Customer Service Team Leader - 316057
Aon (Philadelphia, Pennsylvania)

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Aon is a global leader in risk management, insurance and reinsurance brokerage, human capital and management consulting, and outsourcing with more than 43,000 employees in 500 offices in more than 120 countries. We integrate customized services, leverage expertise across industries and apply business knowledge to our clients' strategic goals. Aon helps clients anticipate how change intersects with opportunity. Each of our clients has unique business needs, so we have developed expertise for a complete range of business processes, products and industries. Aon’s account and relationship managers form a comprehensive perspective of our clients’ organizations, matching our expertise to their business strategy.

Affinity Insurance Services, a division of Aon, is a full-service insurance broker/administrator specializing in the marketing and administration of insurance programs for Aon’s affinity customer groups. We are the vital link bringing together these groups with underwriting companies. For our customers, we are an advocate, providing competitive products and easily accessible, world-class customer service. For the underwriting company, we provide the marketing and administrative expertise necessary to maximize their policy sales.

 

Currently, we have an exciting career opportunity for a Customer Service Team Leader, HealthCare, Affinity Insurance Services, in our Hatboro, PA office.

DUTIES AND RESPONSIBILITIES:
- Lead, develop, coach and supervise a team of customer service associates within a contact center environment.
- Provide ongoing quality monitoring, coaching and feedback. Review staff performance and set performance standards.
- Conduct special projects in support of department/division goals.
- Ensure department budget goals are met and assist in budget development and analysis.
- Manage activities such as the allocation of phone representatives and call volumes across multiple call groups and teams.
- Develop and manage the distribution of daily, weekly, and monthly business activity reports ensuring quality and productivity are in place while adhering to standards for all processes.
- Manage the flow of phone calls to Customer Service Representatives (CSRs) through telecommunication resources to support service level objectives.
- Monitor and manage intra-day reporting on call volumes activity, productivity, service levels and staff adherence.

SPECIAL SKILLS:
- Pennsylvania Property and Casualty License preferred; otherwise required within 6 months of hire
- Excellent analytical skills, organizational, time management and problem solving skills are essential.
- Excellent PC Skills.
- Excellent oral and written communication skills including the ability to interact effectively with customers, executives, carriers, vendors and department staff.

MINIMUM REQUIRED EXPERIENCE:
A minimum of three years supervisory, management or related experience in a contact center. Prior experience with ACD telephone system. Aspect telephone system experience preferred. Insurance experience (underwriting, claims, etc) required.

MINIMUM EDUCATION:
Some college preferred or an equivalent combination of education and work experience

Aon offers competitive compensation, exceptional benefits, continuing education & training, a unique internal advancement program, and tremendous potential with a growing worldwide organization.

Aon's professionals are unwavering in their client focus and integrity. We promote diversity, professional development, frugality and stewardship, applying a disciplined non-bureaucratic approach to help our clients realize their business potential. Drawing on our experienced team as a competitive advantage, Aon employees have the freedom to take risks, foster innovation, champion for change and replicate best practices.

For more information about Aon Corporation, visit our website at http://www.aon.com.
Aon is an equal opportunity employer committed to a diverse workforce. M/F/D/V

DISCLAIMER:
Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time.

 

Education: High School or GED