Customer service supervisor

Descripción Importante empresa de seguros

MAIN DUTIES
Manage and develop the customer service staff.
Manage the day-to-day tasks of a multi-functional team (prioritization and SLA control).
Develop motivational team goals.
Promote quality customer service standards to ensure high service levels are achieved.
Provide input for system development and enhancements.
Identify problems and quickly resolve customer issues to ensure customer satisfaction.
Maintain communication within all levels of the company.
Anticipate and plan staffing needs and proactively seek alternative solutions.
Oversee the establishment and implementation of customer service policies and procedures.
Resolve all complaints and grievances. Liaison between department to address benefit, procedure or service issues.
Assess workflow, evaluate quality of customer service and satisfaction and provide feedback with recommendations.
Manage communication, production and distribution (i.e., member education material and newsletters).
Diverse responsi

Requisitos EXPERIENCE
Minimum of 2 years of steady customer service experience, preferably within the insurance industry.
Prior supervisory experience in a direct-to-consumer call center environment essential with proved track record of effective work-load management.
EDUCATION
Bachelors Degree with a major in business or management required or a minimum 5 years experience directly related to the specified job responsibilities.
Bilingual in English is an essential
SKILLS
Detailed-Oriented, think analytically
Ability to deliver caring, attentive, knowledgeable, confident, helpful, and prompt phone service
Ability to work independently and with minimal supervision and confidently deal with ambiguity
Exceptional interpersonal & influencing abilities
Ability to coach a diverse unit in order to foster a high performing team environment
Outstanding verbal and written communication skills as well as leadership with the ability to multi-task in a customer based environment

Experience of