Under general direction will serve as the technical and service expert regarding escalated department specific and service related issues. They are responsible for technical troubleshooting and resolution of complex inquiries (internal and external). They will work to resolve issues, help drive production and provide departmental oversight to daily, weekly and monthly departmental performance results.

Key Responsibilities 

• Provides leadership, guidance, communication and training to new and existing members of CTA. 
• Builds strong relationships with management and peers to establish best practices and define business requirements. 
• Coordinates the distribution and allocation and of work among employees. Prepares the schedule and makes intraday adjustments to the schedule, when necessary.
• Applies in-depth department knowledge and leadership skills to identify and strengthen the quality of work. Guides co-workers through procedural changes and the resolution of complex situations.     
• Identifies trends, gaps, and process improvements utilizing analysis and monitoring information provided by Department Manager. 
• Maintains a high level of accuracy in the completion of the daily workload, documentation, special assignments, projects and training. 
• Participates in and/or leads projects either formally or informally, providing subject matter expertise, as well as coordinating the testing and implementation of various projects. 
• Learns the measurement system (key metrics) and understands how certain metrics impact productivity levels. 
• Meets with management team to target opportunities for performance improvement and morale building. 
• Assists with the onboarding and managing of college and summer interns, ensuring their inclusion, coordinating/providing their training, and maximizing their production. 
• In-office at least 4 days per week.  Acts as visible presence on the floor for questions and issues. Assumes responsibility for the department when other Team Managers are unavailable.  
• Acts as a positive influence and drives the concept of teamwork through every day actions.

Success Metrics 

• Employee must maintain a satisfactory level of quality in productivity and support of CTA’s responsibilities.  
• Various CTA production reports will be utilized to measure productivity, quality, procedure adherence, behaviors, etc. to ensure that the incumbent is successful. 
• Employee must demonstrate competencies as defined in this job description. 

Nature of Business Contacts Required 

• Incumbent must successfully interact with both internal and external customers including policyholders, agents, vendors, and claimants; regular contact with Service Desk, Branch Claim Offices, Operations, Underwriting, and Financial departments.

Computer software program required

• Microsoft office suite - advanced
• Internet/Intranet knowledge

Training and Education required

• Associates degree - desirable
• Bachelors degree strongly preferred plus 1+ year experience
• Related customer service work experience