Allied Benefit Systems · 1 day ago

Supervisor, Customer Experience

United States

Full-time

Remote

Mid Level

3+ years exp

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Responsibilities

Lead, coach, motivate and develop. Responsible for one-on-one meetings, performance appraisals, growth opportunities and attracting new talent

Clearly communicate expectations, provide employees with the training, resources, and information needed to succeed. Enhance communication via effective, regular team meetings and employee one-on-ones

Actively engage, coach, counsel and provide timely, and constructive performance feedback

Demonstrate strength and understanding of ASO/BPO business processes and resources to lead staff effectively

Monitor and track employee performance including but not limited to overall productivity, quality, schedule adherence, performance trends, attendance and time off, development opportunities and achievements

Lead employees using a performance management and development process that provides an overall context and framework to encourage employee contribution and includes goal setting, feedback, and performance development planning

Monitor employees to ensure compliance with department and corporate policies and procedures

Empower employees to take responsibility for their assigned tasks and objectives, contribute to goal setting

Monitor team performance to ensure all quality and performance objectives are met or exceeded

Foster a sense of urgency and commitment to achieve goals resulting in the ability to influence the organization to meet and exceed customer expectations

Foster teamwork by professionally interacting with peers, all levels of the department and cross-functional teams. Actively participate in department meetings, contributing to the development of new programs and methods to improve effectiveness of delivery and member service

Demonstrate commitment to quality assurance, improving the customer experience, and demonstrate excellence in detecting and resolving customer experience challenges

Provide regular data summaries to leadership, implement best practices on areas where challenged, promote solutions to streamline and improve efficiencies

Identify trends and communicate with leadership to make recommendations and improve operational performance and to diffuse or reduce executive complaints

Meet all deadlines and turnaround times set by leadership

Other duties as assigned

Qualification

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Supervisory experienceMedical/dental employee benefitsMulti-channel contact centerMicrosoft Office SuiteCustomer service skillsCustomer Focus