Team Leader Customer Contact Center

Team Leader Customer Contact Center Location Hybrid remote in Harrisburg, PA :

Penn National Insurance has a great opportunity for a Team Leader in our Customer Contact Center! This is a hybrid position reporting to the Harrisburg, PA home office!

The Team Leader coordinates the activities of and supervises Customer Service personnel within a call center environment. This position oversees the resources, processes, and technology related to the handling of customer service inquires and requests.

COMPETENCIES AND ESSENTIAL DUTIES OF THE TEAM LEADER - CUSTOMER CONTACT CENTER

Team Building

• Plan, organizes, staffs and leads the work activities of the Customer Contact Center and develop the technical and interpersonal skills of each staff member.
• Provides advice and assistance to internal personnel, agents, policyholders, and operating areas to help them understand and support call center processes and the business functions supported.
Establishes and maintains effective two-way communication between his/her staff, policyholders, members of Penn National Insurance's agency plant and corporate operating areas.

Problem Solving

• Involves a high degree of daily operation discretion and independence, consistent with established policies and procedures.
• Analyzes types of inquiries /requests coming into the Customer Contact Center and adjusts call center processes and staffing accordingly.
Lead and promote continuous improvement processes.

Managing Performance

• Leading and ensuring the Customer Contact Center continually meets service levels in place for handling internal/external inquiries coming into the call center via telephone, fax, e-mail or website.
• Plans and manages call center phone schedules, work at home schedules and shift schedules. Utilizes statistical reporting and call tracking mechanisms for quality and quantity monitoring, administration of customer satisfaction programs and oversee call center technology deployed with the Customer Contact Center.
• Monitors entry of data into call tracking system to ensure timely follow-up with customers.
• Includes a comprehensive working knowledge of a variety of mainframe, client-server and web-based insurance systems and processes, as well as call center technology.
• Through various quality monitoring programs, ensures that staff is adhering to call scripting, providing uniform correct information to customer and processing request in a timely manner.
• Plans and manages employee workloads to meet service levels, including monitoring of staffing levels as well as the volume and wait-time of incoming inquiries and requests.
• Accumulates, evaluates and manages call center performance metrics.
• Continually monitors and improves call center workflow, processes and technology utilized to meet quality and quantity service standards in place
• Monitor and track productivity and performance metrics.
• Employee coaching, mentoring and skills development, including customer service skill training.
• Conducts interviews and works with Management in the hiring and performance management process for Customer Contact Center.
Conduct performance evaluations.

Conflict Resolution

• Analyzes and resolves the most complex problem referrals and escalations from staff member and/or customers.
Addresses and responds to complaints made by customers involving call center operations and the business functions supported.

Action Oriented

• Responsible for providing prompt and professional customer service to internal personnel, agents and policyholders and will assist in handling front-line inquiries and requests from phone calls.
• Manages formal customer satisfaction programs in place to gauge levels of service related to the Customer Contact Center.
• Ensures that the technology infrastructure supporting the Customer Contact Center (i.e. IVR Applications, ACD, telephone products, call tracking, etc) is functioning effectively. This includes all applications used by the CCC.
• Serves on cross-functional teams and special projects that involve systems and/or processes affecting the manner in which service is provided to external customer.
Oversee Technology deployed within the call center as well as keep abreast of technology trends.

Performs various projects requested or assigned by the Manager Customer Contact Center

CORPORATE CORE COMPETENCIES OF THE TEAM LEADER - CUSTOMER CONTACT CENTER

Effectively Communicates and Connects

• Articulates information clearly, explaining complex information effectively and confidently in presentations to team members.
• Influences team members on key topics by presenting compelling rationale and persuasive arguments.
• Negotiates effectively to get the best outcome for all.
• Provides feedback to team members.
• Encourages team members to provide feedback.
Builds and sustains positive relationships with colleagues and team members.

Customer Focused

• Anticipates current and prospective customer needs, preference trends, and patterns.
• Develops long-term relationships with customers by developing trust through managing expectations and treating customer requests as priority.
• Responds quickly and creates high quality solutions for complex customer needs.
• Builds metrics and operational goals to measure and define superior customer experiences.
Seeks to understand the customer to deliver on superior customer experience.

Talent Development Mindset

• Discuss and recommend meaningful opportunities to further technical and professional development of team members.
• Actively seek and act on opportunities to recognize team members for high performance.
• Discuss with team members their expected contribution and how their work fits into the bigger picture.
Invests time and effort to mentor team members.

