Customer Service Supervisor
Company: Generali Global Assistance
Location: Hollywood
Posted on: June 15, 2022
Job Description:
Job DescriptionJob Summary:Reports to the Operations Manager,
CSD/Lead Customer Service Supervisor. The Customer Service
Supervisor provides initial and ongoing training to Customer
Service Representatives. The position also assists representatives
in providing excellent customer service and handles any escalated
calls that arise. This position will supervise a team of up to 15
Customer Service Representatives. Works in collaboration with CSD
Leadership and Account Managers while providing direction,
leadership, coaching, and mentoring to the assigned
Team.Responsible for performance management of assigned team
members; ensures that work is distributed equitably amongst team
members; Instructs and guides the assigned team and manages daily
tasks related to active and past cases according to Client Specific
Procedures. Is accountable for the efficiency and quality assurance
of procedures. Is responsible for general oversight of the Team's
performance and adherence to Company Policy. Approves and/or denies
all requests for time-off as permitted under Company Policy with
agreement of Operations Managers or Director.Principal Duties and
Responsibilities: Supervision and Training
- Responsible for supervision of call floor operations during
hours of operation which includes evenings, weekends and
holidays
- Ensures that Customer Service Representatives are handling
customer issues and requests timely and effectively, following
proper procedures as detailed in performance guidelines and Best
Practices, and according to the Quality Objectives
- Responsible for the completion of Quality Assurance evaluations
for team members
- Coaches and develops Customer Service
Representatives/Assistance Coordinators focusing on product
knowledge, processes & procedures, phone etiquette, and related
customer service skills
- Supports initial Department orientation and onboarding for new
hires with the help of the Training Manager, CSD
- Assists in conjunction with Operations Managers, with the
issuance and the follow-up of the Department's team schedule
- Supports team members, conducts regular coaching sessions with
all team members to review escalated calls & cases, training
opportunities and individual performance metrics
- Documents employee performance including disciplinary action,
up to and including termination
- Provides leadership support and back-up in the absence of other
Supervisors and Manager
- Participates in the ongoing improvement of Customer Service
Department's training curriculum
- Assists in the interview process and hiring of new team
members
- Writes and delivers performance reviews for direct reports and
provides measurable benchmarks and goals for each team member
- Responsible for timecard management of team members, including
time off requestsCustomer Service
- Responds to escalated calls and provides resolution to issues
and concerns of customer, providers and insureds, has the
organizational ability to escalate the issue to upper management as
required
- Works closely with other departments to assist them with
customer service issues
- Assists with inbound calls and emails when volume warrants
- Provides internal customer service assistance and support to
team members and other departments as requiredAdministrative
Support and Coordination
- Analyses of the data yielded by performance and quality
reports, identifying trends, and interpreting data to improve
employee performance
- Schedules and conducts daily team huddles, team meetings, and
root cause problem solving
- Represents Customer Service leadership by participating in
planning and implementation meetings with other departments
- Stays informed and current on policy/procedural changes within
the company
- Collects Weekly/monthly activity facts and figures of
Department (calls, emails, faxes…) and reports to the upper
management which requires knowledge of reporting functions, such as
Genesys, Reporter, monthly statistics as well as creating related
reportsLeadership
- Exhibits confidence in self and others; Inspires and motivates
others to perform well
- Effectively influences actions and opinions of others,
inspiring respect and trust
- Accepts feedback from others; Provides vision and inspiration
to peers and subordinates
- Gives appropriate recognition to others
- Displays passion and optimism about the organization when
interacting with internal and external employeesLean Management
System and Principles
- Commitment to Lean tools and leadership practices in all
aspects of job performance
- Enables employees to contribute to their fullest potential
- Connects strategy, goals, and meaningful purpose for
employees
- Discovers better ways of working.
- Delivers value efficiently to the customerRequired / Desired
Knowledge, Experiences and Skills:
- Minimum 2 years' experience in a current Customer Service
Department (CSD), or equivalent call center environment within the
industry
- Prior knowledge and experience in healthcare, insurance and
multi-lingual Assistance/Call Center environments
- Prior experience in ISO or other Quality Assurance Management
programs is highly desired
- Excellent verbal and written communication skills and ability
to manage and prioritize tasks
- Excellent presentation and training skills
- Excellent motivational and problem solving skills
- Multilingual with excellent English language skills
- Excellent interpersonal skills necessary to interact positively
with clients, providers and internal staff. Must represent the
organization in a professional and knowledgeable manner
- Advanced knowledge of medical terminology and the US healthcare
system
- Essential computer skills: MS Office (Word, Excel, Power Point
and Outlook), advanced typing skills and Internet research
- Strong time management; Ability to prioritize duties and manage
workload in an effort to complete all duties in a timely
manner
- Ability to define problems, collect data, establish facts, and
draw valid conclusions
- Ability to apply concepts of basic algebra and geometry to
tasks such as reporting and testing
- Ability to interpret a variety of instructions in written,
oral, diagram, or schedule form
- Ability to read and interpret documents such as safety rules,
operating and maintenance instructions, and procedure manuals
- Ability to read, analyze, and interpret general business
periodicals, professional journals, technical procedures, or
governmental regulations
- Ability to write routine reports, business correspondence and
procedure manuals
- Ability to effectively present information and respond to
questions from groups of managers, clients, customers, and the
general public
- High stress tolerance
- Flexible to support the needs of the 24/7 Customer Service
Department
- Prior supervisory or management
experienceEducation/Certifications:
- Associates Degree or equivalentPhysical Working
Environment:While performing the duties of this job, the employee
is required to stand; walk; sit for long periods of time; use of
hands to grasp, handle, or feel; reach with hands and arms; finger
dexterity; talk; hear. The employee is occasionally required to
climb or balance and stoop, kneel, crouch, or crawl. The employee
must frequently lift and/or move up to 10 pounds and occasionally
lift and/or move up to 25 pounds. Specific vision abilities
required by this job include close vision, distance vision,
peripheral vision, depth perception and ability to adjust focus.The
above statements are intended to describe the general nature of
work being performed by people assigned to this classification.
They are not to be construed as an exhaustive list of all
responsibilities, duties and skills required of employees so
classified.Generali Global Assistance is an Equal Opportunity
Employer M/F/Disability/VeteranPowered by JazzHRBVxxnHtHZp
Keywords: Generali Global Assistance, Hollywood , Customer Service Supervisor, Hospitality & Tourism , Hollywood, Florida
Didn't find what you're looking for? Search again!
Loading more jobs...