SUMMARY

Responsible for primary leadership and management of the Quality, Training, & Employee Engagement staff, ensuring the department meets the customer needs and is delivering a high standard of service.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Supervises direct staff including coaching, developing, and motivating team members.

Under limited supervision, makes hiring decisions, conducts performance appraisals, recommends salary adjustments and promotions, conducts quality audits, and identifies and makes recommendations regarding performance.

Manages the day-to-day operations and monitors team performance.

Implements, reviews, and improves department policies, procedures, and service standards.

Ensures that all business processes are documented and followed according to company and client requirements.

Ensures that work assignments delegated to staff are aligned with unit goals and objectives.

Design and implements policies, procedures, job aides, and training curriculum to ensure that quality standards are met, customer satisfaction is achieved and all Benefit Advocates (BA) have the training they need to be successful.

Develops programs for strategic planning to review and evaluate BA engagement, performance and training quality.

Leads and directs process and overall quality improvement activities that produce higher quality interaction with the clients and to create more efficient operations.

Works with Customer Engagement Data Analysis team to develop better tools for tracking customer interaction, Customer satisfaction and BA quality.

Resolves escalated issues from BA operations and coordinates with other departments to help address the issue.

Provides input into developing the budget to ensure any new tools and budgetary impacts of quality, training and employee engagement are met year over year.

Works with vendors for employee participation in outside training programs such as setting up programs for BA's to gain agents license.

Complies with agency management system data standards and data integrity (enters and maintains complete and accurate information).

Other duties as assigned.

QUALIFICATIONS
EDUCATION/EXPERIENCE

Bachelor's Degree or equivalent combination of education and experience

Six (6) or more years related work experience

Prior call center or training experience

Insurance industry or group health plans operations experience

SKILLS

Knowledge of training techniques and principles to effectively instruct and drive quality employee engagement

Skill in talent management through motivating, developing, and directing employee work performance

Skill in using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions, or approaches to problems

Excellent verbal and written communication skills

Excellent attention to detail

Ability to implement new systems and procedures, and to evaluate their effectiveness

Ability to work independently as well as collaboratively to achieve specific goals and objectives

Ability to prioritize work for multiple projects and deadlines

Proficient in Microsoft Office Suite

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We are proud to provide comprehensive, high quality employee programs to meet employees' needs now and in the future, including a very competitive financial package. We encourage you to explore what we have to offer.

For immediate consideration for this position, please click on the "Apply" button.

For more information on Alliant Insurance Service's benefits, please visit www.alliant.com/about/careers/benefits