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Chubb Recreational Marine Operations Supervisor - 335601 in St. Charles, Missouri

Recreational Marine Operations SupervisorBASIC JOB FUNCTIONSReporting to the Operations Manager this position will Supervise the staff and ensure productivity, quality and customer satisfaction Service Levels are met. The role will help ensure the highest levels of service are delivered including assisting in the recruiting, hiring and training staff. The supervisor will partner with Manager and Team Specialist to consistently review customer experience and identify opportunities for process and efficiency improvements. Included in this role are formal leadership responsibilities having direct reports, and expectations for the success of the unit and quality of their work.Shift hours: Flexible: Between 7:30-9am to 4-6PM Central MAJOR DUTIES/RESPONSIBILITIES OF THE JOB: Supervise a staff of between 15-30 (depending on season) comprised of both Chubb and Contingent employeesDeliver a level of customer service and responsiveness that differentiates Chubb from its competitors and continuously improves the agent, insured and employee experienceDirect staff in the achievement of the customer experience, service level and first resolution targets as well as identifying and planning for areas of improvement or developmentMonitor random calls and communications to enhance quality, minimize errors and track performanceManage the processes and workflow to include: processing efficiency, technical direction, staff development, quality assurance and metricsLeverage and deliver reporting and analytics to understand trends and opportunities for improvements Coordinate with Manager to ensure appropriate resource allocationIdentify opportunities to apply and leverage technology to maximize workflow efficiencies and staff capabilitiesInfluence staff and partners through collaboration and partnerships with peers and counterparts within and outside the locationIdentify potential new services and assist with the cost benefit analysis and implementation plan as warrantedHandle and resolve complex escalated customer issues and concernsGENERAL/DAILY DUTIES/RESPONSIBILITIES OF THE JOB: Approve timecardsAssign workForward RUSHESPresent monthly 1:1sReview QC and update IPRCoordinate schedule of training with Technical SpecialistReview and track PTOPrepare and present Mid-year and annual evaluationsPrepare and distribute Daily production metrics to LeadershipMonitor SLA report to identify transactions approaching SLAHost Monthly Phone Quality trend and consistency meetingHost Monthly team meetingsPrepare Phone late night scheduleDistribute voicemail messages to Phone teamFulfill ORCA resets requestsCoordinate onboarding of new hiresEqual Opportunity Employerminorities/females/veterans/individuals with disabilities/sexual orientation/gender identity