Mgr - Customer Service

At NCCI Holdings, Inc., we realize our greatest asset is our team of more than 900 professionals working together every day to make our company the leading provider of workers compensation insurance data and research information. Read on to learn about the requirements for this opening.

Job Purpose:
Manage and directs a 10-15 member team of associates in responding to over half a million customer contacts annually. Utilize process management and advanced statistical tools to direct operational activities and identify threats which compromise the department's ability to satisfy customer needs. Strategic planning in the areas of performance management, succession planning, staffing, training and development. Identify, assess and drive culture initiatives for the department. Employ problem solving methodologies to identify and implement process improvements.


Major Duties:
Provide leadership to staff by regularly assessing development opportunities and department training needs to maximize highest levels of performance. Coach staff in applying newly learned skills, techniques and understandings to achieve departmental goals. Rigorously address performance deficiencies and identify action plans. Identify professional opportunities and provide training to enhance skill sets.

Manage and direct daily operational activities for all department outputs through planning, setting objectives and developing effective strategies & contingency plans to ensure goals are met. Manage quality program by employing statistical methods, directing analysts on daily quality activities, including data collection & evaluation, coaching of associates, and preparation of monthly reports.

Lead problem solving projects using 6 step methodology to identify and validate process improvement opportunities. Provide training for staff on use of statistical tools, six sigma concepts, and software applications.

Direct all department initiatives including: maintain human resource capital, hire and fire, and culture initiatives. Develop quarterly strategic planning review and present to senior management.

Required Education, Experience & Skills:

Bachelor's degree, MBA desirable.
5-8 years of proven experience in a leadership role.
Process flow mapping, statistical validation skills, statistical process control management, able to organize and manage multiple priorities, problem analysis and problem resolution, excellent written and verbal communication skills, able to develop and maintain key internal business relationships, change management, strong knowledge of statistical techniques in solving problems.
Strong interpersonal skills.
Able to coach, motivate, direct and develop others.
Strong customer service skills.
MS Office Applications (Excel, QI Macro, Word, PowerPoint, Access, Visio.)

As key contributors to our success, our team members enjoy working in a business casual, collaborative environment that offers state-of-the-art resources, advanced technologies, and a superior benefits package.

We require a drug screen and background check.
EEO/Smoke Free environment
To Apply for this position, please CLICK HERE