Claims Supervisor, First Report Unit

Job description

The First Report Unit Supervisor is responsible for managing the level of service provided by the unit, conduct quality analysis, and train and monitor the performance of the First Report Claim Technicians. RESPONSIBILITIES: - Continually promote teamwork through effective leadership. - Monitor/Report results from Call Management System (CMS) to maintain proper phone coverage and address service levels. - Handle exceptions/complaints/inquiries, both written and oral. - Take and/or key first reports as needed. - Train new associates as well as provide ongoing training to current staff. - Perform telephone quality reviews on Claim Technicians as well as record, file and communicate results. - Prepare and submit service requests for FNOL changes. - Participate in system testing as needed and document results. - Develop spreadsheets for tracking various results as requested by management. - Interview candidates and make hiring recommendations. - Provide performance feedback to associates. - Scheduling of staff. - Complete analysis of available metrics for continuous improvement within the organization. - Work with other units in the office and company to provide support for their proce...