Based in Atlanta, Georgia, Crawford & Company (www.crawfordandcompany.com) is the world's largest independent provider of claims management solutions to the risk management and insurance industry as well as self-insured entities, with a global network of more than 700 locations in 63 countries. The Crawford System of Claims SolutionsSM offers comprehensive, integrated claims services, business process outsourcing and consulting services for major product lines including property and casualty claims management, workers' compensation claims and medical management, and legal settlement administration. The Company's shares are traded on the NYSE under the symbols CRDA and CRDB.

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This is a regular full-time position that requires one (1) night per week, 

one (1) weekend per month and some Holidays.

Summary of Role:

In this role, you will supervise the TelePlus Agents in receiving and processing of new loss reports; Assure quality and service standards; Meet established department goals; Interview, select, train, direct, and evaluate Teleplus Claim Intake Representatives; Oversee call center work flow; Enforce company policies/claim intake procedures; Annually assess their proficiency; Maintain staff moral, and Look for areas to improve efficiency.

• Evaluates and determines staffing needs based on Call Center Activity
  
  
• Establish shift/schedule changes when necessary based on the business needs.
  
  
• Establish and communicate performance standards and objectives
  
  
• Conduct performance appraisals
  
  
• Assist with testing of new programs, and implement client specific requests.
  
  
• Take escalated calls when customer problems arise and Agent unable to resolve the issue.
  
  
• Track phone reports, service levels, talk times and TelePlus quality goals.
  
  
• Work closely with peers and instill open communication to ensure consistency of work flows.
  
  
• Perform other duties as requested, or required.

• Previous Intake Call Center experience supervising or leading a team, preferably in an insurance claims setting.
  
  
• Ability to plan and supervise the work of others, coaching and developing their skills.

• Bachelor's degree in business administration or related discipline or an equivalent combination of education and experience.
  
  
• A thorough knowledge of computer entry and operations of the Teleplus system.
  
  
• Knowledge of Insurance Terminology strongly preferred

• Career advancement potential locally, nationally and internationally. Crawford & Company has more than 700 location in 63 countries 
  
  
• On-going training opportunities through every stage of your career 
  
  
• Strong benefits package including health, dental, and life insurance; employee stock purchase plans; tuition reimbursement and so much more.