JOB SUMMARY
The ARS Traffic Team Ld I oversees and manages the Secondary workflow team and the teams numerous responsibilities with primary emphasis on real time delivery confirmations for Secondary rescues. This role manages multiple workflow agents who are responsible for ensuring vehicles are delivered to their destination. The workflow lead also oversees and troubleshoots other areas of responsibility including escalations, invoice collection and high payout dispatching to ensure rescues are completed in a timely fashion and delivered to the appropriate destination.
KEY RESPONSIBILITIES
- Works with Client Service Managers, Traffic Team, and local call center staff in order to monitor secondary requests in real-time to ensure vehicles are delivered within contractual metrics.
- Review and analyze reporting to ensure appropriate case follow up and delivery confirmation along with proper distribution of work to the workflow team.
- Responsible for overseeing workflow agents at multiple sites.
- Complete regular quality assessments (QA's) on members of the workflow team and provide coaching and feedback relating to those QA's.
- Responsible for regular 1-on-1's with the members of the workflow team to ensure proper development and adherence to processes and procedures.
- Provides support for local call center staff real time and staffing resources.
- Provides ongoing feedback and communication related to the team's performance and process improvement opportunities.
- Identifies and implements process improvements to increase accuracy and/or reporting data.
- Oversees impound invoice collection to ensure timely uploading of received invoices.
SUPERVISORY RESPONSIBILITIES
- This job has supervisory duties.
EDUCATION AND EXPERIENCE
- High School Diploma or GED (required)
- 3 or more years of experience (preferred)
- In lieu of the above education requirements, an equivalent combination of education and experience may be considered.
CERTIFICATIONS, LICENSES, REGISTRATIONS
- No Certification, License or Registration is required for the job.
FUNCTIONAL SKILLS
- Advanced Microsoft Office knowledge and PC/software skills necessary
- Strong math/statistical aptitude with attention to detail
- Effective verbal and written communications
- Troubleshooting and problem-solving skills
- Strong Multi-Tasking Skills
- Team player with positive attitude and desire to help others
- Able to maintain calm during a crisis
- Must be highly organized and flexible, as well as able to work independently and in a self-directed manner.
The preceding description is not designed to be a complete list of all duties and responsibilities. May be required to perform other related duties as assigned. Regular, predictable attendance is an essential function of this job.
Integon, a Great Place to Work, provides innovative technology and customer support services to major personal lines insurance providers, including Fortune 100 companies rated A+ (Superior), by A.M. Best, for financial strength.