Customer Service/Call Center Manager

This position reports to the Vice President of the MWG-Administrators TPA Division and is an exempt, salaried role located at a MWG Call Center in Miami, FL.

Responsibilities

• Coordinates and oversees the activities of Customer Service Specialists and the department.
• Plans, prepares, and devises work schedules according to budgets and workloads.
• Reviews and approves time off requests.
• Evaluates employees through the HRIS system and makes recommendations for pay increases and/or promotions.
• Interprets and communicates work procedures and company policies to Customer Service Specialists (CSS).
• Communicates goals to and observes and evaluates performance of CSS.
• Issues instructions and assigns duties to CSS.
• Manages and reports daily production by CSS and departments.
• Assists CSS in resolving problems and completing work.
• Identifies training needs uncovered during CSS observations.
• Resolves complaints and answers questions from customers regarding services and procedures.
• Reviews and recommends staffing and payroll budget and department procedural changes.
• Recommends hiring or discharging employees as needed.
• Communicates with other departments and management to resolve problems and expedite work.
• Performs other duties as assigned by the Division VP.

Requirements

• High School Diploma or GED required; Associate’s or Bachelor’s degree preferred.
• Minimum of two years’ experience in a call center or customer service area.
• Minimum of one year of experience in a supervisory or training position; 3-5 years of supervisory experience in customer service or another service industry preferred.
• Excellent computer skills, including proficiency in MS Outlook, Windows, Excel, and Word.
• Ability to learn and become proficient with TPA department software.
• Strong time management, organizational, problem-solving, and customer service skills.
• Ability to work well under pressure with multiple priorities and meet deadlines while maintaining attention to detail.
• Bilingual (Spanish & English).

Skills

• Ability to work in a high-paced environment while multitasking or handling interruptions.
• Ability to work independently with effective time management.
• Ability to prioritize projects, work on multiple projects simultaneously, and meet deadlines in an organized manner.
• Excellent problem-solving skills and keen attention to detail.
• Strong written and verbal communication, interpersonal, and relationship-building skills.
• Ability to handle stressful situations appropriately.
• Ability to maintain confidentiality and privacy in all aspects of the job.

Essential Job Functions

• Must be able to read, write, and speak English; Spanish is a plus.
• Must be able to work as scheduled.
• Must possess sight and hearing senses or use prosthetics that enable these senses to function adequately.
• Must be able to bend, stretch, reach, and sit or stand at a desk during 85% of the workday.
• Must be able to lift, stoop, and carry small equipment items and supplies, possibly weighing up to 20 lbs.