Massachusetts Jobs

Manager, Insurance Service Center / Hybrid in Webster, MA

Date: Jul 3, 2024

Location:

Gore Rd, MA, US

Company: MAPFRE

Job Summary

Manages and provides technical oversight for the efficient and effective operation of ECC and Insurance Service Center service units who perform a variety of functions for insureds and agents that include one or more of the following for all products, lines of business, and affiliates: insurance service center, direct quote and sales, retention activities, billing inquiries, policy issuance and endorsements, policy payments, cancellation agreements, general informational inquires, and FNOL.

With direction from Director, Insurance Service Center and Sales ensures appropriate staffing, equipment, systems and procedures are in place to provide excellent service. Partners with internal and external sources in facilitating business growth and retention objectives. Monitors performance related to customer perceptions, provides related feedback, and recommends changes in procedures and services to enhance overall customer satisfaction.

Creates an environment supportive of the MAPFRE Insurance Customer Centric Culture and ensures supervisors and representatives incorporate Customer Centric Core Competencies within their daily job responsibilities, while providing outstanding value added service. Ensures Insurance Service Center and Contact Center personnel are courteous and able to perform at exceptional service levels, while facilitating employee engagement. Provides customer support for escalations and resolves problems.

Oversees the development, evolution and management of the Enterprise Contact Center Insurance Services and Sales area among other responsibilities. Makes recommendations for and assists in the research of technological options that will increase ease of use by the customer. Measures impact and effectiveness of programs and aligns metrics to business goals-targets. Shares feedback with senior management and recommendations for improvements to meet business needs.

Schedule

Monday thru Friday, with a flexible work schedule within the hours of 8:00 a.m. to 6:00 p.m. ET. This Hybrid position requires a minimum of 3 days in the office each week and is located at our Gore Rd facility in Webster, MA.

Knowledge, Skills and Abilities

Education: Bachelor's Degree or professional level of knowledge in a specialized field, or equivalent related experience preferred.

Experience: 7 - 9 years or Associates Degree equivalent plus 9 - 11 years.

Knowledge: Extensive level of professional knowledge in field across multiple disciplines and broad business segment. Extensive knowledge of management practices.

Decision Making: Influences development of overall objectives including long-range goals for the organization. Typically exercises judgment within broadly defined policies and practices. Establishes, modifies operating policies and procedures that affect subordinate units. Recommends modifications to broad operating policies which may impact projects, operations, and considerable expenditure risk and major portions of operations. Problems are generally diverse, complex and impact major business segments.

Supervision Received: Work is received in objective-oriented terms, with an emphasis on strategic as well as more near-term priorities. Work is reviewed from a strategic, relatively long-term perspective against major objectives.

Leadership: Manages multiple functions, typically via subordinate managers, or manages an exceptionally high impact function. Develops and communicates function organizational vision. Ensures that overall organizational objectives, budgets, schedules, and performance standards are realistically set and attained.

Problem Solving /Operations/Direct Work Involvement: May have overall responsibility for the operation of a major profit center or segment of the company. Reallocates resources as required to meet goals.

Client Contacts: Frequent contacts with internal and external parties at various management levels concerning operations or scheduling project phases. Communication typically involves persuasion, and negotiation with middle and senior management levels.

Additional Knowledge, Skills and Abilities

At least 4 years of supervisory and/or management experience is preferred. Prior call center experience desired and is normally required of candidates for this position. Possession of a Producer’s license may be desired. Ongoing participation and/or completion of insurance education a plus.

Demonstrated leadership abilities to motivate staff toward the achievement of established goals and objectives. Excellent interpersonal skills with demonstrated ability to interact effectively with others using oral and written communication and the ability to use tact and discretion to achieve and exceed departmental goals.

Analytical and problem-solving skills along with effective negotiation skills are required. Ability to manage multiple tasks in a fast-paced environment using time management and organizational skills. Ability to monitor service standards, proven ability to identify, recommend, and implement improved methods, procedures and workflow. Must be innovative and ensure the department remains adaptable in a fast paced, multi-task environment.

Strong ability is needed to make sound business decisions relative to daily workload priorities and adjustments based upon department volume and staffing fluctuations working with supervisors and Workforce Management area of Contact Center Operations. Ability to make decisions regarding hiring, promotion, discipline, and when necessary, termination of employees.

Maintains positive employee and customer service relations and creates an open and caring work environment conducive to getting the job done efficiently. Must be able to develop the skills of others and assist in their career planning.

Ability to manage and prioritize complex, changing workloads in a challenging and developing business and technical environment.

Ability to understand legal and regulatory requirements and business drivers and priorities, and integrate these requirements into the overall process and system operations.

Capacity to rapidly learn and quickly absorb new business concepts and technologies and apply that knowledge to ongoing efforts and plans.

Demonstrated ability to make decisions that have a significant impact on results for a major portion of a company. Responsible for operations of major significance to the organization. Decisions potentially affect financial, employee, or public relations standing of the company or a major business segment. Problems are abstract and impact multiple functions and portions of the company.

Job Segment: Call Center Manager, Call Center Supervisor, PR, Service Manager, Call Center, Customer Service, Marketing

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