Legal & General America

  • Customer Care Team Manager

    Job Locations US-MD-Frederick
    ID
    2019-2261
    # of Openings Remaining
    1
    Category
    Admin Services
  • Overview

    At Legal & General America, we aim to make a positive difference in the lives of our customers, partners, colleagues, and the communities in which they live.  As a recognized market leader of term life insurance, we’re working to transform our business through innovation and technology to provide products and solutions that help American families secure their financial futures.

     

    We are a future-focused company, passionate about what we do and how we do it. This means working with pace and energy to reach our goals, and challenging ourselves to achieve more.  We strive to create a unique environment where balance between work and life is possible. Our employees' passion, dedication and hard work, as well as our career development opportunities, benefits, and employee activities contribute to our positive workplace culture.

    Responsibilities

    Efficiently manage and coordinate the operations of the Contact Center staff to accurately meet the required business requirements and call standards. Responsible for the accurate and timely completion of all Contact Center work to meet or exceed pre-defined quality and productivity standards, while establishing and maintaining a positive and motivating work environment. Collaborate with the Customer Support Manager, Operations Training and Quality Manager, and AVP to develop and implement strategies, technologies, standards, procedures and measurements as it pertains to overall efficiencies, and continue to improve such processes on an ongoing basis. He/she will be responsible for leading and representing the Contact Center initiatives. Will serve as the back-up for the Customer Care Manager

    1. Manage and direct the Contact Center staff and oversee the daily operations, ensuring that policy holder and agency inquiries, as well as all other facets of work are completed to meet or exceed pre-defined productivity and quality standards. Monitor daily and monthly telephone reports to identify patterns and elevated peak times to mitigate abandon rates. Staff to consist of exempt and non-exempt employees.
    2. Partner with the Customer Care Manager to effectively manage, monitor, and direct the flow of calls and tasks to ensure that all calls and tasks are answered and processed within pre-defined call, productivity and quality standards. Collect and analyze call statistics frequently.
    3. Develop and maintain processes and procedures for all facets of work. Collaborate with the Operations Training and Quality Manager to ensure a comprehensive training regimen is provided for all new staff, as well as ongoing training for all staff. Calibrate call monitoring reviews and scoring. Staff development to include telephone soft skills training, in depth product training and other professional training through LOMA and Open Sesame, as well as other resources as recommended.
    4. Work with Legal/Compliance area, as directed, to update processes and procedures to ensure 100% compliance with all state and other regulatory entities.
    5. Assist in the measurement of staff proficiency by conducting ongoing quality reviews of call and email communications. Ensure tasks are handled appropriately and timely. Provide timely feedback and additional training to staff as needed to develop skills and to assist in meeting or exceeding department and company standards.
    6. Professional and timely management and completion of customer escalations, staff concerns, quality reviews, corrective actions, performance improvement plans, and work management.
    7. Monitor and document staff performance to include proper call handling, productivity, quality, self management, as well as all other pertinent and measurable functions or attributes. Provide feedback, training and disciplinary actions in accordance with performance. Write and administer factual reviews for existing and newly recruited staff.
    8. Develop, implement and monitor Customer Care guidelines to assure service excellence, as well as enhancements for a better experience for the staff and customers. This includes the design, innovation, management of projects, implementation of strategies, and technologies.
    9. Act as liaison in company related initiatives and represent the needs and concerns of the Customer Care department. Ensure that the needs of the department are identified, voiced and accommodated. Present proposals to management on ideas that would facilitate the processing of business, increase the morale and productivity of the team, or reduce costs to the organization. Participate in the review of marketing material updates and ensure all new products and enhancements are properly implemented.
    10. Validate systems and workflow to ensure all processes are functioning correctly. Identify any system weaknesses quickly, and define options to remedy.  Work with Project Manager, IT and QA to test and implement all system modifications.
    11. Maintain consistent staff communication by way of staff 1:1’s, team huddles and team meetings.
    12. Provide input on annual budget process and monitor for monthly budget variances.
    13. Recruit and hire high quality candidates that can support and meet LGA standards for performance and assist in driving initiatives, with the review and approval of the Customer Care Manager.
    14. Participate in managerial training as recommended by LGA to enhance overall positive leadership, team performance and morale.
    15. Demonstrate excellent knowledge of LGA business practices and in-depth knowledge of LGA products and the Life Insurance industry through continued LOMA education courses.
    16. Complete all other reports and duties, including timesheets, overtime justification, work volume, productivity & quality reports and other goals and objectives as assigned.

    Qualifications

    Education

    College degree preferred

    ACS designation or other LOMA designations preferred

    ALMI designation preferred

     

    Experience/Knowledge

    4+ years of management experience

    4+ years of experience in a customer service/call center related position

    Call center and/or processing experience

    Life, Property and Casualty or Health insurance experience preferred

    Understanding of life insurance products preferred

     

    Skills

    Strong coaching and leadership skills, ability to motivate and support staff

    Strong organizational skills with the ability to prioritize and multitask

    Ability to communicate clearly, effectively, politely and professionally, both verbal and written

    Ability to influence teams to work towards department and company goals

    Critical problem solving skills and ability to make sound decisions

    Ability to learn quickly and develop a broad knowledge of the industry, products and services

    Decisiveness and attention to detail

    Ability to work independently as well as within a team environment

    Proficiency with necessary technology, including computers, software applications, phone systems, etc.

    Analytical and technical skills

    Presentation skills

    Project management skills preferred

    Comprehensive knowledge of Microsoft Office (Word and Excel)

    Typing 40+ WPM

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