What are the responsibilities and job description for the Customer Service Supervisor (Hybrid) position at NYCM?
Hybrid Role: Two days/week in office, the remainder of the week from home.
Training: Temporary training schedule Mon-Fri 8:30-5:00 for approximately 4 months. Permanent schedule begins upon completion of training program.
Payband 5 / 40 hours per week
Salary Range: $52,000 - $80,000
Available schedules:
- Sunday to Thursday 8:30 am - 5:00 pm
- Sunday to Thursday 9:00 am - 5:30 pm
- Sunday to Thursday 10:30 am - 7:00 pm
- Monday-Friday 10:30 am - 7:00 pm
The Customer Service Supervisor will supervise and lead a team of customer service representatives and interviewers through mentoring and by example, embracing and exemplifying the NYCM culture. The Customer Service Supervisor will guide and assist team members with professional growth.
Duties & Responsibilities:
- Supervise, support and mentor customer service representatives and interviewers through regular interactions through face to face, telephone, e-mail or IM.
- Review/approve bi-weekly time management submissions.
- Train and coach team members with direct input from the quality assurance team and serve as a resource to team members, providing additional training in current and new processes.
- Conduct performance reviews, support and deliver recognition, communicate and convey corrective action plans, and when necessary, address personnel issues or conflicts, working with management and HR.
- Develop and deploy Personal Improvement Plans.
- Maintain awareness and understanding of new company products and services, ensuring all team members understand all call center objectives, expectations and procedures.
- Maintain documentation pertaining to performance and attendance.
- Handle difficult phone calls and help mitigate volatile situations.
- Perform all performance dimensions and tasks in all levels of a customer service representative and interviewer as business need dictates.
- Assist in the achievement of corporate, divisional, and team goals as determined by department management.
- Conduct meetings with managers to discuss any process improvements and team building,
- Identify opportunities for departmental improvement and think creatively to develop and recommend solutions.
- Work with cross divisional teams to enhance company efficiencies and unity.
- Assist with interviewing potential new team members.
- Work on assigned projects.
Requirements:
- High School Diploma
- 2 years in service field
Qualifications/Skills:
- Working knowledge of a call center environment.
- Working knowledge and understanding of claims, underwriting and accounts with the ability to field difficult questions.
- Intermediate personal computer skills, including electronic mail, routine database activity, word processing.
- Flexible and comfortable working in a fast pace and sometimes stressful environment.
- Highly service orientated and committed to customer service and helping people with a positive attitude.
- Excellent listening and verbal and written communication skills.
- Strong, confident and accurate decision-making skills.
- Strong problem-solving and sound judgment skills.
- Patience and understanding of multiple personality traits.
- Accept and lead change by example.
- Team building and coaching skills.
Accepting applications through: 1/21/2025
Salary : $52,000 - $80,000
