Contact Center Supervisor

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Date: Jun 3, 2021

Location: Bethlehem, PA, US

Company: New York Life Insurance Co

 

When you join New York Life, you’re joining a company that values development, career growth, collaboration, innovation, and diversity & inclusion. We want employees to feel proud about being part of a company that is committed to doing the right thing. Through various resources and programs, you can grow your career while developing personally and professionally.

GBS2021

 

 

Contact Center Supervisor

 

The Contact Center Supervisor manages a team of 10-15 direct reports.  Primary responsibilities include: supervises the daily activities of a group of contact center representatives who respond to/research client/broker inquiries/issues. This role will provide direction and guidance regarding policies, procedures, workflows, customer service quality, and training needs. They will also be responsible for monitoring customer service standards for service requests and call metrics.  This role will also assist in the management of the departmental operations for the contact center; monitors the traffic and scheduling function, including operating structure, and information flow.  Independently analyzes call center trends in order to predict long and short-term staffing needs.

RESPONSIBILITIES

  • Ensure department/team metrics are met or exceed service levels.
  • Drive adherence to our Service Philosophy within the team and in all interactions with clients, brokers and business partners.
  • Ongoing review of Audit/Call Monitoring/Flow to ensure it meets the needs of our clients/brokers and business partners.
  • Build and support a high performance culture within the Team, focusing on employee training and development, regular and open communication, individual accountability and recognition; including addressing performance issues/trends immediately.
  • Responsible for monitoring and creating departmental reports, and reviewing for potential issues/trends.
  • Scheduling of staff to ensure we have appropriate coverage for all times throughout the day
        • Manage to budget, including adherence to an appropriate staffing model.
  • Develop and maintain effective business partnerships to ensure service issues are managed accordingly. 
  • Improve client/producer relationships and persistency through an effective, well defined service structure.
  • Ensure internal process/procedures are client focused and efficient.
  • Maximize operational effectiveness by driving consistency in process and procedures for a multi-site organization
  • Participate in projects and initiatives in support of service and operational excellence and providing consistent, positive client experience.

 

QUALIFICATIONS

  • Bachelor’s Degree or equivalent work experience; minimum of 3 years’ experience in customer service or claims.  Prefer candidate can demonstrate increasing responsibilities in roles held, which would make them qualified for management role.
  • Strong knowledge of Life, Accident, & Disability benefits, products, and services.
  • Proven ability and record in recruiting and developing talent, team building, planning, change management and profitability growth
  • Ability to quickly understand the client’s needs and set expectations.
  • Proven ability to operate in a fast-paced, customer service environment.
  • Strong analytical ability and detail oriented
  • Strong verbal/written communication and organizational skills to effectively communicate and interact with all levels and functions within the organization.
  • Ability to manage multiple and divergent priorities and deadlines, high volume of service requests and work independently and proactively, negotiate and manage expectations for mutually acceptable solutions.

 

Recognized as one of Fortune’s World’s Most Admired Companies, New York Life is committed to improving local communities through a culture of employee giving and volunteerism, supported by our Foundation. We invite you to bring your talents to New York Life, so we can continue to help families and businesses “Be Good At Life.” To learn more, please visit LinkedIn, our Newsroom and the Careers page of www.NewYorkLife.com.

Job Requisition ID: 83649

 

 

 


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