
  • Ability to develop and motivate a team
  • Ability to communicate effectively to a variety of audiences
  • Bachelor degree in business or equivalent years of experience required
  • Prior supervisory and management knowledge and skills required
  • Sufficient blend of proven insurance knowledge, experience, coursework and credentials (which may include P&C producer’s license, CISR or similar credentials