Manager, Claims Contact Center

As a dedicated Manager, Claims Contact Center, you will lead a team manage a team of Claims Contact Center representatives who serve as the initial point of contact for members/customers reporting First Notice of Loss (FNOL) for auto and property claims. Oversee the effective, efficient, and timely response to inquiries regarding the claims process and status of existing claims. Drive execution of operational risk management, regulatory compliance training, policies, and procedures by ensuring active oversight and monitoring of accurate and compliant loss reporting methodology. Responsible for the day-to-day management of 24x7 contact center operations by ensuring employee adherence to schedule, monitoring, coaching, and improving Contact Center metric performance. Adjust schedule activity in coordination with Workforce Planning to enhance resource utilization and optimize availability to members. Proactively find opportunities and recommend potential solutions to improve the operational efficiency and effectiveness of the Claims Contact Center and improve the member experience. Inspect and review quality of loss reports for accuracy and provide feedback and training to employees as appropriate. Proactively handle issues regarding the reporting of new claims or inquires on existing claims and make appropriate decisions based on the policy. Develop employees through regular coaching and feedback to deliver business results. Facilitate and guide employees through continuous skill development in support of career progression to Auto/Property Claims Adjuster roles. Collaborate with key partners to improve the contact center experience. Build, develop, and lead a team of contact center representatives through ongoing execution of recruiting, development, retention, coaching and support, performance management, and managerial activities. Ensure risks associated with business activities are efficiently identified, measured, supervised, and controlled in accordance with risk and compliance policies and procedures.