Contact Center Supervisor
Company: New York Life
Posted on: June 10, 2021
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.
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.
- 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
- Ability to quickly understand the client's needs and set
- Proven ability to operate in a fast-paced, customer service
- 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
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
Keywords: New York Life, Bethlehem , Contact Center Supervisor, Other , Bethlehem, Pennsylvania
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