Assistant Call Center Operations Manager (customer service / tech support / dispatching) – Insurance
- Employer
- Genpact
- Location
- Las Vegas, Nevada
- Salary
- Benefits Start Day 1
- Posted
- May 22, 2018
- Closes
- Jul 21, 2018
- Ref
- INS002466
- Category
- Customer Service, Operations
- Job Type
- Full Time
- Career Level
- Manager
Genpact – OnSource
Function: Operations
Las Vegas, NV
Genpact is a global professional services firm that makes business transformation real. We drive digital-led innovation and digitally-enabled intelligent operations for our clients, guided by our experience running thousands of processes for hundreds of Global Fortune 500 companies.
From New York to New Delhi and more than 20 countries in between, Genpact has the end-to-end expertise to connect every dot, reimagine every process, and reinvent companies’ ways of working.
Our focus is to make sure we have the right set of people delivering what we promise. People who think with design, dream in digital, and solve problems with data and analytics. People who obsess over operations, focus on the details, and lead change by being curious, incisive and courageous in everything they do—on a foundation of unyielding integrity.
OnSource, a Genpact company, is a provider of a leading Inspection-as-a-Service (IaaS) product for property and casualty (P&C) insurance carriers and their customers. OnSource uses advanced technologies – such as real-time browser-based communication, self-service applications, and drones – to put consumers in control of their insurance claims and fundamentally transform the process for insurance carriers.
We are Genpact. Transformation happens here. Come, be a part of our exciting journey!
Inviting applications for the role of Assistant Call Center Operations Manager
Job Summary
The Assistant Manager, Operations works closely with the Senior Operations Leader in the day-to-day operations of the call center. This position is responsible for managing and guiding team supervisors and team members in performing their job duties. The Assistant Manager, Operations monitors and evaluates team supervisor and team member performance, attendance, and conduct; generates and analyzes reports; and develops schedules to ensure adequate staffing levels.
Responsibilities
- Directly manages employees in the call center. Responsibilities include planning, assigning and directing work; rewarding and coaching employees; and addressing and resolving employee relations issues.
- Must be highly proficient in all aspects of call center operations, including voice process. Responsible for providing daily direction and communication to employees so that calls are handled in a timely, efficient, and knowledgeable manner
- Ensure employees have appropriate training and other resources to perform their duties
- Share continual responsibility for ensuring employees’ adherence to work procedures and processes that support the Company and departmental standards, procedures, and strategic directive
- Compile data reporting on a daily/weekly/monthly basis as needed for Operations analyses
- Provide statistical and performance feedback and coaching on a regular basis to each employee
- Write and administer performance reviews for skill improvement
- Address disciplinary and/or performance issues; make effective and appropriate decisions relative to corrective action as required
- Provide evaluation of processes, procedures, data, and metrics to identify trends and opportunities for continuous improvement
- Create and maintain a high-quality work environment so employees are motivated to perform at their highest level
- Oversees work schedule for employees – reviews, verifies, audits and approves timesheets for bi-weekly payroll.
- Ensure that changes are successfully implemented to support the transition or transformation of the organization's goals, processes or technologies
- Escalation/incident management
- Take appropriate action for each call, following communication “scripts” when handling different topics/scenarios
- Identify and escalate priority issues to Senior Operations Leader when necessary and appropriate
- Accurately process and document call transactions using the BPM system
Work Environment
- This job operates in a call center office setting. This role routinely uses phone and computer equipment (e.g., desktop computer, computer keyboard, mouse, and monitor) with occasional use of photocopier, fax, and scanner.
- The noise level in the work environment is usually moderate.
Physical Demands
- The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- This job is primarily sedentary. While performing the duties of this job, the employee is frequently required to sit, talk, and hear. The employee is required to have close visual acuity to view a computer terminal and to prepare and read documents, e-mails, reports, and other correspondence on paper and on a computer monitor. The employee may be required to exert up to 10 pounds of force occasionally and/or negligible amount of force frequently or constantly to lift, carry, push, pull or otherwise move objects.
Qualifications
Required Skills
- Excellent written and verbal communication skills
- Demonstrated listening and customer service skills
- Experience measuring, monitoring, and analyzing performance metrics and standards
- Ability to perform quantitative and qualitative analyses of existing business processes
- Ability to coach, develop, and mentor team members
- Self-motivated and goal-oriented
- Working knowledge of CRM or BPM systems
- Computer literate with knowledge of web and mobile apps
- Possess leadership and team-building skills
- Demonstrated attention to detail and accuracy
- Strong analytical and problem-solving skills
- Ability to multi-task, set priorities, manage time effectively, and work under pressure
- Self-directed, takes initiative in executing job duties
- Professional and courteous demeanor and ability to collaborate with a team
Required qualifications
- Associate’s Degree in Business Administration or related field
- 2-3 years of operations management experience in a call center environment
- Knowledge of Lean Six Sigma a plus
Benefits
All Employee Benefits start on the first day of employment:
- Health Insurance including Dental & Vision
- Health Reimbursement Account (HRA)
- Flexible Spending Accounts (FSA)
- Life & Disability Insurance
- Wellness Program
- 15 PTO Days a year & 11 Paid Holidays
- Employee Stock Purchase Program (Employee Discounts)
- 6 Weeks of Paid Parental Leave
- 12 Weeks of Maternity Leave
- Adoption Assistance Program
Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values diversity and inclusion, respect and integrity, customer focus, and innovation.