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Supervisor, Customer Service
Assurant
Champaign, IL, United States
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Description
TheSupervisor, Customer Service has overall responsibility for organizing the work and activities of their assigned team, department, or unit. This position delegates tasks to accomplish the workflow and department objectives, provides input toward the hiring, termination and performance evaluation processes. Additionally, the supervisor is responsible for monitoring/managing the phone queue to maximize phone coverage. The Supervisor, Customer Service will report to the VP, Claims Practices.
• Organizes and revises workflow and workloads of employees, receiving support from assigned Team Leads as appropriate
• Anticipates staffing and scheduling needs, overtime, vacations, etc. Makes approval decisions and documents various employee requests related to schedule changes, time off, etc.
• Investigates (card) member complaints or escalated issues that cannot be resolved at the staff level.
• Monitors operational records, databases and documents to ensure efficient and quality service and productivity by using various systems.
• Creates and designs monthly reports as needed.
• Assists in the development of department policies and procedures. Provides interpretation as needed.
• Provides input toward the hiring, termination and disciplinary process.
• Appraises and documents employee’s performance. Provides recommendations to management.
• Assists the manager and staff in problem solving issues by offering solutions.
• Assists in system testing and provides input and feedback on new system enhancements when necessary
• May perform other related duties as assigned
Qualifications
• High School diploma or equivalent required. Some College or Associates Degree in business, finance, or related field preferred.
• 3-5 years of experience in a customer service-oriented role or industry
• 1-3 years of experience in a team lead or similar role
• Previous experience with computer systems and data entry preferred.
• Excellent customer service skills. Ability to work with all levels of staff and management.
• Ability to communicate effectively and professionally, strong verbal and written communication skills.
• Ability to explain technical and non-technical information.
• Ability to maintain client/employee confidentiality.
• Excellent active listening and coaching skills.
• Complete knowledge of business unit’s policies, warranties, services and procedures.
• Ability to coordinate and work with internal and external personnel.
• Ability to manage time utilizing good judgment and initiative in organizing and prioritizing workload.
• Understanding of roles and responsibilities of employees and operations of a call center.
• Basic knowledge of policies and procedures related to employees.
• Ability to solve problems to an acceptable resolution.
• Ability to maintain and compile data and statistics for records and reports.
• Ability to mentor and coach staff to positive results.
• 1-2 years’ experience in training or coaching role preferred.
• Previous experience in call center management preferred.