Team Leader, Customer Service Job Listing at Prudential in Thousand Oaks, CA

Insurance, Finance

Under direction of the Customer Service Manager,
responsible for the day-to-day operations for a pension
disbursement quality review team.

• Plans, directs, supervises and evaluates workflow for quality
  review functions to meet operational requirements. Supervises
  a team of 7+ people; to include recruiting and selection support,
  and performance management.


• Acts as backup to core production team's supervisor
  responsible for call center, payment processing, and participant
  maintenance functions to meet operational requirements.


• Handles escalated participant phone calls.


• Responsible for coordinating activities to ensure the
  unit meets its overall Service Level and Quality standards.


• Develops annual performance objectives for staff and
  continuously monitors procedures.


• Recognizes and recommends operational
  improvements.


• Responsible for the day-to-day application of
  organizational policies and procedures.


• Monitors calls through silent and side-by-side
  monitoring to ensure that performance and compliance standards are
  maintained.


• Completes weekly and monthly unit reporting
  requirements.

• 5 years experience in a customer service driven industry.
• 2+ years supervisory experience over a minimum of 5to 7 people required.  Financial services industry supervisoryexperience preferred.
• Excellent leadership and personnel managementskills.
• Customer focus and service orientation isessential.   
• Exceptional relationship building abilities.
• Must be able to communicate effectively with alllevels of an organization from line processors to executiveleadership.
• Ability to support, evaluate and drive changeproposals.
• Excellent interpersonal skills; written andverbal.
• Strong attention to detail.
• Ability to consistently exceed deliverables in a highvolume production environment
• Must possess ability to work independently and withinthe team to meet deadlines and prepare materials with a high degreeof accuracy
• Must be highly organized, detail-oriented, proactive,resourceful, and able to exercise sound judgment
• Advanced level of proficiency in MS Office 2007 Suite(particularly Word and Excel)
• 4 year degree or 4 years of equivalent job experiencerequired.