Assistant Manager, Benefits Services – Call Centre (12 Month Contract)

Firm Description

OTIP (Ontario Lecturers Insurance coverage Plan) is a member-focused, service-driven group. We’re dedicated to placing our individuals first by fostering a constructive and inclusive work atmosphere, offering a aggressive complete compensation bundle and investing in profession growth. Our crew is at the moment on the lookout for an:

Assistant Supervisor, Advantages Companies – Name Centre (12 Month Contract)

Job Description

What you’ll do:
Manages direct experiences by offering supervision, teaching, suggestions and growth to make sure key efficiency indicators, productiveness and repair stage expectations are met.

Evaluates worker efficiency and identifies and units targets for coaching and growth alternatives.

Checks in with workers in particular person twice day by day to set targets and comply with up on efficiency in actual time.

Displays direct report’s day by day duties and offline work and redistributes work or makes suggestions for offline time necessities to make sure that all duties are accomplished on time.

Displays inbound member request queues and makes suggestions for changes to advantages providers representatives schedules as required.

Analyze and reply to efficiency knowledge similar to member satisfaction, efficiency and repair outcomes.

Resolves advanced issues and responds to member complaints by researching escalated member well being and dental claims, and different group protection and eligibility issues; figuring out the basis reason for the issues and offering the choice on one of the best resolution; expediting corrective or adjustment actions; referring to the supervisor of advantages providers, or different personnel, if the answer will not be inside the scope of the place.

Leads the efficiency administration course of by speaking job expectations and monitoring progress of particular person actions and effectiveness. This contains figuring out crew and particular person targets, providing job teaching, coaching, motivation and assist to assist staff meet aims and high quality necessities, reviewing progress, and providing suggestions as required.

Maintains attendance and additional time necessities and approves or declines requests by following requirements and procedures set out for the division.

Compiles attendance for the advantages providers name centre representatives by overseeing the distribution of laborious copy data for worker sign-off in accordance with requirements.

Ensures the environment friendly operation of the crew by dealing with the recruitment and choice of advantages providers representatives in session with the Supervisor of advantages providers.

Contributes to the strategic plan, division and organizational effectiveness and OTIP’s skilled picture by establishing and sustaining productive and constructive relationships with inside departments, insurance coverage carriers, particular person members, and group board and affiliate contacts; explaining our capabilities and efficiency attributes.

Maintains a protected and wholesome work atmosphere by establishing and implementing group requirements and adhering to authorized rules.

Contribute to the group’s effectiveness by providing info and opinions as a member of the administration crew.

Maintains skilled and technical data by attending instructional workshops, reviewing skilled publications, establishing private networks and collaborating in skilled growth applications.

Performs different duties inside competence, as assigned.

{Qualifications}

What you’ll deliver:
Three 12 months school diploma in enterprise research or an insurance coverage trade designation.

Three years of group insurance coverage expertise and one 12 months of supervisory expertise.

Excessive stage data of name centre and customer support environments and associated workflow.

Excessive stage data of insurance coverage and danger rules and powerful technical data of insurance coverage contracts, profit provisions and associated claims dealing with practices.

Wonderful written and oral communication expertise (capacity to speak in French might be thought-about an asset).

Information of Microsoft Workplace Suite functions, database and administrative software program and provider programs.

The demonstrated capacity to deal successfully with all ranges of inside and exterior stakeholders.

The demonstrated capacity to supply excellent service in an correct and environment friendly method.

Superior time administration and organizational expertise to handle competing priorities, together with mission administration expertise.

We additionally contemplate your potential. If you already know you could have what it takes to do the job however your expertise doesn’t precisely match the {qualifications} above, we encourage you to use and supply us with extra particulars about why you suppose you’ll be an excellent match.

Further Data

What we provide:
Aggressive wage and bonus construction

Business-leading employer-paid group advantages that begin in your first day

Outlined profit pension plan

100% protection of constant training and licensing charges (together with RIBO and AIC programs)

Versatile work at home and hybrid choices

Alternatives for development

In case you are on this alternative, please apply on-line.

OTIP and its group of firms attempt to create an accessible and inclusive work atmosphere the place everyone seems to be handled with respect and dignity. Upon particular person request, we’ll endeavour to take away any barrier to the recruitment and choice processes and supply lodging for individuals with disabilities.

As a enterprise, we defend what issues most to our members. As an employer, we worth what issues most in our office. Collectively, this contains fostering a various, equitable and inclusive atmosphere for all. We’re dedicated to studying and evolving so we will proceed to have a good time what makes us particular. You might be who you might be, and our variations are what make us distinctive.

We’re an equal alternative employer and encourage functions from all certified people. We thank all candidates for his or her curiosity; nevertheless, solely candidates chosen for an interview might be contacted.

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