Customer Service Supervisor 1

3 weeks ago

Taguig, Philippines WTW Full time

The Role

  • Provide role model leadership for Customer Service Representatives

  • Ensure schedules are communicated and performed accordingly by CSRs

  • Ensure established practices and work processes, tools and methodologies are being utilized

  • Coordinate staffing with various Service Center Managers

  • Assist in training and developing associates in the Customer Service Center

  • Foster teamwork, positive morale, and open communication

  • Handle client escalations as directed/needed

  • Handle participant interactions as necessary during periods of high call volume

  • Perform customer service support and meet clients' day-to-day administrative needs with respect to benefit plans

  • Provide technical support and assist customers in using web-based, employee self-service tools, and be able to troubleshoot basic technical support issues for CSRs

  • Respond professionally to customer inquiries/complaints received via phone, e-mail or chat and ensure that appropriate action is taken, including follow up

  • Research participant questions and plan issues

  • Maintain complete and accurate call and case notes

  • Work closely with other customer service representatives and client representatives

  • Complete special projects as needed

  • Communicate on a proactive basis

  • Participate in team meetings and training and may participate in client status meetings

  • Read and understand the client's plan documents, amendments and online knowledge base tools, etc.

  • Participate in development of knowledge base tools and client implementation

  • Monitor staff and call management system queues/metrics to consistently meet Service Center performance metrics and quality goals

  • Work with Client leadership to ensure client cases assigned by CSRs are handled in a timely fashion

  • Provide back-up coverage for Client leadership through direct support or coordination of coverage with the client team

  • Perform other duties as assigned

The Requirements

  • 3 + years in customer service setting with management/leadership experience; health and benefits or pension experience required

  • Associates or Bachelor's a plus

  • Experience working in a global company/ matrixed environment

  • Strong interpersonal skills

  • Demonstrate strong written and verbal communication and time management skills

  • Ability and desire to encourage professional development of associates

  • Strong proficiency in the use of desktop and web-based computer applications including Microsoft Office (particularly Word and Excel), Database and Software programs, Internet Navigation and Call Center systems; the ability to use several at the same time

  • Strong attention to detail and excellent organizational skills

  • Ability to communicate policies and procedures and ensure compliance

  • Ability to work a flexible work schedule and be punctual to work

  • Ability to successfully work in a team environment

WTW is an Equal Opportunity Employer

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