Supr, Teleservices Unit

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Job description

Supervises Teleservices Representatives who service customers via inbound and outbound calling systems. Provides motivation, encourages teamwork and empowerment and leads by example. Coaches subordinates to improve performance and build customer relationships which grow the business. Coordinates Unit activities, hires new employees, maintains employee records, monitors work and call volume trends, calculates and maintains Unit production and quality statistics, writes appraisals and initiates disciplinary actions. Coordinates calling programs for user departments. Provides input concerning completion of operating budget and summarizes monthly Unit activity. Services phone calls from potential/existing Policyowners. Serves as project team manager or member on Unit, Section, Division and Corporate projects.

High school education or its equivalent is required. College course-work and PC skills are required. Approximately 1½ to 3 years experience in a customer service/call center environment with at least 1 simultaneous year of supervisory experience is preferred. Approximately 1½ to 2 years on the job is required to gain full job familiarity.

JOB QUALIFICATIONS (Knowledge, Skills, Abilities and Personal Characteristics):

• Well-developed written and verbal communication skills; strong decision-making skills.
• Good listening and questioning skills to utilize with employees, peers, callers, etc.
• Ability to plan, prioritize and meet deadlines through strong organizational and time management techniques.
• Interpersonal skills to work with individuals and participate in group discussions to define and resolve issues.
• Thorough knowledge of Company products, policies and procedures so subordinates/callers are accurately informed.
• A customer-focused, positive attitude and a willingness to be a team player toward the achievement of goals.
• Leadership ability to effectively supervise, mentor and evaluate employees in a consistent manner.
• Ability to identify Unit needs, initiate changes as required and follow through to completion.
• Basic knowledge of PC functions including Excel/Microsoft Word & Email applications.
• Basic math aptitude necessary for calculating and recording production statistics and budget figures.
• Ability to negotiate calls from persons who are angry, abusive or difficult to understand.