Customer Contact Services Supervisor
Selman & Company - Cleveland, OH

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Provide day-to-day management and supervision to subordinate customer service staff; in their administration of turn-key services to individual Policy holders for all other lines of business serviced by Selman & Company.

General and Specific Responsibilities

General Responsibilities :

Manage CSR’s who field inquires, process requests, correspondence and who meet support requirements to individual Policy Holders on a daily basis. This is a working Manager position- as such; may answer phones and perform duties/provide back-up to CSR’s.

Specific Responsibilities:

1. Supervise, coach and mentor subordinates.

2. Achieve quality and quantity metrics.

3. Conduct @ a minimum, quarterly reviews of metric achievement / individual goal achievement; in accordance with variable pay guidelines; for eligible participants.

4. Study schedules and estimate time, cost, and resource requirements for delivery of services, and/or completion of job assignments. Balance workload of CSR’s.

5. Manage and approve overtime for subordinates.

6. Provide communications and internal support to Enrollment, in accordance with internal quality specifications and order of daily priority.

7. Demonstrate teamwork to ensure logs, reports, and metrics associated with external customer satisfaction and retention is achieved.

8. Work with Leadership team on time sensitive customer responses.

9. Analyze reports of findings and recommend response to complaints, considering nature and complexity of complaints, requirements, and actions of subordinates to ensure resolution to problems are handled appropriately.

10. Supervise and coordinate activities of workers engaged in maintaining central records files

11. Support audit activities.

12. Engage in work flow analysis and continuous improvement to eliminate waste, ensure quality and enhance productivity of work group.

13. Participate in Customer Contact Services Team meetings

KNOWLEDGE AND SKILLS REQUIRED:
· Proficient in use of email (Outlook) and internet research
· Knowledge of relevant software application: Microsoft -Word, Excel (mail merge experience)
· Keyboard skills/ data entry-50 WPM minimum
· Knowledge of office management systems and procedures-2-3 years
· Knowledge of administrative procedures-5 years
· High school diploma or equivalent
· Managing Performance of others – Must be able to monitor, hold employees accountable, train, mentor and coach
· Organization and Planning – Must be able to work effectively and accurately to meet deadlines.
· Prioritizing and delegation– Demonstrates ability to work on items that are assigned with specific time standards and delegate to others
· Problem Solving – Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; works well in group problem solving situations; uses reason even when dealing with emotional topics.
· Technical Skills –strives to continuously build knowledge and skills; shares expertise with others.

ESSENTIAL JOB FUNCTIONS : Operate computer and keyboard; able to use phone; sit for long periods; communicate using speech, hearing and vision skills.