Pros: 401k, health insurance
Cons: short breaks, the drive to work (2 hours)
I am in charge of 26 agents who work for government insurance. In reaching our goals, I try to make it more interesting and fun for all of us through competitions and team-building exercises.
A typical day would include:
* Keeping up and recording attendance of each agent
* Helping them keep their adherence at 90% or above
* Coaching them on what they're doing right and how they can improve
* Managing and approving their timesheets and time worked
* Making sure they are following policy
* Keeping them up to date on trainings
* Doing reports to show the CSRs how they rank, as well as the reports that management needs
* Answering calls when call volume is high (Internal Support when the Tier 1 is having an issue).
* Meeting with my manager to keep him up to date on the team and any issues we may encounter
The hardest part of my job is making sure that everyone is showing up for work and doing what they're supposed to be doing. Most everyone is very professional and good at what they do, but there's always one or two that don't want to comply. That's when disciplinary actions come into play. However, I do try to give them the benefit of a doubt at first.
The most enjoyable part of my job is the people I work with. Everyone is different and has their own unique outlook on work and life in general. I'm a very social person and I learn a lot just from associating with my coworkers.
What I've learned and management:
I've learned that management will be happy with your (or your team's) performance one day, and not the next. But it's just part of business and life. I've learned you must continue to do your best no matter what and always strive to do better. So in the end, you know you gave it your all.