Customer Care Supervisor

Job Profile Summary

Supervise and facilitate the day-to-day operations in the Call Center. Monitor the daily activities of each Call Center Representative (CCR) with regard to the departmental service standards and quality goals.

Responsibility:

• Evaluates and coordinates workflow and activities to achieve expected volume

• Oversee departmental communications between CCR's and management staff with regards to policy/procedure changes, market updates and product/marketing initiatives

• Field problem calls and escalated calls from CCR's and ensure issues are resolved quickly and accurately. Requires in-depth knowledge of products and services

• Ensure proper training of each CCR. Monitor live and recorded calls providing constructive feedback in a timely manner

• Coordinate efforts to improve quality of service in the department

• Coach and mentor the team while maintaining departmental standards. Ensure performance goals are realistic and achievement is maintained

• Prepare and deliver performance evaluations objectively and in a timely manner

Qualifications:

• Bachelor's degree in business or related field or equivalent experience

• Minimum of 5 years relevant experience

• Excellent written, verbal and presentation skills

• Basic knowledge of insurance company operations

• Ability to accept and manage changing priorities and address issues quickly and professionally. Ability to work in a fast paced environment

• Experience with the Microsoft Office Suite (including Visio), Remote Desktop, VPN, Microsoft Active Directory, Web Browsers, SQL Reporting tools, Adobe, JavaScript, web services, and AWD is a plus

• Basic personal computer skills including mainframes, PC's and networks.

“All offers of employment extended to applicants will be conditional and will require, among other things, that the recipient of the offer of employment submit proof that s/he is fully vaccinated at that time or will submit such proof prior to determining a start date. Individuals with medical issues or sincere religious beliefs that prevent them from getting the vaccine may request an exemption from the vaccine requirement. To the extent State legislation or executive action purports to limit TCS’s ability to require vaccination for individuals who object on a basis other than medical issues or sincere religious beliefs, individual requests for an exception to TCS’s generally applicable vaccination policy pursuant to such action will also be considered. Individuals who receive an exemption from vaccination for any reason may be required to comply with other Covid precautions.”