AUTO WARRANTY TEAM MANAGER at WARRANTY PROCESSING INC

Beloit, Wisconsin, United States -

Full Time

Start Date

Immediate

Expiry Date

07 Apr, 26

Salary

70000.0

Posted On

07 Jan, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Leadership, Management, Claims Processing, Customer Service, Performance Metrics, Data Analysis, Communication, Interpersonal Skills, Coaching, Training, Team Development, Process Improvement, Operational Management, Performance Reviews, Customer Support, Dealer Relations

Industry

Administrative and Support Services

Description

Job Details Job Location: Beloit, WI 53511 Position Type: Full Time Education Level: 2 Year Degree Salary Range: $57,000.00 - $70,000.00 Salary/year Job Shift: Day Job Category: Management AUTO WARRANTY TEAM MANAGER: Role Summary The Team Manager is responsible for leading, developing, and mentoring a team of Warranty Administrators to ensure all operational and customer service goals are consistently met. This role is crucial for optimizing our claims processes, maintaining strong relationships with our dealers, and driving team performance to meet key targets. The Team Manager reports directly to the Director of Operations. Key Responsibilities Team Leadership & Development: Oversee staffing for their team's needs, under the direction of the Operations Director. Manage and approve employee timecards and time-off requests. Conduct regular team training and skill development sessions to improve efficiency and customer service quality. Perform routine performance reviews and provide ongoing coaching and feedback to team members. Operational Management & Process Improvement: Oversee and delegate customer service tickets to the team, ensuring proactive communications with dealers are initiated. Implement and refine processes to drive continuous improvement in claims processing and customer support. Conduct regular account overviews to monitor progress and ensure the team meets all targets. Performance Metrics & Accountability: Throughput: Ensure the team meets its claims-completed percentage targets of equal to or greater than 88%. Aging Claims: Monitor and reduce the number of repair orders (ROs) that are two days and over to less than 1%. Customer Service Tickets: Maintain a first response time of less than 12 hours. Resolution Time: Ensure customer service tickets are resolved in an average of 60 hours or less. Dealer Assistance: Guarantee dealer assistance request tickets have a next response time of 12 hours or less. Qualifications Qualifications Proven experience in a leadership or management role, preferably within a claims processing, warranty, or customer service environment. Strong understanding of performance metrics and data analysis. Excellent communication and interpersonal skills. Demonstrated ability to coach, train, and motivate a team.

Responsibilities

The Team Manager is responsible for leading and developing a team of Warranty Administrators to meet operational and customer service goals. This includes overseeing claims processes, maintaining dealer relationships, and driving team performance.