Supervisor - Operations Jobs

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The Supervisor of Operations is responsible for administration of the Operational Unit within Customer Service. Responsible for ensuring that all departmental functions are completed promptly, thoroughly, professionally, and accurately. Providers work leadership, assistance, and training to those supervised. Assists in the achievement of departmental goals.

Responsibilities

• Creates and implements programs to enhance the level of service provided to customers.
• Maintains department standards to ensure optimal customer support.
• Serves as the next level contact for problems/issues that staff cannot resolve.
• Ensures that all inquiries and follow-up are handled in a professional, accurate, prompt and courteous manner.
• Provides technical expertise related to job unit function.
• Ensures that department systems and supports are operational.
• Encourages the professional progression of staff through Performance Management, coaching and counseling.
• Evaluates effectiveness and efficiency of operational areas and takes action t reallocate resources as necessary.
• Coordinates departmental functions with all internal and external contacts.
• Schedules, trains, and organizes personnel to accommodate immediate and anticipated workflow volumes.
• Selects, develops, appraises, and recommends compensation for subordinates. Interviews and makes recommendations for hires and promotions.
• Communicates, implements, and interprets corporate and departmental policies and procedures.
• Performs all other appropriate responsibilities and duties as assigned.
• Provides subordinates with ongoing feedback, coaching, and counseling on performance for achievement of all benchmarks.
• Compiles and prepares required data for report information pertaining to unit.
• Establishes appropriate goals and performance standards and makes recommendations for career path of staff.
• Supervises and implements departmental functions, policies and procedures with all internal and external contacts.

Qualifications

Education

• Undergraduate degree is preferred plus a minimum of one (1) year of relevant experience.

Experience

(5) years of related insurance operations experience. The incumbent must possess tact, diplomacy, and professionalism to effectively handle all internal and external issues.
Demonstrated time management skills.

Knowledge, Skills, and Abilities

• Excellent oral and written communication skills, as well as ability to carry out assignments with minimal guidance.
• Analytical ability to identify and resolve staff and customer problems
• 10% travel required to vendor sites.
• Call center is open from 8:00am-9:00pm, must have flexibility, as business needs will dictate the shift hours (ex: possibility of 1:00pm-9:00pm shift).
• Must have the ability to manage organize, plan and provide leadership to staff. Ability to develop and motivate staff to facilitate professional growth.
• Must be able to prioritize work in an environment that changes frequently. Demonstrated time management skills.
• Ability to work from home, which includes high speed wi-fi capability of at least 400 Mbps and a quiet, confidential workspace.
• Exposure to an operations services environment is highly recommended.

Independence has implemented a “Hybrid of Choice” model which provides our associates with the flexibility to choose whether to work remotely, work in the office every day, or work in the office on certain days at their discretion. However, management may require our associates to work from Independence’s physical office locations on certain occasions. This role is designated as a role that fits into the “Hybrid of Choice” model. While associates may work remotely, the work must be performed in the Tri-State Area of Delaware, New Jersey, or Pennsylvania