The successful candidate will be managing the daily activities in the Third Party Administrator Glass call center. 

·         Manages the claims intake, verification, pricing, dispatch and related policyholder satisfaction regarding glass claims for Insurance Company partner/s. 

·         Develop standard operating procedures on all processes in the call center and monitor for efficiency and effectiveness.

·         Oversees the Call Center staff in all stages of hiring, performance management, staff development and training. 

·         Analyzes workflow demands and establishes staffing levels to ensure standards for response and satisfaction are met or exceeded.

·         Works with external staff to support installation/repair relationships according to procedures.

·         Assess technology requirements and performance, capabilities and continual attempt to optimize efficiency, to design and develop informative reports and to troubleshoot.

·         Ensures timely, efficient and accurate processing of invoices and coordinates activities with the Accounting group.

The ideal candidate must have a minimum of 5 years' experience managing a complex call center in a service-oriented environment required.  Third party Administration glass business preferred; experience in property claims required.  Bachelor's degree preferred.  Proficient in Microsoft Office platform of products and business line software.  Demonstrated leadership ability required, with the ability to build teamwork and consensus across a diverse workforce. Strong decision-making and problem-solving skills required. Must have strong analytical skills for assessing Call Center workflow.  Excellent written communication skills. Ability to build effective working relationships with all levels of management, personnel, and members.