Shift Team Manager - Claims Alert (Sat-Wed, 11A to 7:30P)

US-GA-Atlanta
3 months ago
Requisition ID
2017-1856
Category
Claims
Business Unit
U.S. Services

Excellence In Everything We Touch

Claims Alert

Position Summary

 

 

Supervises Claims Alert agents working the shift that runs Saturday to Wednesday 11AM to 7:30 PM. Shift agents are receiving and processing first notice of loss reports; assures quality and service standards meet established center goals. Trains, directs, and evaluates Claims Alert agents. Oversee and enforces company policies and claim intake procedures. Maintains staff morale. Looks for areas to improve efficiencies.

 

 

Responsibilities

 

  • Manages Claims Alert representatives and daily operations in Claims Alert.
  • Provide coaching, mentoring and feedback to team members to improve handling of customer calls and claims processing.
  • Monitors and supports the management of key call center metrics and quality goals in Claims Alert.
  • Provide team members with qualitative monthly audit feedback to include attendance updates, quality assurance reviews and telephone statistical results against center goals.
  • Establish shift/schedule changes when necessary based on the business needs.
  • Identify, develop, and conduct recurring agent training programs.
  • Work closely with all staff members and peer supervisors to ensure open communication and consistency of work flow.
  • Assists with testing of new programs and client specific requests to ensure instructions within call script are accurate and user friendly.
  • Complete payroll information as required to include details on attendance and other payroll information as identified.
  • Provide corrective feedback to agents as necessary.
  • Administers and upholds Crawford Personnel Procedures
  • Upholds the Crawford Code of Conduct

 

Requirements

 

  • Must be able to work Saturday to Wednesday 11:00 AM to 7:30 PM.
  • Bachelor’s Degree in Business, Finance or related field of study or equivalent business experience.
  • Minimum two years call center experience required.
  • Demonstrated leadership in previous experience is vital.
  • Previous call center management experience preferred, though not required.
  • Ability to understand and carry out oral and written instructions.
  • Ability to communicate effectively, both orally and in writing.
  • Must possess excellent organizational and analytical skills, as well as the ability to perform and provide results in a fast paced, team-oriented environment.

 

About Us

 

Based in Atlanta, Crawford & Company (NYSE: CRD-A and CRD-B) is the world’s largest publicly listed independent provider of claims management solutions to insurance companies and self-insured entities with an expansive global network serving clients in more than 70 countries. The Crawford Solution® offers comprehensive, integrated claims services, business process outsourcing and consulting services for major product lines including property and casualty claims management, workers compensation claims and medical management and legal settlement administration. More information is available at www.crawfordandcompany.com.

In addition to a competitive salary, Crawford offers you:

  • Career advancement potential locally, nationally and internationally. Crawford & Company has more than 700 locations in 70 countries;
  • On-going training opportunities through every stage of your career
  • Strong benefits package including matching 401k; health, dental, and life insurance; employee stock purchase plans; tuition reimbursement and so much more.

Crawford & Company participates in E-Verify and is an Equal Opportunity Employer. M/F/D/V

Crawford & Company is not accepting unsolicited assistance from search firms for this employment opportunity. All resumes submitted by search firms to any employee at Crawford via-email, the Internet or in any form and/or method without a valid written Statement of Work in place for this position from Crawford HR/Recruitment will be deemed the sole property of Crawford. No fee will be paid in the event the candidate is hired by Crawford as a result of the referral or through other means. 

 

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