Team Leader, Customer Service Job Listing at Prudential in Roseland, NJ (Job ID OSG0001T)

Insurance, Finance

The Office of Service members' Group Life Insurance (OSGLI) administers the Service members' Group Life Insurance program (SGLI). SGLI offers life insurance products to active duty service members, veterans, and their families.  Prudential has been servicing our service members since 1965.
 
Prudential currently has an opening for a Team Leader, in the OSGLI contact center which handles all correspondence and phone calls to and from service members.  This position will oversee a contact center team located in Roseland, NJ. This individual will lead and support a team of 12-15 Customer Service Professionals dedicated to servicing the Veterans Administration account.   This individual will manage the day-to-day operations associated with these job functions, providing both administrative and technical support with overall responsibility for monitoring and driving best in class service. This candidate must be committed to delivering the highest level of quality and service and be a true customer advocate, demonstrate initiative and drive continuous quality improvement efforts. Strong leadership skills and staff development are key attributes for this position. Other responsibilities include, but are not limited to:
·         Monitoring and reporting key performance metrics, daily, weekly, monthly
·         Responding to escalated inquires and complex/sensitive case situations
·         Effectively partnering with the client, the account team, and benefits department concerning customer issues
·         Performance management
·         Supports critical initiatives and projects as required

 

• Excellent leadership and interpersonal skills
• Ability to manage multiple tasks
• Demonstrates initiative and motivation
• Focus on customer service
• Excellent written and oral communication skills
• Excellent analytical and problem solving skills
• Excellent PC Skills
• Flexibility and responsiveness to change
• Ability to work independently as well as in a team environment
• Bachelor’s or equivalent experience
• Minimum of 3 years supervisory experience preferred
• Minimum of 3 years operations experience preferred
• Knowledge of call center environment, ACD management, strategic staffing and service strategies
• Must be a team player and passionate about customer service

·         Knowledge of SGLI/VGLI programs, Avaya CMS Supervisor, Compass, CMWS a plus, but not required