Position Summary

Supervises the TelePlus Agents in receiving and processing of new loss reports; assures quality and service standards meet established department goals.

Trains, directs, and evaluates TelePlus Claim Intake Representatives. Annually assesses their proficiency Oversees and enforces company policies and claim intake procedures.

Maintains staff morale. Looks for areas to improve efficiency.

Responsibilities

• Manages TelePlus Representatives and the standard TelePlus Call Center operations.
• Establishes and communicates performance standards and objectives, conducts performance appraisals timely.
• Provides continuous feedback on performance to team members and implements corrective action when needed.
• Administers and recommends salary increases when merited.
• Monitor and maintain administrative documents and attendance.
• Manages responses to escalated issues and calls.
• Evaluates and determines staffing needs based on Call Center Activity.
• Manages the recruiting process, including hiring and training, for the TelePlus Claim Intake Units.
• Leads and motivates staff to meet and exceed customer service, productivity and quality standards.
• Monitors phone activity, service levels, productivity and quality goals.
• Establish shift / schedule changes when necessary based on the business needs.
• Work closely with peers to foster open communication and consistency among units.
• Develops and implements call center efficiencies to improve productivity.
• Assists with testing of new programs and client specific requests to ensure instructions within call script are accurate and user friendly.

Requests revisions when appropriate.

• Identifies systems issues and assists in resolution process.
• Administers and upholds Crawford Personnel Procedures
• Keeps manager informed verbally and in writing of activities and problems within assigned area of responsibility; refers matters beyond limits of authority to manager.
• Participates in special projects and performs other duties as requested

Requirements

• Education equivalent to graduation from college or an equivalent combination of education and experience.
• Previous Call Center experience supervising or leading a team, preferably in an insurance claims setting.
• Demonstrates a thorough knowledge of computer entry.
• Has ability to plan and supervise the work of others, coaching and developing their skills.

About Us

Broadspire (), a leading international third party administrator, provides risk management solutions designed to help clients improve their financial results.

Broadspire offers casualty claim and medical management services to assist large organizations in achieving their unique goals, increasing employee productivity and reducing the cost of risk through professional expertise, technology and data analytics.

As a Crawford Company, Broadspire is based Atlanta, Ga., with 85 locations throughout the United States. Services are offered by Crawford & Company under the Broadspire brand in Europe (), including the United Kingdom ().

In addition to a competitive salary, Crawford offers you :

• Career advancement potential locally, nationally and internationally. Crawford & Company has more than 700 locations in 70 countries;
• On-going training opportunities through every stage of your career

Last updated : 2024-03-23