Customer Service Supervisor

POSITION SUMMARY:

- Establishes the department's immediate and long range goals and objectives.
- Analyzes, recommends, and implements solutions and enhancements regarding systems, productivity, and technical matters.
- The Customer Service Manager position requires strong management experience and skills and demonstrated experience in resource planning, vendor management, retention and quality.

DUTIES AND RESPONSIBILITIES:

- DEVELOPS and IMPLEMENTS processes and procedures that will ensure the quality delivery of all Customer Care functions as defined within the administrative agreements with clients.
- COORDINATES with internal and external resources to insure that Customer Care is delivering a competitive offering that provides increased value to our client's customers.
- DIRECTS, MONITORS and MANAGES all outside vendors that provide Customer Care services in what and how the Customer Care functions are delivered to the customer.
- KEY CONTACT for client customer care matters, both strategic and tactical in nature, conveying proactive subject matter expertise.
- UNDERSTANDS our client relationship and working with partner/vendor relationships to delivery customer care. Brings a sense of urgency to the work at hand and provides detailed follow-through on all desired actions.
- The functions included are: Inbound Call Center activities, delivery of all customer correspondence to the customer, adequate computer systems to deliver appropriate services to the customer and proper reporting on customer activities to the clients.

Management Activities

- Problem Management Control procedure
- Coordination of resources within the partner sites.
- Service level management adherence
- Monitoring (with Call Center management)
- Set standards for monitoring with client
- Adherence to scripts
- Quality of speech, phone etiquette, tone and pace
- Use of system
- Product Knowledge

Training (Train the trainer at Call Center)

- Product
- System

Call Flow (with Call Center Management) Reporting (with Call Center Management)

- By Client Care Level report
- By Client Dashboards
- Review and critic daily call volume reports from call center

Call Center site Audit

- Perform site audits based on client contracts

Systems -Review system customer care functions and recommend improvements
- Monitor customer care quality and timeliness goals

Branded Program Delivery

- Work with client and marketing team to develop IVR and telephone scripts
- Gather input and suggest improvements on telephone scripts
- Develop and deploy branded program phone tree/call flow diagrams
- Maintain inventory of branded program phone numbers

Customer Satisfaction

- Develop effective methods to gain customer feedback on all aspects of customer care
- Make recommendations for improvements and deploy the approved recommendations

Strategic Partnership Relationships

- Maintain relationships with contracted third parties supporting Customer Care services
- Monitor relationships to ensure quality services and competitive prices.
- Understand client contract obligations set forth

Team Building

- Working with call centers, fulfillment, benefit processing and systems areas, to positively influence a course of action and to function in a Matrix management environment.

SKILLS:

SKILLS REQUIRED:

- Strong management, customer care leadership and project management skills
- Strong telephone technology experience to include IVR set up overview, routing and Back End reporting experience with Web integrated platforms to include Scripting and self-service is desired
- Exceptional interpersonal skills in a team environment, capable of interacting with major client
- Strong communication skills, both verbal and written
- Demonstrated project management work experience
- Strong organizational, multi-tasking, time management skills
- High level of expertise with software, specifically Microsoft Excel.
- Strong analytical skills, reporting capabilities and ability to analyze information to help make sound business decisions.
- Minimum 5 years' experience managing or supervising people
- P&C license required
- Good interpersonal skills with a proven ability to facilitate groups to consensus
- Demonstrates sound logic when solving problems and the ability to effectively communicate and suggest new ideas and business practices to management
- Some degree of travel may be required (25-35% per month)
- Bachelor's Degree and 5 to 10 years call center management experience required.
- 5-10 years customer care, sales service or operations management experience in a financial services or insurance environment
- Experience with the Microsoft office suite products with a strong proficiency in Excel and Word.