11/22/2022

Customer Service Center - Processing Supervisor - Premium

  • PMA Companies
  • Allentown, PA, United States

Job Description

As a member of the Customer Service Center Management Team, ensure efficient and timely processing of all work assignments into applicable business systems with strict adherence to all established procedures; monitor and delegate capacity resources as appropriate to assist in the attainment of service level goals throughout the CSC. 

Responsibilities:

  • Delegate work assignments to team members performing a variety of functions.
  • Develop training schedules for the Technical Assistant to implement; monitor to ensure that resource base and knowledge level is sufficient to maintain a current work level on all processes.
  • Generate productivity for each team member; review management reports; monitor and address any productivity and quality issues or trends.
  • Monitor daily work to ensure timeliness, quality and accuracy of processing.
  • Facilitate team meetings on a regular basis to communicate workflow/procedural changes.
  • Provide performance feedback to team members per established programs and guidelines.
  • Submit payroll reports, monitor and address performance issues per established guidelines.
  • Handle special projects as assigned.
  • Demonstrate commitment to Company's Code of Business Conduct and Ethics, and apply knowledge of compliance policies and procedures, standards and laws applicable to job responsibilities in the performance of work.

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