Team Manager, Call Center

Company:

Marsh McLennan Agency

Description:

The Team Manager, Call Center, is primarily responsible for the productivity, service level and development of the Call Center. This includes complete responsibility for the Call Center Staff, daily metric reporting, capacity planning for Open Enrollment, client interaction, budgeting / forecasting, training, and mentoring.

ESSENTIAL DUTIES AND RESPONSIBILITIES includes, but are not limited, to the following:

• Managing call volume and staffing to meet service level agreements
• Performing quality checks on the Service Now
• Performing quality checks of Cloud Five9
• Performing quality checks of call content
• Performing quality checks on team deliverables
• Coaching, counseling, and performance management
• Manage and lead Quality, Learning & Development, and Liaison resources
• Continuous assessment of services provided to create “Best in Class”
• Research complex issues and educate Call Center team members to increase service
• Remain current with Health & Welfare and other related regulations
• Monitor calls and CloudFive9 providing feedback to Call Center Staff
• Managing adherence to schedule, procedures and worker instructions
• Support development, identify areas of improvement and encourage growth of staff
• Manage internal and external escalations
• Develop a positive relationship between all departments within the MMA organization
• Support the programming of 800# queues, agent and skill set assignments
• New client implementations
• Create and maintain SOPs and Worker Instructions
• Mentor Call Center Supervisors

REQUIRED EDUCATION AND EXPERIENCE:

• Bachelor’s Degree is required or the equivalent work experience
• 7 -10 years’ experience managing a call center
• Extensive working knowledge of Health & Welfare Benefits preferred
• Prior experience in benefits and customer service preferred
• Prior experience in training, coaching and developing team members
• Strong Capacity Planning experience
• PA Life and Health license preferred

KNOWLEDGE, SKILLS AND ABILITIES

• Strong organizational, analytical skills and strong attention to detail;
• Excellent troubleshooting, decision making and problem solving skills;
• Solid interpersonal, verbal and written communication skills;
• Ability to work well independently and as a team member;
• Ability to multitask and successfully operate in a fast-paced work environment;
• Ability to prioritize projects and meet deadlines;
• Ability to follow through on and successfully execute tasks while adhering to specified quality standards;
• Demonstrated ability to provide superior customer service and maintain positive relationships with client contacts;
• Proficiency in Microsoft Office Suite, including MS Word (Intermediate), Excel (Intermediate) and Access (Intermediate);
• Proficiency in use of PC such as keyboard skills and electronic folder/file organization and management;
• Aptitude for learning internal systems, applications and internal work flow of the Call Center;
• Must be able to effectively interact with people at all levels inside & outside of the company.
• Must be comfortable presenting Call Center capabilities for client and prospect meetings

PHYSICAL DEMANDS AND WORK ENVIRONMENT

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• While performing the duties of this job, the employee is:
• Frequently required to sit; speak or hear; use hands to finger, handle, feel objects, and reach with hands and arms;
• Occasionally required to stand and walk;
• Extensive use of computer and keyboard and viewing of computer screen required;
• Specific vision abilities required by this job include vision, & ability to adjust focus.
• Other working conditions are normal for an office environment.

WORK LOCATION

• Work is typically performed in a hybrid manner based out of our Conshohocken, PA, office.

We embrace a culture that celebrates and promotes the many backgrounds, heritages and perspectives of our colleagues and clients. Marsh & McLennan Agency offers competitive salaries and comprehensive benefits and programs including: health and welfare, tuition assistance, 401K, employee assistance program, domestic partnership benefits, career mobility, employee network groups, volunteer opportunities, and other programs. For more information about our company, please visit us at: http://marshmma.com/careers. 

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