Mass Tort Intake Specialist Supervisor

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Mass Tort Intake Specialist Supervisor
Responsibilities: Thorough knowledge of call center / intake operations including staffing, technology and service levels. Responsible for the total member experience through teaching, coaching, and technical development. Works collaboratively with the Department Manager and provide management direction in his/her absence. Responsible for reporting data and analyzing business trends(Analytics). Foster a team environment for growth and collaborative work environment. Ability to perform all Call Center duties and functions and identify system & process gaps to drive improvements. Identify and communicates responsibilities and practices to the team members. Promote a successful attitude, confidence, & passion for customer service. Support the implementation of company programs, procedures, and practices. Continuously challenge and inspire employees to achieve business results. Oversee training and development of employees. Managed and make effective staffing decisions. Conduct and complete performance reviews. Provides coaching, direction, and leadership to support to employees in order to achieve department, company and customer results.. Establish and maintain visibility within the department. Monitor operational statistics, report on trends, variances, and issues, and takes appropriate action.

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