Job Description

At American Family Insurance, we believe people are an organizations most valuable asset, and their ideas and experiences matter. From our CEO to our agency force, were committed to growing a diverse and inclusive culture that empowers innovation that will inspire, protect, and restore our customers dreams in ways never imagined.

American Family Insurance is driven by our customers and employees. Thats why we provide more than just a job we provide opportunity. Whether youre already part of our team in search of a new challenge or new to our company and ready for whats next, youre in the right place. Every dream is a journey that starts with a single step. Start your journey right here. Join our team. Bring your dreams.



Job ID:

R20439 Support Center Manager (Open)

Summary:

This leadership role will work within our Personal Lines division.

The Support Center Manager provides leadership to achieve efficient phone inquiry handling and quality customer service throughout the company`s operating states for the Personal Lines Division. Accountable for communicating and implementing departmental plans, objectives, and strategies as well as monitoring and delivering targeted levels of service performance and reporting results to management.


Job Description:

Primary Accountabilities
First-Line Management / Leadership for Individual Unit (25%)

* Manages direct reports, systems and projects to achieve unit goals. This is done in accordance with company policies and practices.
* Prepares and analyzes unit plans and reports.
* Provides leadership by exhibiting influence and expertise, thus affecting the results of the operating area.
* Performs administrative activities in a timely manner necessary to effectively manage the department, including but not limited to budget preparation, reports preparation, and salary administration.
* Creates an effective work environment by developing a common vision, setting clear objectives, expecting teamwork, recognizing outstanding performance and maintaining open communications.
* Develops staff through coaching, providing performance feedback, providing effective performance reviews, and establishing development plans.

Phone Queue Management (25%)

* Monitors queues continuously to evaluate volume of calls waiting, number of incoming calls, wait times and allocating resources to ensure desired customer service level.
* Implements schedule strategies to adjust resources.
* Implements strategies to assist with operational work loads and projects, during off peak times.
* Observes performance of the Phone Inquiry Unit staff in the working environment and provides feedback.
* Analyzes and reports department`s performance, manages contingency plan and identifies and initiates opportunities to improve performance.
* Evaluates phone system and phone call volume for consistency accuracy, timeliness of response.

Customer Service and Field Force Support (15%)

* Manages and ensures resolution to escalated customer issues
* Ensures adherence to state laws, regulations and company policy which affect the operation of the Phone Inquiry Unit.
* Maintains and/or exceed established service levels and response time objectives for all states within the Personal Lines Division.
* Leads the team to ensure exemplary customer service is achieved.

Metrics and Quality (15%)

* Reviews and recommends departmental processes to ensure optimum efficiency, productivity, and effectiveness.
* Understands and ensures quality Phone Inquiry Unit procedures.
* Analyzes and oversees the implementation of methods to improve departmental processes.
* Analyzes and researches new trends and opportunities and makes adjustments in a timely manner.
* Provides appropriate feedback in regards to measurements, timeliness and quality.

Strategies Linked to the Division's Business Goals / Results (10%)

* Establishes, communicates and implements departmental plans, objectives, and strategies.
* Participates as a member of the management team.
* Maintains an active awareness of American Family's business environments, corporate culture and structure to support key decision-making.

Creates Effective Partnerships with Business Partners to Achieve Divisional and Company Objectives (10%)

* Interacts and builds effective communications channels with field force management and other internal department contacts and managers.
* Lead, reviews and resolves complaint inquiries for their area of responsibility.
* Establishes positive relationships and a team approach to accomplish divisional and corporate goals.
* Collaborates with other phone inquiry units to achieve virtual results.

LI-Remote

Travel Requirements

* This position requires travel up to 10% of the time.

Specialized Knowledge and Skills Requirements

* Demonstrated experience providing customer-driven solutions, support or service
* Demonstrated ability in organization and planning
* Demonstrated leadership or management experience.
* Solid knowledge and understanding of customer service background



Additional Job Information:

* Prior call center experience preferred.
* Experience with I3, Genesis phone systems and Genesys Cloud preferred.
* Knowledge of LEAN, Agile, Six Sigma or other business efficiency processes a plus.
* Insurance industry experience preferred, but not required.

* This position is available for remote work, but some travel to regional offices would be required once safe to do so.
* Offer to selected candidate will be made contingent on the results of applicable background checks.
* Offer to selected candidate is contingent on signing a non-disclosure agreement for proprietary information, trade secrets, and inventions.
* Our policy restricts consideration of applicants needing employment sponsorship (visa) to specialty occupations. Sponsorship will not be considered for this position.

When you work at American Family, you can expect benefits that support your physical, emotional, and financial wellbeing. You will have access to comprehensive medical, dental, vision and wellbeing benefits that enable you to take care of your health. We also offer a competitive 401(k) contribution, a pension plan, an annual incentive, and a paid-time off program. In addition, our student loan repayment program and paid-family leave are available to support our employees and their families.
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