This position will report to the Director of Service Operations. The Service Locating team is responsible for supporting Assurant front line scheduling agents with emergency cases and when in network service providers are unavailable to meet required service level scheduling.
The Supervisor of Service Locating will be responsible for end-to-end case management of each escalation to ensure that client expectations are being met. Your role in this position will be to monitor incoming requests to ensure timely scheduling, making financial decisions, and training team members on current and new processes to support Assurant Protection Plan clients. Key metrics in this position will be team productivity, customer expectations, and service scheduling cost.
Job will be focused on:
Leading- team of advanced scheduling agents, finding alternative solutions to meeting client needs.
Training- developing team members to effectively work with in-network service providers, and leverage out of service network providers to meet client expectation and appropriate business outcomes.
Communication- supporting agents, recruiters, and frontline teams with current successes, new processes, and areas of opportunity.
Performance Analytics- review weekly metrics to ensure client satisfaction, financial results, and staffing requirements to meet current and future business needs.
50% of time will be focused on coaching and developing direct reports on solving advanced scheduling cases. This work would include team alignment, sharing best practices, and developing new processes.
Participates in the development of short- and long-term goals and plans for his or her work group.
Ensures employee understanding and coaching of cost, quality and coverage for goal attainment and job duties/descriptions.
Directly supervises service support agents; coaching, scheduling, training, monitoring calls, and conducting performance reviews.
Communicates approved policies and procedures to subordinates and ensures compliance.
Recommends change to policies and procedures as necessary and may participate in the development and implementation of such changes.
Reviews productivity reports, recognizing the âwhatâ, âhowâ and âwhyâ and coaches to maintain/improve metrics.
Maintains records related to work group performance, attendance, expenditures, and so forth.
Develops positive morale and team atmosphere to enhance employment experience of subordinates and positively impact retention rates.
Assist with the development, implementation and administration of incentive/motivational programs.
20% training new hires and contingent workforce to meet client expectations.
Assists in the development and implementation of inbound scripts, matrixes, and product description materials.
Prepares/helps aid in the preparation of related reports.
May conduct or participate in the analyses and resolution of operational problems.
20% Communications with peers (Conference calls, meetings, and systems improvement requirements).
10% Business analytics, identifying current training opportunities, performance management, and regional gaps in service coverage.
Other duties as assigned
High School Diploma or GED
3 + years Customer Service or Vendor Management experience in the Service Industries, to include: major appliances, consumer electronics, HVAC, lawn & garden, plumbing, electrical, fitness or large tools
4+ yearsâ experience in one or more of the Service Industries, to include: major appliances, consumer electronics, HVAC, lawn & garden, plumbing, electrical, fitness or large tools
1+ yearsâ experience in a supervisory role in one or more of the Service Industries, to include: major appliances, consumer electronics, HVAC, lawn & garden, plumbing, electrical, fitness or large tools