What are the responsibilities and job description for the Production Team Manager position at WARRANTY PROCESSING INC?
Team Manager
Role Summary
The Team Manager is responsible for leading, developing, and mentoring a team of Warranty Administrators to ensure all operational and customer service goals are consistently met. This role is crucial for optimizing our claims processes, maintaining strong relationships with our dealers, and driving team performance to meet key targets. The Team Manager reports directly to the Director of Operations.
Key Responsibilities
Team Leadership & Development:
- Oversee staffing for their team's needs, under the direction of the Operations Director.
- Manage and approve employee time cards and time-off requests.
- Conduct regular team training and skill development sessions to improve efficiency and customer service quality.
- Perform routine performance reviews and provide ongoing coaching and feedback to team members.
Operational Management & Process Improvement:
- Oversee and delegate customer service tickets to the team, ensuring proactive communications with dealers are initiated.
- Implement and refine processes to drive continuous improvement in claims processing and customer support.
- Conduct regular account overviews to monitor progress and ensure the team meets all targets.
Performance Metrics & Accountability:
- Throughput: Ensure the team meets its claims-completed percentage targets of equal to or greater than 88%.
- Aging Claims: Monitor and reduce the number of repair orders (ROs) that are two days and over to less than 1%.
- Customer Service Tickets: Maintain a first response time of less than 12 hours.
- Resolution Time: Ensure customer service tickets are resolved in an average of 60 hours or less.
- Dealer Assistance: Guarantee dealer assistance request tickets have a next response time of 12 hours or less.
Qualifications:
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Qualifications
- Proven experience in a leadership or management role, preferably within a claims processing, warranty, or customer service environment.
- Strong understanding of performance metrics and data analysis.
- Excellent communication and interpersonal skills.
- Demonstrated ability to coach, train, and motivate a team.
Salary : $57,000 - $70,000