Req ID: 28587BR
bswift is a rapidly growing employee benefits administration software company based in Chicago, IL. Our Internet based system simplifies employee benefits administration with solutions that encompass all aspects of employee benefits enrollment/administration, employee benefits communications, and information and content for Human Resources Managers. bswift’s award-winning technology significantly reduces administrative costs and time-consuming paperwork, improves Human Resources responsiveness, and enhances the employee benefits offering.
We are looking for employees who will consistently reflect our core values of higher standards, greater accountability, and more fun.
Description:
The call center supervisor is responsible for the daily activities and supervision of a team of customer service employees. This role is responsible for the quality, efficiency and effectiveness of own team, identifying and resolving routine issues, and partnering with the call center leadership team to ensure overall call center objectives are being met. The supervisor will be responsible for staffing, training, managing resource allocations, resolving escalated calls, assisting with customer issues, monitoring customer interactions (calls and emails), providing coaching and feedback, managing daily workload, gathering data and reporting results to clients, and other operational tasks.
. Responsibilities include, but are not limited to:
* Develops, motivates, evaluates and coaches staff on work procedures, proper call handling and teamwork delivering excellent customer service. Is visible and available to staff to answer questions, monitor calls and workload, resolve escalated calls and give ongoing consistent feedback.
* Assesses individual and team performance on a regular basis and provide candid, professional and timely feedback regarding developmental and training needs; including completion of monthly and annual scorecards.
* Schedule formal one-on-one meetings at least monthly to review and discuss performance; goal attainment and career development.
* Manage annual performance review process by writing and delivering performance and pay messages.
* Supports customer service representatives on calls with system, policy, program and procedure knowledge, process transactions with special focus on customer service
* Establishes and reinforces clear vision aligned with company values – Higher Standards, Greater Accountability and More Fun; motivates others to balance customer needs, company needs and business success.
* Manages and monitors daily workflow and reporting to ensure business objectives are maintained and accurately reported; ensures resources are aligned appropriately across function and/or department
* Develops and maintains strong collaborative relationships with constituents and internal business partners to maintain excellent lines of communication and share resources to meet common service center and companywide objectives.
* Leverage the unit’s resources to resolve call inquiries and escalations by identifying the issue, taking ownership of the issue through resolution, obtaining applicable information, perform root cause analysis and act upon the solution while providing clear and consistent communication throughout the process.
* Remove barriers to job performance by obtaining timely information and communicating clearly and consistently to the team, ensure systems and resources are working efficiently with accurate data and are available to the team, and ensuring compliance of all applicable regulations or service level agreements (ie HIPAA compliance, ERISA, company code of conduct, service level agreements etc.)
* Attracts, selects and retains high caliber, diverse talent able to successfully achieve or exceed business goals. Builds a cohesive team that works well together.
* Acts as liaison between staff and other areas, including management, functional departments, and clients accurately and professionally communicating workflow results, idea and solutions.
* Partners with client service team to build relationship with clients and finds opportunities to demonstrate value within the call center through effective communication, and responsive service.
* Proactively analyzes data, identifies call and client trends and issues. Recognizes and acts on these needs to improve the service provided. Clearly identifies what must be accomplished for successful completion of business objective.
* Effectively applies and enforces Aetna HR policies and practices, ie. FML, Attendance, Code of Contact, Disciplinary guidelines, etc.
* Other duties as assigned.
Qualifications:
Required:
* Bachelor's degree from four-year college or university
* 2 – 5 + years’ experience in a leadership and supervisory role
* Proven strong leadership skills overseeing a team that utilizes various technology platforms
* Multiple years of customer or client services experience
Desired:
* Previous Call Center / operations experience
* Systems, Internet and Telephony Environment experience
* Previous Benefits Administration Experience
Job Function: Interim - Acquisition