Operations Manager, Agency Systems​/Quality Control

Operations Manager, Agency Systems Support/Quality Control

To lead a team responsible for successful execution of help desk support and customer service contact in a call center environment. To also lead a team responsible for client data clean-up and quality and to process manual transactions or work arounds to support the field during project warranty periods or production support efforts. To develop, manage and monitor customer relationship interactions and responsiveness results to assure the Service Management team provides all customers with an exceptional customer experience for their support needs.

To provide Tier 1 and Tier 2 technical advice, consultation, and problem resolution for all agent and field staff users of the Farm Bureau operating systems, software, and hardware platforms.

Provide systems support and service, business applications, data-based solutions, project delivery and strategic planning services to satisfy requirements for all divisions of the Insurance Companies and affiliated companies as requested.

Lead efforts to support the field force with identified manual transactions and work arounds to ensure agency success.

Develop, execute, and maintain a plan to ensure Farm Bureau has accurate client data. This includes cleanup efforts and maintaining best practice standards moving forward.

Research, implement, maintain, and monitor processes that will lead to successful, innovative, and consistent service standard delivery. Stay abreast of technological enhancements to ensure that the team has the tools necessary to support the functions, focusing on industry best practices and effective use of resources.

Bachelor's degree in business administration, management, insurance, finance or related field required, or equivalent experience may be considered.

Two to five years supervisory experience required, or equivalent experience may be considered.

Experience in Microsoft Office Excel and Word required.

Demonstrated ability to coach the development of others including the ability to manage performance required.

Willingness to pursue continuing job-related training and education required.

Willingness to participate in self-assessments required.

Demonstrated ability to operate a personal computer and a variety of software application required.

Ability to work efficiently under stressful conditions and meet pre-established deadlines required.

Designations in AINS, API, AIS, AIM, CPCU or FLMI preferred, or actively being pursued.

Five years insurance background in related field preferred.

Ten or more years of a solid technical background preferred.

Note:

Farm Bureau offers a full benefit package including medical, dental, vision, and 401K.