Call Center Manager - Grand Rapids, MI

May 13, 2013 - July 15, 2013
Location:Grand Rapids, MI
Employment Type:Full Time
Department:Call Center
Description:COMPANY OVERVIEW: bswift is a rapidly growing employee benefits administration software company based in Chicago, IL. Our Internet based system simplifies employee benefits administration with solutions that encompass all aspects of employee benefits enrollment/administration, employee benefits communications, and information and content for Human Resources Managers. bswift’s award-winning technology significantly reduces administrative costs and time-consuming paperwork, improves Human Resources responsiveness, and enhances the employee benefits offering. We are looking for employees who will consistently reflect our core values of higher standards, greater accountability, and more fun.

SUMMARY: The Call Center Manager in Grand Rapids will partner with the Chicago office to manage the overall quality of the Grand Rapids call center and customer experience. The Call Center manager, with the Chicago office will be responsible for staffing, training, managing call volume, handle manager calls, help resolve customer issues, monitor customer interactions (calls and emails) for quality, provide coaching and feedback, manage callbacks, gather data and report results to clients, and other operational tasks. The manager will work directly with our client contacts to build relationships, report performance standards, and identify process improvements. They will act as a liaison with the Account Management team to best serve our clients, their employees and retirees.
•Supports customer service representatives on calls with system, policy, program and procedure knowledge, process transactions with special focus on customer service
•Research client and customer requests and follow up with customers as needed
•Manage the assembly and distribution of notices and enrollment kits
•Manage the workload of the call center staff
•Coach and mentor others
•Supports delivery of contractual and internal performance standards and supports client reporting
•Executes plans to improve customer satisfaction and overall quality
•Drives individual metrics of colleagues on team (handle times/schedule adherence, etc.)
•Partners with the CS Managers to improve quality of the CS team, with a focus on quality and individual associate development

Required Work Experience:
•Project Management Skills
•Supervisory Experience
•Model exceptional Customer Service Skills and develop others
•Confident, positive attitude, team leader
•Interact and work cooperatively with others
•Work well in a fast paced environment
•Strong problem solving and decision making skills
•Display a positive attitude towards customers and express empathy
•Demonstrate ability to effectively partner and collaborate with internal service partners and client to fulfill customer requirements
•Strong Computer Skills
•Executes side by side and impromptu coaching of customer service representatives (including silent monitoring)
•Shares client, system and company knowledge with CS team and other CS Managers
•Occasional travel to Chicago required

Preferred Work Experience:
•Previous Call Center management / operations experience
•Client Management or Consulting - Able to manage and consult with clients
•People Management
•Proficiency in Customer Service Quality Coaching
•Systems, Internet and Telephony Environment
•Previous Benefits Administration Experience
•Spanish speaking skills a plus

EDUCATION/EXPERIENCE: Bachelor's degree (B. A.) from four-year college or university;
Supervisory Responsibilities: This job requires supervisory responsibilities.

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