Job Description:

Quality Distribution, Inc. (QDI) is a privately held global transportation and logistics services company headquartered in the Channelside District, Downtown Tampa. We employ over 2,000 people globally and are considered one of North America's largest chemical bulk carriers. We transport a broad range of chemical products and provide our customers with value added services. We’re a core carrier for many of the Fortune 500 companies engaged in chemical processing and we provide services to some of the top 100 chemical producers in the world with US operations. 

At Quality, we set the pace for the rest of our industry.  Each and every day we strive for excellence.  Our team members are motivated, intelligent, ambitious individuals who are passionate about what they do.  

The Call Center Manager will ensure efficient handling of claim and operations related inbound calls. In this role he or she will assist the Claims leadership team in ensuring the highest levels of service are delivered. Included in this are formal leadership responsibilities and expectations for the success of the unit and the quality of their work. In addition this role will apply technology to the call center operations to maximize efficiencies and capabilities.

Essential Functions: 

• Direct staff in the achievement of the call center goals as well as identifying and planning for areas of improvement and/ or training development


• Coordinate call center staff schedules to ensure appropriate staffing levels are maintained


• Monitor calls to ensure quality, minimize errors, and track performance


• Build and maintain positive working relationships with other departments and external vendors to resolve issues and assure customer satisfaction


• Handle and resolve escalated customer issues and concerns


• Generate and analyze reports to forecast and identify trends


• Make suggestions to Claims leadership identifying opportunities to apply and leverage technology to maximize workflow efficiencies and staff capabilities


• Perform miscellaneous duties as assigned

 

Minimum education/experience: 

• 2-3 years in a call center environment 


• 3-5 years claims experience


• Previous supervisory or management experience
  
  

Minimum special knowledge and skills required:

• Strong leadership skills to include ability to develop and motivate staff


• Excellent project management, problem solving, and communication skills


• Experience with establishing best practices as a result of forecasting trend analysis


• Excellent computer skills

We offer competitive wages and employee benefits (Flexible spending accounts, generous Paid Time Off/Holiday Schedule, On-site Dry Cleaning Pickup and Delivery, in addition to Medical, Dental and Vision plans). 

Quality Distribution is an Equal Opportunity Employer. Employment decisions are made without regard to race, color, religion, national origin, gender, sexual orientation, gender identity, age, physical or mental disability, military/veteran status or other characteristics protected by law. 

Experience

Required

• 3 year(s): Claim Processing Experience


• 3 year(s): Call Center Experience

Preferred

• 3 year(s): Supervisory or Management Experience

Education

Required

• High School or better

See job description

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