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Philadelphia Insurance Companies

Contact Center Manager at Philadelphia Insurance Companies

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Updated: Yesterday

Marketing Statement

Philadelphia Insurance Companies, a member of the Tokio Marine Group, designs, markets and underwrites commercial property/casualty and professional liability insurance products for select industries.   We have been in operation since 1962 and are nationally recognized as a member of  Ward's Top 50 and rated A++ by A.M.Best.

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Duties

We are looking for a Contact Center Manager to join our team

Summary -

As Contact Center Manager, you will manage and direct the tactical execution of providing best-in-class customer experience to our producing agents and policyholders.  This will include managing our multi-channel, multi-site contact center with responsibility for service requests including billing, assistance and underwriting inquiries.  You will oversee the process of hiring, selecting, training, engaging and retaining talent in alignment with organizational values and vision.  You will work with staff to meet customer needs in a responsive and efficient manner.  Success will depend on your ability to uphold an environment of trust and dedication where active learning and personal accountability are standard practice.

Primary Responsibilties:

  1. Effectively drive customer experience while achieving strong business results
  2. Build a team of highly engaged customer service professionals
  3. Research and respond to internal and external stakeholders on critical service escalations
  4. Continuously coach and develop team members at all levels in preparation for future needs
  5. Forecasting, preparation and planning to ensure adequate servicing capacity and staffing levels
  6. Problem-solving and decision-making
  7. Innovation and strategic planning for continuous improvement of the customer experience

Qualifications

  • Undergraduate Degree
  • 10+ years equivalent experience managing people
  • 10+ years of experience in insurance, financial services, or other related industry
  • Property & Casualty Insurance License OR ability to obtain within 90 days of hire
  • PMP Project Management Certification preferred
  • Prosci ADKAR Change Management Certificate preferred

EEO Statement

Tokio Marine Group of Companies (including, but not limited to the Philadelphia Insurance Companies, Tokio Marine Management, Inc., TMNA Services, LLC and First Insurance Company of Hawaii, Ltd.) is an Equal Opportunity Employer.  In order to remain competitive we must attract, develop, motivate, and retain the most qualified employees regardless of age, color, race, religion, gender, disability, national or ethnic origin, family circumstances, life experiences, marital status, military status,  sexual orientation and/or any other status protected by law. 

Benefits

We offer a comprehensive benefit package, which includes tuition reimbursement and a generous 401K match. Our rich history of outstanding results and growth allow us to focus our business plan on continued growth, new products, people development and internal career opportunities. If you enjoy working in a fast paced work environment with growth potential please apply online.

 
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PHLY Benefits
Lunch Time Fitness Hour
Paid Time Off for Volunteer Work
Family-Friendly Benefits
Educational Support
Medical & Dental Plans
Paid Time Off
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