NYCM Insurance · 1 hour ago
Operations Supervisor (Customer Service - Hybrid)
Edmeston, New York, United States
Full-time
Hybrid
Entry, Mid Level
$52K/yr - $81K/yr
2+ years expNYCM Insurance is seeking an Operations Supervisor to lead and supervise a team in their customer service department. The role involves managing workforce operations, ensuring adherence to policies, and developing staff through training and coaching.
Financial ServicesReal Estate
Responsibilities
Accomplish department objectives through staff supervision, and organizing/monitoring work processes, ensuring that employees understand their duties and delegated tasks
Monitor employee performance and provide clear and regular feedback and coaching
Maintain staff by recruiting, selecting, orienting, and training employees and developing professional growth opportunities
Provide coaching and mentoring to assist with career path development
Document performance feedback and other personnel matters
Ensure adherence to company policies and procedures and undertake disciplinary actions if the need arises
Knowledge of leave policies and coordinating with HR
Set and approve employee’s work schedule and shift
Verify and approve timekeeping records and consult employees about any discrepancies
Develop and monitor divisional training, practices, and procedures
Review reports pertaining to activities such production, staffing, forecasting, performance, budgets, and other departmental and company reports
Develop and maintain communications between all call center locations
Assist and mentor team with difficult or complex problems and escalated complaints or dispute resolutions
Organize staff between all locations
Assist with call center day-to-day management
Interpret and communicate work procedures and company policies to staff
Assist in training and instructing employees in job duties and company policies or arrange for training to be provided
Review and approve security requests
Other duties as assigned
Qualification
Required
High School Diploma
2 years' service field supervisory experience
Thorough working knowledge of a call center environment and scheduling hours
Intermediate personal computer skills, including electronic mail, routine database activity, word processing
Strong leadership, decision making, team building and coaching skills
Ability to accept and lead change by example in a collaborative team environment
Ability to delegate
Good analytical, critical thinking, and problem-solving skills
Flexible and comfortable working in a fast pace and sometimes stressful environment
Highly service orientated and committed to customer service and helping people with a positive attitude
Excellent listening and verbal and written communication skills
Company
NYCM Insurance
NYCM Insurance is a property and casualty insurance carrier that has been providing coverage to residents and businesses in New York since 1899.
501-1000 employees
Funding
Current Stage
Late StageLeadership Team
Cheryl Robinson
Chief Executive Officer
Company data provided by crunchbase