Job Description

POSITION SUMMARY

Manages the Customer Service staff by overseeing and assessing staff activities to achieve optimal service level objectives. They monitor activities of the customer service team and provide real-time monitoring of; average speed of answer (ASA) during low and peak times, average length of calls, quality resolution of calls and call reporting analytics that can be explained to staff and management. The Customer Service Manager should be keen on identifying performance opportunities, training needs for all staff with an eye towards continuous improvement. They will hire, train, succession plan and coach Customer Service Reps (CSRs).

PRINCIPAL DUTIES & RESPONSIBILITIES

• Manage and lead a team of Supervisors in the Customer Service Department.

• Hire, train, coach, and lead CSRs.

• Train new CSRs on the systems, policies, processes, procedures, and other skills necessary to optimize and enhance their jobs.

• Perform real time monitoring of call queues, number of online CSRs available and wait times within Mitel phone system ensuring high levels of service and immediate responses to unfavorable call trends.

• Monitor the amount of time that CSRs are offline each hour to maximize desirable ASA trends.

• Handle and resolve escalated calls to reasonable conclusions.

• Answer staff questions, provide direction, diffuse difficult situations and handle issues that cannot be fielded by staff.

• Provide weekly reports to management on call center metrics with analysis.

• Maintain the customer service team schedule and attendance records.

• Conduct quality call audits and provide feedback to CSRs.

• Ensure staff members are achieving desired service levels requirements, inspire to improve and invoke performance management when needed.

• Prepare reports by analyzing call center data to improve processes, ensure resources are properly allocated, and maximize efficiency and customer experience.

• Performs additional duties or special projects as assigned.

EDUCATION & EXPERIENCE

The individual must meet the following requirements:

• Bachelor's degree preferred.

• 5 years of Customer Service leadership / management experience preferred.

• Strong leadership abilities to develop, direct and motivate employees.

• Insurance experience preferred (Operational /Underwriting /Claims/Billing /Risk Analysis).

• Excellent computer skills including Word, Excel and PowerPoint.

• Strong organizational skills to manage and prioritize projects.

• Strong presentation and communication skills (verbal and written).

• Strong interpersonal skills and experience working in a team environment.

• Proven experience working in or supervising high volume customer interaction phone activities.

• Familiarity with various Contact Center Software and analytics technologies (i.e., Amazon AWS, Five9, Dialpad, Ring Central).

• Some complaint handling experience.

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