Contact Center - Electronic Supervisor at Chubb in Chesapeake, Virginia

Job Description:

Chubb is the world’s largest publicly traded property and casualty insurer. With operations in 54 countries, Chubb provides commercial and personal property and casualty insurance, personal accident and supplemental health insurance, reinsurance and life insurance to a diverse group of clients. The company is distinguished by its extensive product and service offerings, broad distribution capabilities, exceptional financial strength, underwriting excellence, superior claims handling expertise and local operations globally. 

Reporting to the Contact Center Manager, this position will support the efficient handling of claim related inbound calls, electronic claim volume and will assist the Claims leadership team in ensuring the highest levels of services are delivered. Included in this role are formal leadership responsibilities and expectations for the success of the unit and quality of their work. Utilize available contact center technology to maximize efficiencies and capabilities.

MAJOR DUTIES/RESPONSIBILITIES OF THE JOB:

• Deliver a level of customer service and responsiveness that differentiates Chubb from its competitors


• Ensuring Electronic staff is available for phone calls and meeting Average speed of answer goal of 25 seconds


• Reviewing inquiry and First Notice of Loss submissions via our Electronic channels, and directing your team to process items within our service level agreements (SLA)


• Ability to guide and direct your team efficiently regarding processes and/or question


• Ability to provide timely feedback/coaching and positive recognition


• Monitoring team performance and recognizing training opportunities; scheduling training events for team member(s)


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


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


• Act as a liaison to other departments and assigned external vendors to gather information and resolve issues


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


• Performing quality audits on claim setups to ensure your team follows best practices and guidelines


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


• Work with Contact Center Manager, peers, counterparts and Home Office resources to maintain an effective disaster recovery and business continuation plan.


• Coordinate with the Contact Center Manager and peers to ensure appropriate resource allocation


• Handle and resolve complex escalated customer issues and concerns


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

KNOWLEDGE AND SKILLS:

1.       Leadership skills to include the ability to lead diverse, cross functional and inter-disciplinary teams

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

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

4.       Project management, analytical, communication and collaboration skills

5.       Effective technical skills in the areas of ACD, call routing, prompting and resource allocation

6.       Ability to coach and develop employees to higher performance levels

7.       Ability to apply contact center technologies to drive process improvements and 'next level' contact center capabilities

EXPERIENCE AND EDUCATION:

1.       Bachelor’s degree or equivalent experience acceptable.

2.       Minimum 3 years of Call Center or related supervisory experience