Service Delivery Ops Analyst (Insurance)

Job Description

• Assist in managing both the Call Center and Claims teams 
• Handle first level of escalated calls transferred by agents; Document details of all escalated calls received
• Help in handling regular customer calls – product information, process updates, etc.
• Provide coaching and monitoring to improve/maintain the agents performance
• Identify critical errors that drive down quality and find ways to eliminate this errors; discuss recommendations with Team Leader
• Identify updates in the training documentation and coordinate with Team Leader/Process Trainer for revision 
• Coordinate with the Team Leader and Process Trainer for new hire/trainee development
• Attend and contribute to monthly process meetings with Process Owners
• Support all team and company initiated motivational activities
• Willing to manage production and training requirements which may result in possible increased hours of work