JOB DESCRIPTION

The Phone Team Supervisor will, in partnership with the leadership team, manage the daily operations of the Agency Services phone team. Work directly with Operations Leadership Team to continually enhance and develop the staff's customer service skills while creating efficiencies to improve service and productivity. Provide recommendations to Operations Management on process improvements and staffing allocations. Provide leadership and guidance to further develop the knowledge, productivity, and customer service skills of the staff. Manage and coordinate Masterpiece/PLS/cross-function training.

Responsibilities include:

• Assist in the development and implementation of branch strategies, goals and objectives in support of Personal Risk Services profitability and growth initiatives.
• Manage the performance process for all staff members, including the delivery of feedback, and creating/disseminating goals and reviews in a timely manner
• Work in conjunction with department manager and leaders to determine operational costs, assisting with the implementation and monitoring of staffing and expenses.
• Forecasting and planning for future needs by developing/analyzing reports and making recommendations to implement best practices, process improvements, and staffing allocations
• Work directly with all Supervisors, Leadership team, Underwriters and Marketing to establish and continually improve upon the delivery of support services.
• Provide technical expertise regarding specific questions, issues, or projects. Guide the development and implementation of solutions/improvements and effectively removes obstacles.
• Initiate proposals to management regarding the improvement in the quality and/or efficiency of the functions performed within the department.
• Provide leadership, development, and coaching, and serve as a role model for the staff. Promote creativity and innovation.
• Provide vision, direction, and establish goals and development plans. Administer performance reviews for direct reports and provide ongoing feedback regarding performance.
• Responsible for responding to and implementing workflows to ad hoc requests for information from all business partners (underwriting/marketing), special projects, and assisting other units.
• Evaluating current service standards, metrics, and processes and implementing enhancements accordingly

QUALIFICATIONS

**Competency

ABOUT US

Chubb is a world leader in insurance. With operations in 54 countries, Chubb provides commercial and personal property and casualty insurance, personal accident and supplemental health insurance, reinsurance, and life insurance to a diverse group of clients. The company is distinguished by its extensive product and service offerings, broad distribution capabilities, exceptional financial strength, underwriting excellence, superior claims handling expertise and local operations globally.

At Chubb, we are committed to equal employment opportunity and compliance with all laws and regulations pertaining to it. Our policy is to provide employment, training, compensation, promotion, and other conditions or opportunities of employment, without regard to race, color, religious creed, sex, gender, gender identity, gender expression, sexual orientation, marital status, national origin, ancestry, mental and physical disability, medical condition, genetic information, military and veteran status, age, and pregnancy or any other characteristic protected by law. Performance and qualifications are the only basis upon which we hire, assign, promote, compensate, develop and retain employees. Chubb prohibits all unlawful discrimination, harassment and retaliation against any individual who reports discrimination or harassment.**

Equal Opportunity Employer - minorities/females/veterans/individuals with disabilities/sexual orientation/gender identity