Allianz Partners Job - 43873321 | CareerArc
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Company: Allianz Partners
Location: Richmond, VA
Career Level: Associate
Industries: Banking, Insurance, Financial Services

Description

JOB FUNCTIONS

  • Coach a team of inbound customer service associates on standard policies, procedures, and best practices.
  • Support escalations.
  • Complete payroll and track attendance.
  • Support associate questions.
  • Conduct focus sessions.
  • Manage performance of the team.
  • Organize activities in support of team engagement.
  • Monitor calls.
  • Regular, predictable, reliable attendance is an essential function of this position.
  • Associate's degree in related field or combination of relevant education and work experience.
  • Three years' experience in a customer-focused call center environment.
  • Two years' management experience.

May perform other duties as assigned
• Payroll
• Attendance tracking
• Notification / IT tickets
• Associate questions / floor support
• Associate focus sessions (2 per associate per month)
• Disciplinary actions (verbal, written, final)
• Performance reviews (quarterly, annual)
• ACE Awards
• Weekend support (on-site)
• MAC forms
• PTO management
• Monthly incentive conversations
• Team engagement
• Submit REQs/PAFs
• Terminations / transfers / promotions
• Facilitate case management meetings (Assistance)
• Escalations (customer)
• Monitor CMS (team)
• Inventory execution
• Monitors (Assistance)
• Internal calibration

MINIMUM QUALIFICATIONS
• Associate's degree in related field or combination of relevant education and work experience.
• Three (3) years experience in a customer-focused call center environment.
• Two (2) years management experience.


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