- Professional
- Bureau à Whitehouse Station
Job Title: Client Scheduling Supervisor
The Client Scheduling Supervisor plays a pivotal role in supporting the business objectives of the Client Scheduling Coordinator Team by providing leadership, coaching, and empowerment to direct reports. This position serves as a vital resource for agents, clients, and internal partners regarding the home inspection scheduling process. The Supervisor will collaborate closely with Client Scheduling Coordinators and Team Leads to ensure that all work aligns with production and quality goals, utilizing reports and audits to monitor performance effectively. With a comprehensive understanding of all systems, workflows, and functions related to the scheduling process, the Supervisor will also be instrumental in the hiring and training of new staff, as well as the ongoing development of existing team members.
Qualifications
Key Responsibilities:
- Lead and mentor staff to ensure adherence to Client Contact Guidelines, fostering a culture of excellence and accountability within the team.
- Set clear and consistent direction through regular communication, including touch base calls and follow-up emails, to keep the team aligned and informed.
- Provide timely and constructive feedback to coordinators, conducting mid-year and end-of-year performance reviews for all assigned staff by established deadlines.
- Complete monthly quality and call coaching audits for the coordinator team, ensuring compliance with Chubb Guidelines and identifying areas for improvement.
- Run and update performance reports to track team metrics and assess workload distribution, making data-driven decisions to enhance efficiency.
- Evaluate workloads and strategically shift resources as needed to optimize team performance and meet production goals.
- Oversee the onboarding process for new coordinators and provide additional training for existing staff to ensure they are equipped with the necessary skills and knowledge.
- Provide backup and support to the Unit Manager as needed, establishing and maintaining effective communication with risk consulting field management and business partners.
- Respond promptly to inquiries from business partners and external parties, identifying challenges and opportunities, and escalating issues appropriately.
- Collaborate with Human Resources and Employee Relations on performance, conduct, and other issues requiring their input, ensuring a fair and consistent approach.
- Represent the department and team interests during leadership meetings, effectively communicating team needs and supporting company initiatives.
Competencies & Skills Required:
- Technical Knowledge: Demonstrated expertise in scheduling systems and processes, with a strong understanding of Risk ID, IMS, PLS, @Work, Abiz, and Outlook.
- Excellent verbal, written, and interpersonal communication skills, with a proven ability to coach and develop team members.
- Exceptional organizational skills, capable of managing multiple tasks and balancing priorities independently.
- Strong customer service skills, with a focus on maintaining and expanding relationships with both internal and external customers.
- A results-oriented mindset, with the ability to manage expectations and deliver tasks and assignments effectively.
- Strong collaboration skills, fostering positive relationships across teams and departments.
- Ability to think strategically and develop solutions, with strong analytical skills to assess performance and identify opportunities for improvement.
- A detail-oriented approach, ensuring high-quality work and adherence to established guidelines.
- Flexibility and adaptability to change, demonstrating a positive attitude in a dynamic work environment.
- A professional demeanor characterized by confidentiality, dependability, and tactfulness.
- Knowledge of Microsoft Word and Excel is required, along with a solid understanding of Personal Lines products and CPI business objectives.
The pay range for the role is $60,500 to $102,900. The specific offer will depend on an applicant’s skills and other factors. This role may also be eligible to participate in a discretionary annual incentive program. Chubb offers a comprehensive benefits package, more details on which can be found on our careers website. The disclosed pay range estimate may be adjusted for the applicable geographic differential for the location in which the position is filled.
