Job Description

This position drives operational excellence and superior customer service by leading a diverse team. Oversee performance, develop and implement strategies, and foster a customer-focused culture. The role will include coaching, managing complex issues, and enhancing processes to ensure high-quality outcomes.

Minimum Qualifications:

• Bachelor's degree or equivalent work experience.
• At least 5 years experience in related field.
• Experience managing a team.

Primary Job Functions:

• Recruit, train, and mentor a diverse team of associates.
• Monitor team performance through key metrics.
• Identify trends, address performance issues, and implement strategies to enhance productivity and service quality.
• Identify and implement process enhancements to streamline operations and improve service delivery.
• Foster a culture of continuous improvement and innovation within the team.
• Address complex customer and associate issues with a focus on delivering effective solutions.
• Review and assess reports and performance indicators to ensure accuracy and compliance with standards.
• Provide constructive feedback and develop action plans to address any concerns.
• Conduct weekly team meetings to discuss new products, problem cases, and training updates.
• Ensure clear communication of expectations and maintain alignment with company policies and procedures.
• Ensure all deliverables for the team are completed promptly and meet set standards.
• Maintain accurate records of team performance, project status, and key metrics.
• Prepare and present reports to senior management on significant changes, achievements, and areas for improvement.

The above cited duties and responsibilities describe the general nature and level of work performed by people assigned to the job. They are not intended to be an exhaustive list of all the duties and responsibilities that an incumbent may be expected or asked to perform.

Skills & Competencies Required:

• Strong capability to develop and implement strategic plans that align with business objectives.
• Ability to anticipate challenges and adapt strategies to meet evolving needs.
• Expertise in identifying and implementing process improvements to enhance efficiency and service quality.
• Skilled in using data and metrics to drive decision-making and operational enhancements
• Ability to understand and address customer needs, delivering solutions that meets or exceeds expectations.
• Proven experience in managing complex issues and ensuring high levels of client satisfaction.
• Excellent verbal and written communication skills, with the ability to clearly convey information, provide constructive feedback, and facilitate team discussions.
• Strong analytical skills with the ability to assess performance data, identify trends, and develop effective solutions.
• Ability to thrive in a dynamic and fast-paced environment.
• Demonstrated flexibility and resilience in managing multiple priorities and navigating change.
• Skilled in managing and resolving conflicts both within the team and with customers, ensuring positive outcomes and maintaining a harmonious work environment.
• Commitment to maintaining high-quality work and meeting set standards.
• Familiarity with relevant software and systems used in performance management, customer service, and operational reporting.
• Ability to quickly adapt to new technologies and tools.
• Ability to set, satisfy, and exceed targets.

Additional Information:

Full benefit package including medical, dental, life, vision, company paid short/long term disability, 401(k), tuition assistance and more.

Fortegra has recently been made aware of unauthorized communications regarding career opportunities by individuals not associated with Fortegra or our recruitment team. Fortegra will only contact you from the Fortegra domain address (@fortegra.com). If you receive a message from someone posing as a Fortegra recruiter via text message, WhatsApp, Telegram or other messaging platform, please report it as phishing and block the sender.

Fortegra is not accepting unsolicited resumes from search firms for this position.

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