Supervisor, Customer Care- Health, Annuity and Life

The nation's leading administrator of insurance services is looking for YOU. This is your opportunity to join a company with a culture that promotes respect for people, integrity, learning and initiative.

WE ARE THE KIND OF EMPLOYER YOU DESERVE.

illumfin is a leading provider of business process outsourcing for the insurance industry, managing policies for the nation's largest insurers. We also provide clients with unique risk management insight built upon our proprietary databases.

This position is responsible for the management of a staff of customer service employees as well as the day-to-day operations of the call center as a whole.

 

RESPONSIBILITIES
1. Supervise the daily performance of call center employees to ensure superior customer service standards are maintained.
2. Manage staff to existing department performance expectations; maintain consistent lines of communication, both oral and written, with employees to advise of current performance level.
3. Provide coaching and feedback in a variety of formats, including individual meetings and written annual performance reviews.
4. In coordination with the Workforce Management team, perform real-time monitoring of multiple client queues to maintain appropriate service levels; making staffing adjustments as needed throughout the business day using call center monitoring software.

5. Conduct thorough interviews of potential candidates to ensure quality hiring and employee retention.
6. Respond to both oral and written escalated concerns.
7. Other duties as assigned.