Customer Service Center Manager

2 weeks ago

Taguig, National Capital Region, Philippines Willis Towers Watson Full time

Responsible for day-to-day management for a group of Benefits Customer Services Representatives and Service Center Supervisors supporting assigned clients.

Responsibilities include:

  • Staffing and performance management
  • Training
  • Participant satisfaction
  • Meeting performance metrics

Also, responsible for contributing to improved process or operational policies, developing consistent standards and work methodologies and recommending changes to products and services to ensure clients and participants are satisfied.Uses experience and judgment to plan and accomplish goals. Performs a variety of tasks. Leads and directs the work of others. Some degree of creativity and latitude is expected.

The preferred candidate will have a bachelor's degree and at least 4 years of experience in the HR/Benefits Administration or Call Center fields. Prior people management experience is required. Familiarity with a variety of the HR/benefits concepts, practices and procedures such as health and welfare administration, pension administration, HR self-service (IVR, web, etc.), and HRIS/Payroll is preferred.

This position may require some travel (including International).

The Role

  • Collaborate with U.S. based Service Center Manager to support ongoing client relationship, requirements and resolve escalated client issues as needed
  • Work with U.S. based Service Center Manager to provide reporting and trend information to clients, make recommendations to clients to improve service and efficiencies
  • Consult internally with other WTW colleagues in order to develop domain knowledge for benefits technologies to consult with clients and translate the requirements into call center system functionality.
  • Provide direct management to team members. Train, mentor and develop staff in the Service Center.
    • Perform ongoing feedback, reviews and participate in other people management activities
    • Assist associates with career development
    • Foster teamwork, positive morale, open communication and "make this a great place to work".
  • Drive consistent team methodology, process and deliverables.
    • Ensure that standardized work processes, tools, and methodologies are being used to improve quality and profitability
    • Implement standardized work processes, tools, and methodologies within the group to improve quality and profitability
  • Balance workload and maximize utilization for the group.
  • Resolve team/resource issues or elevate to service center leadership as needed.

The Requirements

  • Bachelor's degree (preferred)
  • Strong customer services focus (minimum 4 years' experience in Customer Service setting).
  • Working knowledge of health & welfare and/or defined benefit pension plans
  • At least 2 years' experience with people management
  • Strong interpersonal skills particularly in resolving group management issues.
  • Demonstrate strong written and verbal communication, time management, and project organization skills
  • 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
  • Ability and desire to promote professional development of staff
  • Ability to motivate group members to initiate process improvements
  • Ability to learn new technologies and solve problems in a complex environment
  • Be available for extended work hours as needed
  • Demonstrate client service focus and flexibility in supporting client requests
  • Demonstrate commitment to quality and continuous improvement
  • Demonstrate a desire to learn and accept new challenges

WTW is an Equal Opportunity Employer


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