Contact Center Supervisor - Auto Warranty Claim Team

Job description

Job Summary

Allianz Partners is looking for a Contact Center Supervisor to lead a team of representatives handling auto warranty claims. This role involves ensuring service excellence, monitoring team performance, coaching, and implementing process improvements to optimize customer satisfaction and efficiency.

 

Key Responsibilities

·  Oversee daily team performance and ensure effective coverage of customer inquiries.
·  Act as a point of escalation for complex claims and customer issues.
·  Motivate and coach team members to maintain professionalism and performance.
·  Track and analyze team KPIs (FCR, AHT, CSAT) to identify trends and areas for improvement.
·  Ensure team members meet performance goals and quality standards.
·  Provide regular coaching sessions and feedback for performance development.
·  Organize training on warranty claims and customer service protocols.
·  Support onboarding and ongoing training for new hires.
·  Monitor calls for compliance with warranty policies and company standards.
·  Address non-compliance issues and ensure regulatory adherence.
·  Identify and implement process improvements to enhance efficiency and customer satisfaction.
·  Collaborate with internal teams to streamline workflows and minimize escalations.
·  Ensure high-quality service delivery and resolve customer issues promptly.
·  Handle escalated complaints and conduct follow-ups to ensure customer satisfaction.

 

Qualifications

·  High school diploma required; degree preferred.
·  3-5 years of call center experience, with at least 1-2 years in a supervisory role.
·  Strong leadership and team management skills.
·  Excellent communication and problem-solving abilities.
·  Proficiency in CRM and call center software.

 

Key benefits/What we offer:

Our employees play an integral part in our success as a business. We appreciate that each of our employees are unique and have unique needs, ambitions and we enjoy being a part of their journey.

We are there to empower and encourage you with your personal and professional development ensuring  that you take control by offering a large variety of courses and targeted development programs. All that in a global environment where international mobility and career progression are encouraged. Caring for your health and wellbeing is key priority for us. This is why we build Work Well programs to providing you with peace of mind and give the flexibility in planning and arranging for a better work-life balance.

 

61765 | Customer Services & Claims | Professional | Non-Executive | Allianz Partners | Full-Time | Permanent

 

 

 

Allianz Group is one of the most trusted insurance and asset management companies in the world. Caring for our employees, their ambitions, dreams and challenges, is what makes us a unique employer. Together we can build an environment where everyone feels empowered and has the confidence to explore, to grow and to shape a better future for our customers and the world around us.

 

We at Allianz believe in a diverse and inclusive workforce and are proud to be an equal opportunity employer. We encourage you to bring your whole self to work, no matter where you are from, what you look like, who you love or what you believe in.

 

We therefore welcome applications regardless of ethnicity or cultural background, age, gender, nationality, religion, disability or sexual orientation.

 

Join us. Let's care for tomorrow.