MetLife Legal Plans · 5 hours ago
Client Service Center Supervisor
Cleveland, OH, US
Full-time
Onsite
Senior Level
$65K/yr - $75K/yr
5+ years expMetLife Legal Plans is the country's largest provider of legal voluntary benefits, committed to providing excellent care to its plan members. The Client Service Center Supervisor will coach client service representatives, manage daily operations, and ensure optimal productivity while delivering exceptional customer experiences.
ConsultingLegal
Responsibilities
Build a culture of inspiration within the CSC for offering remarkable customer experiences for legal plan members and potential members
Supervise a team of 8-15 CSRs for optimal call and/or chat management and overall productivity
Accountable for daily contact center operations to ensure departmental service level goals are met
Conduct call and/or chat monitoring and coaching feedback sessions to develop CSRs ability to deliver remarkable experiences, while presenting all product options to customers
Develop CSRs knowledge, skills, and abilities for advancement to next level
Coach CSRs on call and/or chat efficiency and productivity
Manage ongoing departmental workload to support first contact resolution and efficient follow up on open member enrollment and various inquiries
Handle difficult issues and escalated complaints from customers and provide appropriate resolutions
Handle disciplinary situations appropriately and in a timely manner to ensure adherence to department and company policies, procedures, practices with accordance of the CWA Union Contract
Take customer calls as needed to achieve service level goals
Supporting all initiatives tied to system rollouts, upgrades, process changes, and training as needed
Other duties as required or assigned
Qualification
Required
5 years+ experience leading in a Customer Service-related field
Successfully demonstrated ability of leading a team, managing performance, influence, and drive focus to effectively develop team members to achieve goals
Demonstrated success as a values-based leader who can build and maintain a culture of empowerment, development, ownership, and accountability
High level of confidentiality to handle sensitive/confidential situations and documentation
Strong work ethic with the ability to self-start, prioritize, and multi-task a high-volume workload
High energy player who has the ability to analyze and solve problems, perform complex tasks, and prioritize independently while supporting the company's strategic plan
Bachelor's degree from an accredited university
Preferred
8 years+ management experience over a Customer Service Department
Proven track record of strong leadership with MLP and solid understanding of MLP product and systems
Prior call center work experience using cloud-based systems such as Calabrio, Cisco, Zendesk, i5, and Outlook
Company
MetLife Legal Plans
Life is filled with moments where you might need legal help.
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Shannon Nihoff
Chief People Officer
Recent News
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