Supervisor, Customer Service- Onsite

Overview

Supervision of on-site or remote employees that are part of an Inbound Service Contact Center. Responsible for effective service team management in an on-site or virtual environment that includes but is not limited to motivating, mentoring, team building, developing, supporting, and coaching staff, in an effort to grow the business by driving key performance indicators.

Responsibilities

What you will do:

• On-site or virtual supervision of a team of direct reports servicing and/or selling Gerber Life Insurance products which includes team's adherence to policies, procedures and regulatory compliance.
• Provides guidance, training and coaching to ensure individual, team and cohort productivity and quality goals are met and to ensure development of direct reports through performance management. This includes utilizing technology that allows video conferencing between the supervisor and the agent as required.
• Utilizes relevant reports, team activities and production statistics to ensure individual, team and Company goals are met.
• Responsible for motivating and fostering a wellness culture creating an environment of continuous process improvement as well as continuous improvement on personal and team performance; strong sales acumen. Drives and implements changes.
• Provides management with timely, relevant and accurate reporting of activities and production statistics using specialized software/equipment such as I3, skill-based routing, workforce management and call monitoring.
• Proper planning, communication and management of identified objectives across departmental lines, with all levels of associates/management, outside vendors, including Legal and Compliance personnel.
• Acts as an intermediary between consumers and company, handling escalated calls and other sensitive situations.
• Performs other duties as assigned.
• Complies with all policies and standards.
• Provides direction to and development of associates through daily coaching, the administration of the Performance Management Model, and the creation and implementation of development plans. Recruits, hires, trains and develops staff.

Qualifications

• Bachelor's Degree Or equivalent work experience. - Preferred
• Typically requires 3 years supervisory experience demonstrating successful managing, gaining commitment, energizing, motivating and coaching others to build a successful team. - Required
• Proven experience interacting effectively with various levels within the organization. - Required
• Demonstrated Call Center experience considered - Preferred
• Proven ability to mentor and lead teams of diverse members to successful results. - Required
• Demonstrated ability to comprehend, educate and enforce relevant policies/procedures. - Required
• Proven track record for delivering results. - Required
• Proven change agent. - Required
• Self-directed, highly motivated. - Required
• Demonstrated ability to operate in a fast-paced environment. - Required
• Demonstrated ability to manage priorities. - Required
• Proven computer proficiency. - Required
• Proven excellent verbal and written skills. - Required
• Proven analytical thinker, understands technical concepts and problem solving. - Required
• Demonstrated Financial Services or Contact Center experience considered a plus. - Preferred
• Proven supervision of a work at home team considered a plus. - Preferred
• Solid to advanced PC skills. - Required
• Ability to troubleshoot technical issues. - Required
• Obtain/maintain state insurance agent licensing. Will need to have or obtain their Life Accident and Health Insurance License in Michigan upon hire or before hire - Required
• LOMA designations or equivalent considered a plus. Upon Hire - Preferred

Work Setting/Position Demands:

• Works in an office setting and remains in a stationary position for long periods of time while working at a desk, on a computer or with other standard office equipment, or while in meetings.
• Requires the ability to verbally communicate and exchange accurate information to customers and associates on a regular basis.
• Requires visual acuity to read and interpret a variety of correspondence, procedures, reports and forms via paper and electronic documents, visual inspection involving small defects; small parts, and/or operation of machinery (including inspection); using measurement devices continuously. Visual acuity is required to determine accuracy, neatness, and thoroughness of work assigned.
• Requires the ability to prepare written correspondence, reports and forms using prescribed formats and conforming to rules of punctuation, grammar, diction, and style on a regular basis.
• Requires the ability to apply principles of logical thinking to define problems, collect data, establish facts, and draw valid conclusions
• Performs substantial movement of wrists, hands, and fingers for continuous computer work.
• Extended hours required during peak workloads or special projects/events.
• Associate must be able to travel via car
• Occasional after-hours work needed

Travel Requirements:

• 5% travel As needed