Travelers

• Manage individual and team delivery against the service agent performance framework: Contact Delivery, Customer Impact, and CSC Standards. • Monitor real-time phone behaviors, break thresholds, and after-call wrap times. • Collaborate and manage performance root cause analysis and action plans to help identify performance gaps. • Lead, monitor, motivate, and evaluate the day-to-day performance at team and individual level. • Ensure company processes and procedures are adhered to by team and individuals. • Partner with the quality, operations, product and service support team to ensure compliance requirements are met. • Collaborate cross-functionally to align day-to-day operational initiatives with the broader customer experience strategy. • Oversee Zendesk queue management, prioritizing complex requests for internal and external customers. • Guide the team through automated digital shifts, Gen AI auto-reply rollouts for automated servicing. • Support skill diversification across both licensed and unlicensed agents to distribute workloads evenly and reduce bottlenecks. • Support cross-departmental efforts to overall Objective Key Results including effective call routing, IVR re-routes, and chatbot deployment.