| Company profile |
| About Unitrin Direct Auto Insurance
Unitrin Direct is a proud member of the Unitrin family of insurance companies, headquartered in Chicago with more than 6 million policyholders, $9 billion in assets, and 75 years of experience. Unitrin Direct has an "A" (excellent) rating from A.M. Best, a leading provider of ratings and financial information for the global insurance industry. The Right Savings and The Right Service |
| Job details | |
| Job industry : | ITES/BPO/Operations/Customer Service/Telecalling |
| Job segment : | Cust. Service -(Non Technical) |
| Job role : | Asst. Mgr / Mgr -(NonTechnical) |
| Position vacant : | Customer Service Manager |
| Job location : | Vista, California |
| Job details | |
| Company name : | Unitrin Direct |
| Minimum experience : | 5 years |
| Maximum experience : | 30 years |
| Job type : | Permanent |
| Gross pay : | Negotiable for the right candidate |
| Job posted : | Jan 04, 2007 |
| Job view count : | 609 |
| Job description | |
| Job description: | POSITION SUMMARY:
Under general supervision responsible and accountable for achieving annual Service goals, leading, developing, motivating, and evaluating call center employees to achieve targeted performance. Responsible for monitoring and analyzing call statistics, reporting on statistics in relation to Call center goals, and making necessary adjustments to reach service goals by maximizing efficiency and profitability. ESSENTIAL JOB FUNCTIONS: 1. Responsible for developing operating goals and objectives for the unit in support of corporate targets. 2. Responsible for being an effective call center leader through their own personal actions and leadership that enhances operations and achieves revenue expectations, while at the same time demonstrating the customer orientation that supports our company brand. 3. Leader of all Service personnel including responsibility for hiring, firing, performance evaluation, training, coaching, team and talent development, work allocation, and problem resolution. 4. Assists in the annual budget planning process, regularly monitors expenditures, and is responsible for meeting expense targets. 5. Analyzes and appraises the effectiveness of service procedures, costs, and results. 6. Responds to inquiries and researches and resolves problems related to transactions handled by the unit; serves as liaison with other constituencies in the resolution of day-to-day administrative and operational issues. 7. Assist all training initiatives within the service team and responsible for overall development of the call center staff. ATTRIBUTES: Integrity Maintains confidentiality. Reveres accuracy and timeliness in financial reporting. Deals with others in a straightforward and honest manner. Accepts accountability for actions and decisions. Supports Unitrin Direct values. Self-Motivated - Takes independent action to solve problems and generate new ideas. Seeks responsibility and takes on tough assignments to improve skills. Practices self-development to keep knowledge and skills in line with company and industry job related standards. Meets commitments, accepts accountability and meets attendance/punctuality requirements Analytical - Recognizes areas of opportunity, systematically gathers information, sorts through complex issues to address route cause of issues and makes timely decisions. Understands the difference between critical details and unimportant facts. Can make difficult decisions and uses consensus when appropriate. Organized - Maintains a clean and functional workspace, effectively manages distractions and interruptions. Works systematically and efficiently. Is attentive to detail and accuracy. Balances short and long-term goals and keeps own work aligned with overall office and company goals. Collaborative - Values the differences in others. Speaks and writes professionally and is appropriately diplomatic in all communications. Builds intra/inter-department relationships to achieve common company goals and objectives. Welcomes newcomers and promotes a team atmosphere. Leadership - Recognizes and supports opportunities to improve. Maximizes contributions of team members by understanding their strengths and interests. Creates a common vision that embodies UDIs values and goals. Models desired behaviors and fosters collaboration by building trust, developing competence, assigning critical tasks and offering support. EDUCATION/EXPERIENCE REQUIREMENTS: 1. Bachelors Degree with a major in business or management required or a minimum 5 years experience directly related to the specified job responsibilities. 2. Prior management experience in a direct-to-consumer call center environment preferred. 3. Demonstrated knowledge of the insurance industry preferred. 4. Must have outstanding verbal and written communication skills as well as leadership and interpersonal skills with the ability to multi-task in a customer based environment. 5. Proficiency in Microsoft Excel, Word, and PowerPoint are essential. KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED: 1. Ability to communicate effectively, both orally and in writing. 2. Knowledge of cost analysis techniques. 3. Ability to foster a cooperative work environment. 4. Employee development and performance management skills. 5. Skill in examining and re-engineering operations and procedures, formulating policy, and developing and implementing new strategies and procedures. 6. Strong interpersonal and communication skills and the ability to work effectively with a wide range of constituencies in a diverse community. 7. Ability to analyze and solve problems. 8. Ability to supervise and train staff, including organizing, prioritizing, and scheduling work assignments. 9. Skill in budget preparation and fiscal management. 10. Ability to develop, plan, and implement short and long-range goals. 11. Ability to plan, organize, and implement a range of customer service programs and/or events. 12. Ability to coordinate and organize meetings and/or special events. PHYSICAL REQUIREMENTS: Position requires extensive use of keyboard involving repetitive motions with fingers, sitting for prolonged periods of time, and extensive use of telephone and face-to-face communication that requires accurate perception of speech and hearing. This position requires close vision, distant vision, and the ability to adjust focus. There is moderate noise in the work environment. The above statements are intended to describe the general nature and level of work being performed. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. The incumbent must have the abilities or aptitudes to perform each essential function properly. Unitrin Direct is a dynamic work environment where positions evolve and change. Therefore, Unitrin Direct reserves the right to modify, delete, or add job duties, responsibilities and skills that are stated in this job description at any time. |
| How to apply : | Register to view |
| Third party mediation allowed : | No |
| Telecommute : | No |
| This job is expired. | ||||
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