Branch Resource Center (BRC) Supervisor at Chubb in Whitehouse Station, New Jersey

Job Description:

BRC Supervisor

BASIC JOB FUNCTIONS

Reporting to the Senior Operations Manager for NA Help Desk. This position will manage the efficient handling, timely resolution and related inbound calls and emails for the BRC from Field, UWC and Processing Center (UW and Operations) as well as the Home Office for Commercial Middle Market.  The role will help define, launch and run the BRC/Middle Market Help Desk to ensure the highest levels of services are delivered including assisting in the recruiting, hiring and training of this start-up organization. They will utilize available service desk technology and customer experience skills to deliver an exceptional customer experience for current and future products and services.   The supervisor will partner with Level II IT support to triage and resolve issues in an expedited manner as a coordinated customer experience and identify opportunities for process and efficiencies improvements.  Included in this role are formal leadership responsibilities and expectations for the success of the unit and quality of their work.

Shift hours:  Flexible:    7 AM EST to 6 PM EST

MAJOR DUTIES/RESPONSIBILITIES OF THE JOB:

• Manage a staff of approximately 5-6 resources to deliver help desk support for the Chubb Middle Market Commercial. Hire and train as necessary.


• Deliver a level of customer service and responsiveness that differentiates Chubb from its competitors and continuously improves the agent, insured and employee experience


• Direct assigned staff in the achievement of the customer experience, service level and first resolution targets as well as identifying and planning for areas of improvement or development


• Partner with Level II technology support and assigned external vendors to gather information and resolve issues quickly


• Maintain and utilize up-to-date knowledge of industry developments to improve the experience


• Monitor calls and communications to enhance quality, minimize errors and track performance


• Manage the processes and workflow to include: processing efficiency, technical direction, staff development, quality assurance and metrics


• Leverage and deliver reporting and analytics to understand drivers and trends of help desk activity and opportunities for improvements


• Coordinate with Manager to ensure appropriate resource allocation


• Identify opportunities to apply and leverage technology to maximize workflow efficiencies and staff capabilities


• Influence staff and partners through collaboration and partnerships with peers and counterparts within and outside the location


• Identify potential new services and assist with the cost benefit analysis and  implementation plan as warranted


• Handle and resolve complex escalated customer issues and concerns

KNOWLEDGE AND SKILLS:

• Leadership skills to include the ability to lead diverse, cross functional and Inter-disciplinary teams


• Demonstrates a customer experience  continuous improvement mindset


• Utilizes experience to assist in the creation of long term strategies to drive sustainable competitive service advantages


• Attracts, develops and leads diverse teams that maximize performance and creates opportunities for the movement of talent


• Project management, analytical, communication and collaboration skills


• Effective technical skills in the areas of knowledge management, collaboration,  ACD, call routing, prompting and resource allocation


• Ability to coach and develop employees to higher performance levels


• Ability to apply service desk technologies to drive process improvements and 'next level' contact center capabilities

EXPERIENCE AND EDUCATION:

• Bachelor’s degree or equivalent experience acceptable.


• Minimum 3-5 years of Call Center or related supervisory experience is a plus


• Previous Helpdesk or Service desk experience


• Experience troubleshooting and working with analytics.


• Experience with creating reports and presentations for senior leadership


• Experience developing training material and facilitating training sessions  


• Experience working with several programs at once


• Experience handling escalated phone calls and making recommendations for solutions


• Experience working with a Service Desk ticketing system


• Experience working with Cisco Supervisor software and reports