• 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.

• Be a dedicated supervisor to the team, sales and customers in the region • Visit the Field Service Engineers at the customer site, discuss complaints, escalations or prices and quotations, repair prices with the customer and support sales with tendering • Provide technical advice to customers, sales personnel, and healthcare professionals responding to product related questions, issues and problems • Provide sales personnel with the technical data necessary for the demonstration of products • Act as a liaison between sales personnel and the customers on technical issues • Make technical presentations at sales meetings or at customer locations

• As a Supervisor (m/f/d) you will lead and manage an existing team both professionally and disciplinarily. • You will monitor team performance, be responsible for team success, and drive continuous improvement to ensure targets are met. • You will motivate, develop and support your employees on a daily basis.

• Supervise the professional staff in the handling of property claims within specified unit by assigning new and transferred losses to staff, reviewing initial investigations, evaluations, demands, authority for settlement, reserve recommendations, etc., providing guidance and recommending action plans. • Assists in the development of basic objectives, procedures, and operations of the branch; analyzes operating results relative to established guidelines and takes appropriate action to improve performance and productivity. • Assists in the direction of the claims branch to minimize indemnity and expense impact, to ensure appropriate reserve levels, and to implement claims objectives, policies, and procedures. • Maintains performance records and prepares reports for management regarding unit operations, production, and expenses, as necessary. • Ensure excellent customer service is provided by Property Claims professionals and directly address escalated customer service issues. • May review and approve utilization of vendors for investigative purposes to ensure proper expense controls exist. • Represents the Company and branch in relationships with consumers, government agencies, independent vendors, and agents. • Screens files for possible coverage issues, fraudulent or inflated claims or questionable activity and transfers files to appropriate department for further investigation as needed. • Reviews team member work quality and service interactions with customers by conducting ride-alongs, sit-alongs and file reviews