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 Manager, Agent Service Center - Chicago, Illinois, United States

Job information
Posted by: Combined Insurance 
Hiring entity type: Insurance 
Work authorization: Not Specified for United States
Position type: Direct Hire, Full-Time 
Compensation: US$25000 - 100000
Benefits: See below
Relocation: Not specified 
Position functions: Customer service & support
Travel: Unspecified 
Accept candidates: from anywhere 
Languages: English - Fluent
Spanish - Fluent
Minimum education: See below 
Minimum years experience: See below 
Resumes accepted in: English
Cover letter: No cover letter requested
Job code: 321115 / Latpro-3628398 
Date posted: Jul-28-2018
State, Zip: Illinois, 60661


Combined Insurance, a Chubb Company is seeking a Manager, Agent Service Center to join our fast-paced, high energy, and growing company. For nearly 100 years in the insurance industry, our company has been passionate about serving our customers and providing them peace of mind and protection when they need it the most. Come build your career here, along with other positive, hard-working, talented professionals-just like you!

Position Summary:

The Manager holds the responsibility of maintaining a healthy dynamic within the Agent Service Center while ensuring delivery of a positive brand experience. Core duties include day-to-day development, management, and leadership of the Agent Service Center teams. Emphasis is on employee effectiveness, service excellence, contact optimization, workforce planning, and relationship management.

Key activities include ensuring service delivery, employee coaching, quality assurance review, escalation resolution, schedule adherence, maintaining internal business partner relationships, and peer-level support for Agent servicing in Canada.

The Manager will align daily with the Leader, Agent Broker Service Center on goals and objectives for the ASC while providing direction to the Assistant Managers and ASC team to meet service expectations.


  • Facilitate, coach, provide leadership and execute plan for daily operation
  • Effectively manage the scheduling/attendance, contact volume, and quality control
  • Ensure team works within the established organizational guidelines
  • Ensure quality monitoring, calibration sessions and coaching feedback effectiveness
  • Develop and executing on team and individual measurements in support of process and organizational goals
  • Increase team's process and business knowledge/understanding enabling higher levels of performance productivity and quality service
  • Ensure escalated service inquiries are effectively resolved
  • Foster team building and group dynamics, provide career development planning and opportunities
  • Lead team by role modeling company values
  • Create a positive work environment in the contact center and inspire exceptional performance
  • Be open and flexible to a dynamic work environment
  • Ensure adherence to all departmental policies and procedures
  • Speak and present in front of small to medium size groups
  • <5% Infrequent travel within the continental United States and Canada


  • Outstanding teambuilding skills
  • Excellent coaching and mentoring skills
  • Demonstrate sound judgment and decision making
  • Maintain high ethical standards
  • Ability to interact with diverse people and personalities
  • Excellent oral and written communication skills
  • Logical thinker
  • Goal orientated
  • Multi task orientation
  • Excellent problem solver
  • Independent worker
  • Coaching and training abilities

Education and Experience:

  • 3-5 years of successful performance results in a Contact Center environment
  • Bachelor's Degree preferred or equivalent work experience
  • Excellent written and verbal communication skills in both English and Spanish languages
  • Exceptional job knowledge of company practices, procedures and products
  • Able to service all insurance product lines with proven knowledge
  • Proficient in Microsoft Office Suite (Excel, Word, PowerPoint, Outlook)
  • Working knowledge of internal systems (Clarify, Policy Administration Systems, Content Manager, PeopleSoft, Avaya CMS Supervisor, Verint i360)
  • Understanding of company policies and procedures, most especially, familiarity with all HR related processes


As a Combined/Chubb corporate employee, you have access to one of the most comprehensive benefit plans in the business, designed to meet your needs and help you reach your financial goals. Chubb is committed to supporting its employees with a comprehensive compensation package that is appropriate in the market where they work. Below are several of the many benefits we offer our employees:
  • Health insurance
  • Dental insurance
  • Tuition reimbursement
  • A company-match 401(k) plan
  • Disability insurance
  • Life insurance
  • Employee referral bonuses


Combined Insurance is a leading provider of individual supplemental accident, disability, health and life insurance products, and a Chubb company. With a field sales force and corporate staff in excess of 4,700 in North America, Combined Insurance meets the growing coverage needs of policyholders. We pride ourselves on being customer-centric, people-driven, accountable, performance-minded, and ethical. We invest in our employees and take the time to focus on their development, needs and career aspirations.

Our parent company, Chubb, is one of the world's largest publicly traded property and casualty insurer. With operations in 54 countries and territories, Chubb provides commercial and personal property and casualty insurance, personal accident and supplemental health insurance, reinsurance and life insurance to a diverse group of clients. Parent company Chubb Limited is listed on the New York Stock Exchange (NYSE: CB) and is a component of the S&P 500 index. Chubb maintains executive offices in Zurich, New York, London and other locations, and employs approximately 31,000 people worldwide.

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Travel - No
Job Posting - Jul 27, 2018, 4:51:25 PM


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