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Form of workAre you looking for a great team environment? Southern Farm Bureau Casualty Insurance Company is currently seeking a Operations Manager, Customer Service Center. Relocation to Ridgeland, MS is not required but preferred.
Southern Farm Bureau is a great company and an excellent place to work. The Company offers a family-oriented work environment, work-life balance and a rich benefit package which includes paid time off, company matched 401(k), pension/retirement, medical, dental, vision, group life, accidental death and dismemberment, employee assistant program, a continued education program, and a hybrid home/office work schedule.
Essential Responsibilities:
- Maintain proper staffing levels of Policy Service Representatives, Customer Service Representatives, and Supervisors.
- Assist Training Manager in the development of training programs for new hires and the continuing development needs of employees.
- Develop strategies and maintain up-to-date procedures related to all customer interactions via phone, email, chat. Maintain a proficient understanding and use of all phone system and customer interaction platforms, and reporting platforms..
- Develop strategies to handle customer interactions and proper routing of interactions related to claim reporting, claim status, and any other policy related inquiries.
Oversee and assist management in carrying out quality control functions as prescribed: including identifying trends and offering corrective measures and completing an analysis of various quality control reports and management reports.
- Advise and make recommendations related to all customer service strategies.
- Provide for the proper training and development of the CSR Supervisor as respects to current program assignments.
- Enterprise Risk Management (ERM) risk ownership responsibilities to be conducted as assigned.
Additional Responsibilities:
- Other duties and responsibilities as assigned
- Regular and predictable attendance is required
