Customer Care Supervisor

Requirements

Description and Requirements

The Role:

To provide a comprehensive support and management structure for a team of multi-skilled customer service operatives delivering a seamless and coherent CS solution to our clients.

Key Responsibilities:

• Plan, direct and coordinate all the strategic operational aspects of the Contact center in order to meet agreed organizational performance plans within agreed Timelines;
• Best Practices - Improve processes and policies in support of organizational goals. To implement new procedures and practices where required . Formulate, implement and monitor departmental and organizational policies and procedures to maximize output;
• Co-ordinate with all stakeholders in a two-way communication approach to receive and give support on matters to which pertains to the betterment of each function
• Drive initiatives that will enhance internal organizational processes and infrastructure that will contribute to long term operational excellence;
• Develop, monitor and oversee key metrics for the business unit performance and provide support to the senior management in capacity planning and budgeting;
• Oversee reporting and monitoring of departmental performance against organizational performance;
• Develop and encourage a continuous improvement culture across the operational team;
• Increase the effectiveness and efficiency of support services through improvements to the business unit as well coordination and communication between functions;
• Ensure compliance with business procedures and protocols and approved processes
• Take responsibility for own personal development in line with agreed annual performance objectives;
• Develop and coach team members to be successful in demonstrating full knowledge of the business, upholding corporate values, take on new tasks, and build on feedback from the quality team
• Coordinate the integration of new hires or internal recruits
• Ensure all online courses, trainings and other learnings are completed by each team member
• Act on customer email queries that are aging or have multiple correspondences ( i.e stuck cases) to ensure resolution
• Respond urgently to any downtime experienced or system slowness to get those issues resolved and ensure business continues smoothly
• Be responsible for the maintenance of a comprehensive customer service database and manage all reporting requirements
• Regularly Listen to calls live of team members to monitor quality as well as review quality of emails and any other transactions
• Put controls in place to ensure that the time spent by each team members is utilized towards core activities pertaining to the function
• Conduct team huddles in order to keep the team updated on new information and updates or process changes any case studies etc.
• Be responsible for the maintenance of a comprehensive customer service database and manage all reporting requirements.
• To ensure consistent quality standard of service delivery ( and monitor this)
• Be responsive and accessible to staff regarding their questions, concerns and requests for training/ infromation . To act as a senior figure and point of contact for complex queries or issues or whether a request should be escalated to the complaints team
• To be accountable for your own workload and movements to your direct line manager and report any risks or issues urgently and support the line manager with any requests they require
• To conduct reviews of CS staff on a yearly basis.
• To be responsible for the day-to-day duties of the CS team members, ensuring even distribution of work and smooth interaction.
• Be involved in projects to better the department and where required
• Review and submit Team expenses and invoices with vendors the department deals with and ensure accurate and timely reporting
  
  
  

QUALIFICATIONS:

• Strong contact center experience mainly handling a team: ideally has worked in a similar role before for 3 years
• In- depth technical knowledge of group insurance products, systems, processes;
• Demonstrated experience in improving productivity and efficiency, reducing costs, implement and sustaining continuous improvement initiatives and programs;
• Excellent people skills and open to direction and a collaborative work style; able to motivate the team
• Excellent oral and written communication skills;
• Problem solved oriented, with excellent analytical , planning and organizational skills;
• Result Orientated;
• Excellent presentation skills;
  
  
  

Leadership Competencies:

Thinks Strategically - Sets direction aligned to the company’s strategy, applying external and global perspective to meet local and global needs.

Seizes Opportunity - Seeks new opportunities and ways to create balanced business growth while improving operational capabilities.

Focuses on Customers - Promotes customer centricity and ensures focus on creating great customer experiences to achieve competitive advantage.

Drives Results - Sets aggressive goals and is accountable for continuously driving improved performance, leading change and ensuring high standards .

Benefits We Offer

Our benefits are designed to care for your holistic well-being with programs for physical and mental health, financial wellness, and support for families. We offer health care coverage for you and your family, insurance discounts for home, car, and pet protection, as well as parental leave. We also provide premium gym membership for you and your direct relatives, volunteer time off, discounts with specific universities, flexible Fridays, connectivity reimbursement, and much more!

About MetLife

Recognized on Fortune magazine's list of the 2023 "World's Most Admired Companies", MetLife, through its subsidiaries and affiliates, is one of the world’s leading financial services companies; providing insurance, annuities, employee benefits and asset management to individual and institutional customers. With operations in more than 40 markets, we hold leading positions in the United States, Latin America, Asia, Europe, and the Middle East.

Our purpose is simple - to help our colleagues, customers, communities, and the world at large create a more confident future. United by purpose and guided by empathy, we’re inspired to transform the next century in financial services. At MetLife, it’s #AllTogetherPossible . Join us!