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Call Center Supervisor
Marsh & McLennan Companies
Norwood, MA, United States
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Description
Manages a small to medium sized unit by coordinating their workload, ensuring proper staffing, conducting performance evaluations, approving compensation and monitoring development.
Oversees and supervise a small team of customer service representatives and respond in a timely manner to phone and e-mail inquiries from consultants and clients to resolve customer issues.
Conducts extensive research by reviewing all available internal resources and external client knowledge to answers inquiries and resolves problems.
Helps leadership to develop and implement customer service strategies for clients through high quality and efficient responses.
Provides guidance to junior customer service representatives on how to respond to client inquiries by sharing extensive knowledge and experience and suggesting responses to resolution of client issues.
Monitors e-mail deliverability on all e-mails and tracks usage to identify opportunities for product and service improvements.
Suggests customer service process improvements to management for consideration.
Qualifications
• College Degree required
• 2-5 years Call Center Management experience
• Proven leadership experience required, with a focus on goal setting and coaching
• Strong interpersonal skills with the demonstrated ability to gain the confidence, respect and trust of senior executives, clients and staff
• Demonstrated ability to function effectively as a team-oriented leader, able to work independently but also lead cross-functionally.
• Proven ability to exercise sound judgment and strong problem solving skills.
• Effective written and verbal communication skills, including the ability to communicate internally as well as externally with remote locations, external partners and clients, and vendors.
• Must demonstrate strong active listening and follow-up skills, planning, prioritizing, organization, analytical and customer/employee relations skills in the performance of all essential job functions.
At Mercer, we make a difference in the lives of more than 110 million people every day by advancing their health, wealth, and careers. We’re in the business of creating more secure and rewarding futures for our clients and their employees — whether we’re designing affordable health plans, assuring income for retirement or aligning workers with workforce needs. Using analysis and insights as catalysts for change, we anticipate and understand the individual impact of business decisions, now and in the future. We see people’s current and future needs through a lens of innovation, and our holistic view, specialized expertise, and deep analytical rigor underpin each and every idea and solution we offer. For more than 70 years, we’ve turned our insights into actions, enabling people around the globe to live, work, and retire well. We embrace a culture that celebrates and promotes the many backgrounds, heritages and perspectives of our colleagues and clients. At Mercer, we say we Make Tomorrow, Today. Visit www.mercer.com for more information and follow us on LinkedIn and Twitter @Mercer.
Mercer LLC and its separately incorporated operating entities around the world are part of Marsh & McLennan Companies, a publicly held company (ticker symbol: MMC).
Marsh & McLennan Companies offers competitive salaries and comprehensive benefits. For more information about our company, please visit us at: http://www.mmc.com/. We embrace a culture that celebrates and promotes the many backgrounds, heritages and perspectives of our colleagues and clients. For more information, please visit us at: www.mmc.com/diversity.
Marsh & McLennan Companies and its Affiliates are EOE Minority/Female/Disability/Vet/Sexual Orientation/Gender Identity employers