Driving the results through daily, weekly, monthly management routines
Ensure the team is meeting or exceeding all key metrics
Managing outbound facing activities (appointment confirmation, courtesy calls, web chat, email, etc.)
Managing team taking inbound calls, focusing on efficiency, referrals, accuracy, compliance, and quality
Monitoring each Customer Service Associate’s daily performance against monthly objectives and goals
Addressing both positive and negative performance issues in a timely and impactful manner
Driving accountability for results and immediate improvement towards results
Achieving goals against individual and team targets through coaching, planning, and motivation
Understanding adjustments needed in team performance to achieve key performance indicators
Handling and supervising all customer complaints related to the Customer Service Associates or service delivery received
Partnering with designated teams to coordinate and ensure proper operational delivery
Requirements
- 2+ years supervisory or team lead experience
- 2+ years of experience handling complex processes, problem solving and applying analytical skills
- Demonstrate success in maintaining a calm and professional demeanor in a busy business environment
- Exhibit excelled understanding details of insurance or complex information
- Possess ability to multi-task, have good computer skills and desktop navigation, and be an exceptional communicator
Core Competencies
Demonstrates strong leadership and team management skills, focusing on achieving key performance indicators through effective coaching, planning, and motivation. Proficient in handling complex processes and customer service operations while maintaining a professional demeanor in a fast-paced environment.
Highest-signal resume keywords
- Team Leadership
- Performance Management
- Customer Service Excellence
- Analytical Problem Solving
- Effective Communication
ATS Optimization Keywords
Hard Skills
- Performance Metrics
- Process Management
- Coaching
- Planning
- Multi-tasking
- Desktop Navigation
- Customer Complaint Handling
- Operational Delivery
Soft Skills
- Professional Demeanor
- Motivation
- Accountability
Industry Keywords
- Insurance Knowledge
- Customer Service Associate
- Key Performance Indicators
- Outbound Activities
- Inbound Calls
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Customer Service Manager – Temporary Arbeitgeber: Jobtailor
Als Front Office Supervisor in unserem dynamischen Team bieten wir Ihnen die Möglichkeit, in einem unterstützenden und freundlichen Arbeitsumfeld zu wachsen. Wir legen großen Wert auf die berufliche Entwicklung unserer Mitarbeiter und bieten regelmäßige Schulungen sowie die Chance, Verantwortung zu übernehmen. Unsere Lage ermöglicht es Ihnen, Teil einer lebendigen Gemeinschaft zu sein, während Sie gleichzeitig die Standards unseres Franchise-Partners einhalten und unseren Gästen einen unvergesslichen Aufenthalt bieten.
