CUSTOMER SERVICE SUPERVISOR-2 in RETIREMENT ADMINISTRATION SERVICE CENTER
About the role
The CUSTOMER SERVICE SUPERVISOR-2 works closely with RASC business leaders to fulfill divisional strategic objectives, meet and exceed performance standards, and build a culture of high performance in delivering service to internal and external clients.
Responsibilities
Develops and implements strategies to motivate staff and gain optimum performance to achieve service level and performance goals; creates effective communication channels for agent feedback; may conduct workshops and guide revisions/updates on materials.
Coaches, trains, and leads team members to actively listen to clients' needs and offers relevant solutions and support.
Supports Manager in administering all performance management functions, including but not limited to employee recruitment, mid-year and annual performance reviews, coaching, mentoring, training and development, disciplinary action and succession planning.
Ensures compliance of internal and external business policies, procedures and processes.
Provides input on other retirement, benefits, and human resources-related issues.
Audits departmental practices to ensure consistent implementation of best administrative practices.
Conducts quality assurance surveys and other mechanisms (i.e., reporting scorecards, dashboards, etc.) to identify customer satisfaction levels or training opportunities and seeks improvement as needed.
Evaluates and analyses data and trends to improve client service experience and ensures quality results.
Requirements
Minimum 10 years customer service experience; at least three years in supervisory role.
Demonstrated knowledge of contact center operations; familiar with Automated Call Distributor, Interactive Voice Response, Workforce Management and Customer Relationship Management.
Proficient with contact center voice and data management systems and able to quickly learn new software; knowledge of contact center practices with strong analytical and problem-solving skills.
Experience in managing metrics ensuring customer satisfaction and reporting statistical performance levels related to operations.
Exemplary verbal, written and change communications and presentation skills; able to work in a highly collaborative manner and formulate a clear point of view.
Able to work with strong personalities and different work styles while remaining calm, tactful, courteous and respectful under pressure.
Able to troubleshoot and resolve complex, emerging issues and meet critical deadlines.
Experienced in overseeing all aspects of the performance management process, including staff evaluations and succession planning.
Qualifications
Bachelor's degree in related area and / or equivalent experience / training.
Proficient in Microsoft Excel and Office.
Skills And Abilities
Knowledge of contact center operations; familiar with Automated Call Distributor, Interactive Voice Response, Workforce Management and Customer Relationship Management.
Proficient with contact center voice and data management systems and able to quickly learn new software; knowledge of contact center practices with strong analytical and problem-solving skills.
Experience in managing metrics ensuring customer satisfaction and reporting statistical performance levels related to operations.
Exemplary verbal, written and change communications and presentation skills; able to work in a highly collaborative manner and formulate a clear point of view.
Able to work with strong personalities and different work styles while remaining calm, tactful, courteous and respectful under pressure.
Able to troubleshoot and resolve complex, emerging issues and meet critical deadlines.
Experienced in overseeing all aspects of the performance management process, including staff evaluations and succession planning.
Pay
$105,000.00 - $115,000.00
Schedule
Hybrid position located in Oakland, California.