Supervisor, Customer ServicePrimary Location: Princeton, NJ
Additional Locations: NJ-Princeton Apply
- Develops, motivates, evaluates and coaches staff on work procedures, proper call handling and teamwork delivering excellent customer service.
- Is visible and available to staff to answer questions, monitor calls and give ongoing feedback.
- Utilizes available incentive programs to reward, recognize and celebrate team and individual successes.
- Assesses individual and team performance on a regular basis and provide candid and timely feedback regarding developmental and training needs; includes completion of monthly and annual scorecards.
- Monitors all performance measures such as daily stats and schedule adherence; allocates resources to meet volume and performance demands.
- Develops and maintains strong collaborative relationships with constituents and internal business partners to maintain excellent lines of communication and share resources to meet common service center objectives.
- Remove barriers to job performance and ensures regulatory compliance.
- Attracts, selects, and retains high caliber, diverse talent able to successfully achieve or exceed business goals.
- Builds a cohesive team that works well together.
- Acts as liaison between staff and other areas, including management, all segments, provider teams, etc., communicating workflow results, ideas, and solutions.
- Proactively analyzes constituent data, identifies trends and issues.
- Recognizes and acts on the needs to improve the development and delivery of products and services.
- Clearly identifies what must be accomplished for successful completion of business objectives.
- Effectively applies and enforces Aetna HR polices and practices, i.e., FML/EML, Attendance, Code of Conduct, Disciplinary Guidelines
- Experience with supervising in a call center environment.
- 2 years leading customer service team.
- Associate's degree or equivalent work experience.
- Solid written and oral communication skills
- Strong project management skills (financial, analytical, planning and implementation)
- Solid leadership skills including staff development
- Outstanding customer service skills are required
- Prioritizes tasks effectively
- Well organized
- Negotiation skills
- Technical skills
- Problem solving skills
- Ability to manage staff in multiple locations virtually, keeping staff engaged
- Must work well within a team environment.
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