Manager, Customer Service Job Listing at Prudential in Portland, ME (Job ID DMS0005E)

Insurance, Finance

This is a significant opportunity for a progressive customer service manager with proven experience and results in leading call center teams including staff development, employee engagement, and building lasting customer relationships.  We are in need of a skilled problem-solver with experience in continuous process improvement methodologies. This opportunity requires a proven track record of improving customer satisfaction and driving a high performance culture.
 
 
Specific duties include, but are not limited to:

• Ability to anticipate and plan for opportunities to improve the customer experience as well as employees experience with Prudential.


• Plans, organizes and manages an operation which provides customer service functions to our customers.


• Develops and monitors the application of operating system including SOPs, operating structure and information flow.


• Approves and/or performs personnel activities which may include hiring, training/developing, evaluation, coaching, corrective action/counseling, etc. Manages frontline supervisors.


• Ensures volume of work produced meets service standards and exceed quality standards.


• Develops and implements complaints resolution procedures and ensures complaints are handled effectively.


• Ensures quality and service standards are maintained along with customer-specific performance guarantees.


• Supports and promotes improved processes and best practices that enhance customer service, increases employee satisfaction and decreases operational expense.


•  Ensures effective training programs and plans are in place for incoming employees and monitors continuing education and training for existing staff.


• Contributes to the Call Center's success and profitability by partnering with other managers to continually review operating procedures and processes to ensure that the best possible service is maintained and accuracy levels are achieved.


• Creates and monitors process flows for the overall direction of the Call Center.  Process flows could include:  inbound calls, outbound calls and fulfillment requests.


• Manages the Call Center by monitoring productivity levels, identifying opportunities to optimize operational efficiencies and cost controls; and developing and implementing changes that will improve efficiencies and the Call Center's performance.


• Oversees the analysis and results of customer surveys.


• Stays updated on industry trends and regulations and ensures call center compliance such as HIPAA and PHI.


• Responsible for developing staff and building high performing teams


• Analyze quality monitoring results to evaluate effectiveness of training and shares observations with training department.


• Direct reports could include both front line associates and leaders of people.


• Plans, organizes and manages a call center operation of approx. 30 FTEs


• Controls expenses, develops production goals, monitors production and prepares progress reports for senior management


• Develops and maintains integrity of policies and procedures

There are 2 Positions available: one located in Portland, Maine  and one located in Roseland, NJ.

 
 
·         Bachelor degree required; MBA or advanced education is preferred.
·         Demonstrated experience managing call center process flow, average call time, call volume and high customer service levels required.
·         Proven ability to motivate employees and create a culture that supports high employee morale; ability to inspire, motivate and engage associates at all
·         levels of the organization
·         Toward continuous quality improvement efforts.
·         Experience leading front line supervisors preferred
·         Proven leadership and change-management skills, team-orientated, and a proactive and optimistic management style.
·         Demonstrated experience managing multiple priorities and balancing competing priorities.
·         Ability to work cross-functionally with other departments to solve complex problems and improve quality and service.
·         Excellent written and verbal communication skills and capable of interacting with all levels of Prudential associates.  Must have experience preparing, presenting, and communicating data to management teams.
·         Positive, team-oriented attitude is a must. 
·         Flexibility and strong problem-solving and issues resolution skills.  
·         Ability to influence and implement change related to quality improvement.
·         Ability to effectively communicate organizational objectives to associates and coordinate work efforts of others.
·         Well versed in all Microsoft applications (Word, Excel, PowerPoint a must)
·         Strong interpersonal, collaboration and negotiation skills.
·         Proven creativity and resourcefulness