PRIMARY PURPOSE: To supervise Specialized Services colleagues ensuring departmental processes and procedures are adhered to in pursuing Specialized Services objectives; to support unit colleagues in continued developmental growth; and to ensure company service standards are met.

ESSENTIAL FUNCTIONS and RESPONSIBILITIES

• Supervises a Specialized Services team, providing leadership, direction and support.
• Ensures Specialized Services processes and procedures are adhered to ensuring departmental objectives are met.
• Monitors workloads and status; supports colleagues by providing advice on handling complex issues.
• Monitors team performance measures.
• Identifies and resolves problems and issues.
• Ensures that company customer service standards are met.
• Communicates with upper management regarding unit issues.
• Tracks trends, investigates escalations, balances workloads, and serves as liaison with customers to assist with problem resolution.
• Ensures that best practices and SLAs are met; provides coaching and mentoring to individual colleagues.
• Works closely with six sigma black belts and business analysts to identify opportunities for change to support continuous improvement.
• Reviews and validates the accuracy of the work completed by the Specialized Services team.
• Reviews and evaluates accuracy of compensability decisions and claim assignments.
• Manages staffing schedules to ensure appropriate department coverage.

ADDITIONAL FUNCTIONS and RESPONSIBILITIES

• Performs other duties as assigned.
• Supports the organization's quality program(s).

SUPERVISORY RESPONSIBILITIES

• Administers company personnel policies in all areas and follows company staffing standards and training recommendations.
• Interviews, hires and establishes colleague performance development plans; conducts colleague performance discussions.
• Provides support, guidance, leadership and motivation to promote maximum performance.

QUALIFICATIONS

Education & Licensing
Bachelor's degree from an accredited college or university preferred.

Experience
Six (6) years of call center or customer service experience or equivalent combination of education and experience required.

Skills & Knowledge

• Strong organizational and conflict resolution skills
• Production and quality-driven mentality
• Excellent customer service skills
• Good knowledge of service center processes and procedures
• Good oral and written communication, including presentation skills
• PC literate, including Microsoft Office products
• Leadership/management/motivational skills
• Analytical and interpretive skills
• Excellent interpersonal skills
• Excellent negotiation skills
• Good judgment and discretion skills
• Ability to manage by reports and metrics
• Ability to manage multiple projects and set priorities
• Ability to work in a team environment
• Ability to meet or exceed Performance Competencies

WORK ENVIRONMENT
When applicable and appropriate, consideration will be given to reasonable accommodations.

Mental: Clear and conceptual thinking ability; excellent judgment, troubleshooting, problem solving, analysis, and discretion; ability to handle work-related stress; ability to handle multiple priorities simultaneously; and ability to meet deadlines

Physical: Computer keyboarding, travel as required

Auditory/Visual: Hearing, vision and talking                  

NOTE: Credit security clearance, confirmed via a background credit check, is required for this position.

The statements contained in this document are intended to describe the general nature and level of work being performed by a colleague assigned to this description. They are not intended to constitute a comprehensive list of functions, duties, or local variances. Management retains the discretion to add or to change the duties of the position at any time.