Client Service Center Supervisor

Metlife Legal Plans•Cleveland, OH

13d

About The Position

The Client Service Center Supervisor will focus on coaching client service representatives on developing call and/or chat management skills and overall productivity. You will contribute to achieving departmental performance goals, increasing NPS, CSAT, and delivering on our mission of creating the world’s best legal service for working families.

Requirements

5 years+ experience leading in a Customer Service-related field
Successfully demonstrated ability of leading a team, managing performance, influence, and drive focus to effectively develop team members to achieve goals
Demonstrated success as a values-based leader who can build and maintain a culture of empowerment, development, ownership, and accountability
High level of confidentiality to handle sensitive/confidential situations and documentation
Strong work ethic with the ability to self-start, prioritize, and multi-task a high-volume workload
High energy player who has the ability to analyze and solve problems, perform complex tasks, and prioritize independently while supporting the company’s strategic plan
Bachelor’s degree from an accredited university

Nice To Haves

8 years+ management experience over a Customer Service Department
Proven track record of strong leadership with MLP and solid understanding of MLP product and systems
Prior call center work experience using cloud-based systems such as Calabrio, Cisco, Zendesk, i5, and Outlook

Responsibilities

Build a culture of inspiration within the CSC for offering remarkable customer experiences for legal plan members and potential members
Supervise a team of 8-15 CSRs for optimal call and/or chat management and overall productivity
Accountable for daily contact center operations to ensure departmental service level goals are met
Conduct call and/or chat monitoring and coaching feedback sessions to develop CSRs ability to deliver remarkable experiences, while presenting all product options to customers
Develop CSRs knowledge, skills, and abilities for advancement to next level
Coach CSRs on call and/or chat efficiency and productivity
Manage ongoing departmental workload to support first contact resolution and efficient follow up on open member enrollment and various inquiries
Handle difficult issues and escalated complaints from customers and provide appropriate resolutions
Handle disciplinary situations appropriately and in a timely manner to ensure adherence to department and company policies, procedures, practices with accordance of the CWA Union Contract.
Take customer calls as needed to achieve service level goals
Supporting all initiatives tied to system rollouts, upgrades, process changes, and training as needed
Other duties as required or assigned