Job Description

The Benefits Outsourcing Customer Service Center Supervisor is responsible for day-to-day supervision (monitoring and coaching) of Customer Service Representatives. Responsible for ensuring processes and policies are carried out to ensure efficiency in day-to-day work. Works with Service Center Managers to ensure customer service representatives are assigned to support clients and projects. Communicate directives received from Service Center Managers to Benefits CSRs and communicates performance trends back to Managers as needed. Leads and directs the work of others while also providing customer service support for client pension or health and welfare plans. Exercises some degree of discretion and independent judgment in supervising Customer Support Center operations.

The Role

• Provide role model leadership for Customer Service Representatives
• Ensure schedules are communicated and performed accordingly by CSRs
• Ensure established practices and work processes, tools and methodologies are being utilized
• Coordinate staffing with various Service Center Managers
• Assist in training and developing associates in the Customer Service Center
• Foster teamwork, positive morale, and open communication
• Handle client escalations as directed/needed
• Handle participant interactions as necessary during periods of high call volume
• Perform customer service support and meet clients' day-to-day administrative needs with respect to benefit plans
• Provide technical support and assist customers in using web-based, employee self-service tools, and be able to troubleshoot basic technical support issues for CSRs
• Respond professionally to customer inquiries/complaints received via phone, e-mail or chat and ensure that appropriate action is taken, including follow up
• Research participant questions and plan issues
• Maintain complete and accurate call and case notes
• Work closely with other customer service representatives and client representatives
• Complete special projects as needed
• Communicate on a proactive basis
• Participate in team meetings and training and may participate in client status meetings
• Read and understand the client's plan documents, amendments and online knowledge base tools, etc.
• Participate in development of knowledge base tools and client implementation
• Monitor staff and call management system queues/metrics to consistently meet Service Center performance metrics and quality goals
• Work with Client leadership to ensure client cases assigned by CSRs are handled in a timely fashion
• Provide back-up coverage for Client leadership through direct support or coordination of coverage with the client team
• Perform other duties as assigned

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The Requirement

• 3 + years in customer service setting with management/leadership experience; health and benefits or pension experience required
• Associates or Bachelor's a plus
• Experience working in a global company/ matrixed environment
• Strong interpersonal skills
• Demonstrate strong written and verbal communication and time management skills
• Ability and desire to encourage professional development of associates
• Strong proficiency in the use of desktop and web-based computer applications including Microsoft Office (particularly Word and Excel), Database and Software programs, Internet Navigation and Call Center systems; the ability to use several at the same time
• Strong attention to detail and excellent organizational skills
• Ability to communicate policies and procedures and ensure compliance
• Ability to work a flexible work schedule and be punctual to work
• Ability to successfully work in a team environment