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Call Center Supervisor, Voluntary Benefits

Zoek Pin Conshohocken, PA


Permanent (Full time)

The Voluntary Benefits (VB) Call Center Supervisor leads the VB Call Center team members to ensure a high-level of customer satisfaction is being met while maintaining the call volume in a timely and professional manner. This individual is responsible for coaching, mentoring and educating their team members to ensure each individual is developed to their fullest potential, while ensuring the calls are meeting the service level agreements and creating a positive experience for the customer. Additionally, this role will work in conjunction with the VB Call Center Manager, internal client service teams, client contacts and vendor partners to ensure all processes, products and issues are addressed and all updates are provided to the appropriate VB Call Center team DUTIES AND RESPONSIBILITIES include, but are not limited, to the following:Demonstrate and apply understanding of various roles and responsibilities within the VB Call Center team, such as but not limited to the Benefit Counselor, CSM, Trainer and Quality Control functions;Oversee daily activities of the VB Call Center by supporting, following and promoting standardized procedures;Represent Trion at a strategic level in client and internal meetings to meet client goals;Manage the quality of service provided by:Performing quality checks on the Knowledge System;Performing quality checks of TIMS (Trion Issues Management System) entries;Performing quality checks of call content and resolution;Performing quality checks on team deliverables and employee performance by providing coaching and counseling on a consistent basis;Ensure all Service Level Agreements are met and maintained while adhering to quality standards;Provide guidance to counselors in resolution of Tier 2 escalations;VB Call Center team members to increase service;Research complex issues and educate Call Center team members to increase service;Remain abreast of Health and Welfare or other related regulations and new guidelines;Monitor calls and activities within the Trion Interaction Management System (TIMS);Support Manager in managing staffing levels and adherence to schedule;Assist manager in the administration aspect of timesheets, procedures and worker instructions;Support the administration of MAC and scripting requests for 800 (TFNs)Create a motivating environment by supporting and encouraging development, identifying areas of improvement and encouraging growth of VB Call Center Team;Promote positive communication and build cross-functional relationships across all Trion client teams and other departments;Perform additional responsibilities and complete other projects as EDUCATION AND EXPERIENCE:Bachelor's Degree and/or equivalent work experience in third party benefits administration, supervisory, or client services environment required;Minimum of 2 years of experience leading others (directly or indirectly) while working collaboratively across departments and client teams;Experience with supervisory responsibilities, such as, but not limited to talent selection process, new hire training, employee scheduling management, and performance reviews and goal setting processes preferred;Experience working through an open enrollment or annual renewal benefits cycle preferred;Experience within a Health and Welfare consulting, benefits brokerage, human resources consulting, health care, or employee benefits related industry is highly preferred;Related exposure to Benefits Administration, Voluntary Benefits, COBRA, Spending Accounts, HRIS, and/or Payroll environments is highly , SKILLS AND ABILITIESProven ability to successfully manage multiple projects of various complexity simultaneously, prioritize projects, meet deadlines, and operate in a fast-paced work environment;Excellent judgment, troubleshooting, problem solving and decision making skills;Strong project management, project planning and workflow management skills;Skills in coaching, mentoring, teambuilding and motivating others;Proven ability to build rapport while providing superior customer service and maintaining positive relationships with internal teams, direct reports and client contacts;Ability to effectively lead team environments that rely heavily on independent contributions and collaboration;Ability to build and maintain a positive team environment;Ability to establish and cultivate positive relationships with direct reports, and other support areas of the organization, such as Human Resources, Compliance, Account Management;Excellent interpersonal, verbal and written communication skills;Strong organizational, analytical skills and strong attention to detail;Ability to follow through and successfully execute tasks while adhering to quality standards;Proficiency in the Microsoft Office Suite, including but not limited to Word, Excel, Access, Project, and DEMANDS AND WORK ENVIRONMENTThe physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential performing the duties of this job, the employee is:Frequently required to sit; speak or hear; use hands to finger, handle, feel objects, and reach with hands and arms;Occasionally required to stand and walk;Extensive use of computer and keyboard and viewing of computer screen is required;Specific vision abilities required by this job include vision, and ability to adjust working conditions are normal for an office LOCATION Work is typically performed either on site at Trion's King of Prussia, PA office, or at various customer/Trion locations as embrace a culture that celebrates and promotes the many backgrounds, heritages and perspectives of our colleagues and clients. Marsh & McLennan Agency offers competitive salaries and comprehensive benefits and programs including: health and welfare, tuition assistance, 401K, employee assistance program, domestic partnership benefits, career mobility, employee network groups, volunteer opportunities, and other programs. For more information about our company, please visit us at: ######

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