Demonstrates Adaptability

• Considers how different approaches to an existing process or method might be better, trying together seemingly disconnected information and transforming processes for better efficiency and efficacy.
• Generates well-formed ideas that have the potential to provide effective alternative methods of working for self and the team.
• Takes an active, supportive role in change initiatives, and develops and suggests implementation plans for leading others through change.
Ensures project targets are consistently met by addressing challenges and overcoming obstacles while also eliminating low value or no value work.

Demonstrates Accountability

• Collaborates to make decisions effectively for own and other's work, standing by them if challenged and taking responsibility for outcomes.
• Demonstrates accountability by always being available to the team and delivering on commitments on time, guiding others to do the same.
Sets expectations and priorities, allowing team members to meet objectives and operated effectively.

SPECIAL RELATIONSHIPS OF THE TEAM LEADER - CUSTOMER CONTACT CENTER

• Interacts with all levels of internal staff.
Establishes and maintains effective two-way communications between staff, policyholders, members of Penn National Insurance's agency plant and corporate operating areas.

QUALIFICATIONS OF THE TEAM LEADER - CUSTOMER CONTACT CENTER

Education/Credentials

• An Associate's degree, preferably in business administration, and/or equivalent work experience in customer service/ call center, billing, rating, claims, insurance systems preferably within the insurance industry is required
Completion of continuing education courses, such as IIA, is desired

Experience

Must possess a minimum of 5 years progressively responsible customer service experience and analyzing moderately complex business and system processes is essential. Basic knowledge of call center technology and application

Technical/Professional Knowledge

• Ability to communicate effectively and professionally, both orally and written
• Ability to lead and coach within a team-oriented, fast-paced, customer-focused, call-center environment
• Thorough knowledge of call center technology
Strong organizational and PC skills

JOB REQUIREMENTS (as required by ADA - Americans with Disabilities Act)

• This position is primarily a sedentary position that requires occasional standing and walking throughout the office environment.
• Must be able to see and effectively use a computer monitor.
• Must be able to operate a computer, keyboard and applicable printers and other general office equipment.
• Must be able to access and enter information accurately using automated systems.
• Must be able to hear and communicate via the telephone and/or monitoring devices to both internal and external clients.
• Must be able to present information to individuals and groups.
• Must be able to interpret and apply concepts that may or may not be based upon established guidelines.
Must be able to maintain acceptable attendance and adhere to scheduled work hours.

Only candidates from the following states will be considered for employment with Penn National Insurance: Alabama, Delaware, Iowa, Maryland, Minnesota, North Carolina, New Jersey, Pennsylvania, South Carolina, Tennessee, Virginia, Wisconsin.

Why Penn National Insurance

A career with Penn National Insurance offers a total rewards package that makes us a regional employer of choice. When you are part of the Penn National Insurance family, we want you to feel secure in:

Your Career: We offer a comprehensive benefit and compensation package including a generous 401k match, graded profit sharing, recognition programs, and incentive compensation. Additionally, Penn National Insurance company policy provides for remote access, flex-scheduling, and a dress-for-your-day dress code.

Your Employer: Penn National Insurance celebrated its 100th anniversary in 2019. With the one billion dollar direct written premium threshold in sight, the company is utilizing innovation solutions and analytic insights to grow its share of the small commercial and middle market business, as well as personal lines. Our proud tradition of adhering to a relationship-driven business model, and our ability to adapt to changes over time reinforce our reliability and strength.

Your Community: The Company and our employees donate more than half a million dollars annually to fund enrichment programing throughout the communities we serve. Our United Way campaign raised an additional three hundred fifty thousand last year. We are also taking real steps to decrease our environmental impact. We have added bicycle accommodations, enhanced energy efficiency, introduced water conservation measures, and implemented cool-roof technology.

Your Future: We create a rewarding career path and enable long-term retention by offering enhanced benefits around continuing education and professional development. The average employee tenure at Penn National Insurance is 14 years!

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, creed, affectional and sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law . Consistent with the Americans with Disabilities Act (ADA) and EEOC guidance, it is the policy of Pennsylvania National Insurance to provide reasonable accommodations to qualified individuals with disabilities in all aspects of the employment process. If you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employee selection process, please direct your inquiries to a HR Business Partner via telephone at 800-368-4764, or through email, [email protected] .