Supervisor, Virtual Enrollment Solutions

Unum

4d•$53,300 - $100,700•Hybrid

About The Position

This position is responsible for managing employees, processes and output for assigned team. The incumbent will monitor business processes and work to ensure efficient, cost effective, and high-quality output while managing future growth and automation. The Supervisor has sufficient technical and analytical skills so as to facilitate and enhance the customer experience and/or process efficiency through process improvement, mentoring, training of others, project participation and quality assurance methods. This role will handle complicated and sometimes sensitive service and personnel matters. This role will be adept at turn around challenges and converting them into opportunities for deeper customer loyalty and potential customer expansion. This role will also support the operating effectiveness and efficiency of the assigned service operation. Currently needing a Night Shift Supervisor with a typical schedule being 11am-8pm EST, with flexibility to work between 730am-830pm EST as needed.

Requirements

Bachelor’s degree or equivalent work experience preferred
Leadership experience preferred
Excellent oral and written communication skills, presentation and interpersonal abilities
Strong internal and external customer service orientation with deep and broad expertise of the front-to-back customer experience and ability to describe things from a customer perspective
Strong organizational, analytical and time management skills required
Strong analytical, creative problem solving and information seeking skills with ability to respond tactically in a dynamic environment
Demonstrated ability to deliver results, achieve goals – highly self-directed and driven by speed of resolution and results
Strong PC skills required
Strong analytical, creative problem solving and information seeking skills with ability to respond tactically in a dynamic environment
Experience in motivation, team building and collaboration/partnership
Manage a virtual and/or in person team
Availability and Flexibility to work between 730am-830pm EST Mon-Fri

Responsibilities

Accountable for team level metrics to ensure that departmental goals are met.
Manage the day to day activities of leading a direct reporting team including all aspects of people management, assist in interviewing candidates, training, and performance management that creates a high-performance operating environment.
Assess quality, accuracy and customer effort levels through conducting supplemental audits as directed by Department’s Management and/or Support team. Includes tracking findings, documenting training opportunities and communicating with management on a regular basis as well as maintaining audit production standards set forth by the leadership team.
Ability to work and collaborate with cross-functional business areas to achieve results.
Review existing processes and procedures to streamline processes and increase productivity; recommend changes to processes to upper management; ensure compliance to corporate policies, procedures and controls.
Support implementation of any new processes going forward and deliver breakthrough levels of improvement on key initiatives.
Collects and analyzes trends and drives improvement opportunities (new workflows, procedures and training).
Ensure departmental compliance with all system, standards, and procedures.
Develop strong working relationships with management at all levels.
Lead by example as an active change agent by leveraging influence skills.
May perform other duties as assigned.

Benefits

Award-winning culture
Inclusion and diversity as a priority
Performance Based Incentive Plans
Competitive benefits package that includes: Health, Vision, Dental, Short & Long-Term Disability
Generous PTO (including paid time to volunteer!)
Up to 9.5% 401(k) employer contribution
Mental health support
Career advancement opportunities
Student loan repayment options
Tuition reimbursement
Flexible work environments