Supv, Teleunderwriting - Sr.- Lees Summit, MO req53620 in Lee's Summit, MO at Quest Diagnostics

Date Posted: 11/27/2020

Job Snapshot

Job Description

Supv, Teleunderwriting - Sr.- Lees Summit, Missouri - Monday-Friday

Job Summary:

Manage and direct all aspects of Teleunderwriting operations. Implement and review relevant processes, policies, and standard operating procedures. Accountable for ensuring the highest level of service is provided to customers. Responsible for increasing production, reduction in quality issues.  Oversee execution of customer satisfaction survey process, client communications, and monitoring call queue.  This position plays a key role in reducing employee attrition. 

Duties and Responsibilities:

•         Leads by example in demonstrating “gold standards” behaviors

•         Responsible for the supervision, coaching, monitoring, training, reviewing, performance management of assigned staff.

•         Produces and presents to the Manager of Teleunderwriting reports of production, quality, attendance and backlog and service time.

•         Develops, maintains and administers workflow and support systems to produce a timely, high quality and cost effective product/services.  This includes conducting workflow analysis, recommending changes and implementing adjustments.

•         Acts as a contact for customer needs and product requirements.  Provides assistance in customer presentations and discussions.  Represents a shared customer and business vision with respect to future direction and planning for the product/service.

•         Consolidates requests and ideas from within the business unit so that a single unified direction can be communicated into development.  Assigns and manages priorities for all requests and projects.

•         Partners with other departments within operations to establish relationships and problem solving processes that are seamless to the external customer.

•         Oversees the on-boarding of new employees to ensure smooth transition and favorable assimilation from training and development.

•         Develop strategies for addressing chronic service failures to facilitate permanent resolution

•         Ensures compliance with the established quality standards and actively participates in monitoring corrective action and its effectiveness

•         Coordinates business unit customer satisfaction survey process.

•         Responsible for deployment of client communications.

•         Ensure department compliance with all company policies and government regulations.

•         Monitor department expenses and keep spending in line with budget.

•         Develop and execute action plans in order to achieve corporate and local goals and objectives.

Qualifications:

Education Preferred:   BA / BS or equivalent experience.

Work Experience:        5 years professional experience in leadership role in a customer service environment

Other:

•              Demonstrated success in developing and motivating team members to reach objectives.

•              Broad understanding of the Teleunderwriting services and its requirements.

•              Excellent interpersonal, customer service and oral communication skills, including the ability to communicate complex issues clearly and concisely.

•              Development of problem trending management reports used in conjunction with business unit continuous improvement efforts.

•              Accurate analysis of process failures and recommendation of corrective action for problem trends, including development of analytical tools for same.

•              Development of client education and communication materials.

•              Performance management of department and direct reports.

•              Strong influencing skills.

•              Building Effective Teams

•              Customer Focus

•              Strong Decision Quality

•              Timely Decision Making

•              Interpersonal Savvy

•              Managing and Measuring Work

•              Organizational Agility

•              Process Management

•              Problem Solving

•              Innovation

•              Proficient desktop skills including Excel, Word, ACCESS, Internet etc. 

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