Customer Service Supervisor
Customer Service Supervisor
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Job Alert
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$ 54500 - 108500
1 Vacancy
Job Description
Company:
MercerDescription:
We are seeking a talented individual to join our Contact Center team at Mercer. This role will be based in a remote setting. As a supervisor you will support and develop a team of Benefit Counselors ensuring they meet and exceed performance targets while fostering a culture of inclusion and continuous improvement.
We will count on you to:
- Conduct oneonone meetings with Benefits Counselors for coaching and support.
- Set clear expectations for the team and ensure they understand their performance status.
- Perform call reviews and quality assurance assessments to maintain service standards.
- Assist team members with questions and challenges through chat support promoting continuous improvement.
- Conduct team huddles for updates education and motivation.
- Hold agents accountable and issue progressive counseling when necessary.
- Understand metrics and ensure the team meets goals identifying strengths and opportunities.
- Manage live escalation calls providing immediate support for complex issues and tracking outcomes for coaching purposes.
What you need to have:
- HS diploma or equivalent
- Previous customer service experience
- Effective communication both verbal and written
- Ability to identify and solve problems as they arise.
- Flexible scheduling (potentially evenings/Saturday)
- Previous leadership experience in a contact center
What makes you stand out:
- Insurance Licensing (Personal Lines or L&H).
Why join our team:
- We help you be your best through professional development opportunities interesting work and supportive leaders.
- We foster a vibrant and inclusive culture where you can work with talented colleagues to create innovative solutions and have impact for colleagues clients and communities.
- Our scale enables us to provide a range of career opportunities as well as benefits and rewards to enhance your wellbeing.
Required Experience:
Manager
Employment Type
Full-Time
