For more than 170 years, The Hanover has been committed to delivering on our promises and being there when it matters the most. We live our values every day, demonstrating we CARE through our values, ESG initiatives and IDE journey.
Our Claims First Notice of Loss team is currently seeking a Unit Manager. This is a full time, exempt role. This position is eligible for a hybrid or remote work arrangement. This role is 11:30 am to 7:30 pm EST with two Saturday shifts per month.
POSITION OVERVIEW:
Oversee and lead a dynamic inbound contact center team in a fully remote and hybrid work setting, including temporary-to-permanent staff, ensuring seamless integration and performance. Provide tailored training, foster engagement, and maintain consistent communication to ensure high-quality claims processing and exceptional customer service. Demonstrate the knowledge and skills to deliver effective performance management, communication, relationship building, decision making, and customer service. Responsible for assessing present and future resource needs and provide the leadership, mentoring and guidance necessary to build and sustain a high performing workforce.
IN THIS ROLE, YOU WILL:
- Deliver expedient service to customers, agents, vendors and other callers through effective staff oversight, call monitoring, live listening, and other methods to monitor and assess employee performance for thoroughness, accuracy, speed, and proper escalation.
- Track and monitor customer feedback (E.g., surveys, escalated calls, etc.) to ensure exceptional service.
- Monitor volume and business plans, make timely staffing recommendations, and participate in recruiting and talent selection of ideal candidates.
- Identify and provide developmental opportunities through coaching, mentoring, and training programs (e.g., co-create individual development plans with staff, side-by-side monitoring, etc.)
- Manage performance by setting goals, giving and receiving feedback, documenting and delivering performance reviews, and proactively addressing performance issues, in adherence with company policies and internal procedures
WHAT YOU NEED TO APPLY:
- Bachelor’s degree preferred.
- Prior experience in contact center, customer service or a related field.
- Familiarity with contact center technologies, including Contact Center as a Service (CCaaS) systems, Customer Relationship Management (CRM) systems, call routing software, and workforce management tools.
- Utilize electronic scheduling, forecasting, and workforce management tools to optimize staffing levels, ensure efficient call handling, and maintain high service standards in the Claim First Notice of Loss (FNOL) operation.
- Foster collaboration, compromise, and flexibility to maintain effective and cohesive working relationships with peers and stakeholders across the organization.
- Effective problem solver who anticipates issues, seeks out and analyzes information collaboratively, and proposes solutions.
- Champion Inclusion, Diversity &, Equity (DEI&B) initiatives to create an inclusive work environment that values diverse perspectives and fosters a sense of belonging for all team members.
This job posting provides cursory examples of some of the job duties associated with this position. The examples provided are not complete, and the position may entail other essential and job-related functions and responsibilities that employees will be required to perform.
CAREER DEVELOPMENT:
It’s not just a job, it’s a career, and we are here to support you every step of the way. We want you to be successful and fulfilled. Through on-the-job experiences, personalized coaching and our robust learning and development programs, we encourage you – at every level – to grow and develop.
BENEFITS:
We offer comprehensive benefits to help you be healthy, build financial security, and balance work and home life. At The Hanover, you’ll enjoy what you do and have the support you need to succeed.
Benefits include:
- Medical, dental, vision, life, and disability insurance
- 401K with a company match
- Tuition reimbursement
- PTO
- Company paid holidays
- Flexible work arrangements
- Cultural Awareness Day in support of IDE
- On-site medical/wellness center (Worcester only)
- Click here for the full list of Benefits
EEO statement:
The Hanover values diversity in the workplace and among our customers. The company provides equal opportunity for employment and promotion to all qualified employees and applicants on the basis of experience, training, education, and ability to do the available work without regard to race, religion, color, age, sex/gender, sexual orientation, national origin, gender identity, disability, marital status, veteran status, genetic information, ancestry or any other status protected by law.
Furthermore, The Hanover Insurance Group is committed to providing an equal opportunity workplace that is free of discrimination and harassment based on national origin, race, color, religion, gender, ancestry, age, sexual orientation, gender identity, disability, marital status, veteran status, genetic information or any other status protected by law.”
As an equal opportunity employer, Hanover does not discriminate against qualified individuals with disabilities. Individuals with disabilities who wish to request a reasonable accommodation to participate in the job application or interview process, or to perform essential job functions, should contact us at: [email protected] and include the link of the job posting in which you are interested.
Privacy Policy:
To view our privacy policy and online privacy statement, click here.
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