Call Center Supervisor
Marsh & McLennan Companies

Urbandale, Iowa

This job has expired.


Mercer is recruiting for an experienced Call Center Supervisor that can be performed remotely.

Call Center Supervisor

What can you expect?

  • This supervisor will lead a team of Benefits Counselors in the successful delivery of contact center operations and customer service in Voluntary Benefits contact center.
  • This position will be responsible for motivating, leading, and coaching a small team of colleagues to achieve internal KPIs and client satisfaction for operations management and services via managing day-to-day activities, designating workflows, and developing and nurturing relationships with internal and external stakeholders
  • You will be responsible for fostering an inclusive environment and bringing a culture of inspiration, influence, and people focus to the organization
  • They will assist leadership to develop and implement customer service strategies for clients through high quality and efficient responses, provide guidance to their team on how to respond to client inquiries by sharing extensive knowledge and experience, as well as suggest process improvements to management for consideration

What's in it for you?

  • A company with a strong brand and strong results to match;
  • Culture of internal mobility, collaboration and valued partnership with HR from the business;
  • Employee Resource Groups which provide connections to leaders, relevant volunteer and mentoring opportunities, and interactions with counterparts in industry groups and client organizations;
  • Competitive pay (salary and bonus potential);
  • Full benefits package - starting day one: medical, dental, vision, retirement and savings program, disability benefits, insurance coverage, opportunity to participate in our Employee Stock Purchase Plan, etc. North America Region
  • Generous Parental Leave and education support policy;
  • Robust vacation, personal days, and paid time off to give back to your community.

We will count on you to:
  • Have at least2 years' relevant supervisory or management work experience in a customer focus aligned call center
  • Manage resource planning, monitor workflows, oversee day-to-day operational activities, and measure and report on team productivity and individual performance, while providing feedback and coaching for managers and non-managers to ensure a productive and engaged team
  • Manage escalated calls, complaints, questions, and queries as necessary, and quality of communications with customer-facing colleagues to ensure the receipt of accurate and timely advice on internal inquiries
  • Provide coaching/mentoring and support to Operations team executives on all systems, documentation, and reporting

What you need to have:
  • Strong management skills required to run day-to-day business
  • Experience coaching direct reports to develop their skills and achieve business goals
  • Strong organization and time-management skills
  • Excellent written and oral communication skills are vital to this role
  • Must be detail oriented
  • Aptitude for and experience with continuous improvement
  • Experience identifying risks and developing solutions for risk mitigation
  • Experience handling escalations

What makes you stand out:
  • Strong management skills required to run day-to-day business
  • Experience coaching direct reports to develop their skills and achieve business goals
  • Strong organization and time-management skills
  • Excellent written and oral communication skills are vital to this role

This position is unable to be performed remotely from Colorado.

Mercer believes in building brighter futures by redefining the world of work, reshaping retirement and investment outcomes, and unlocking real health and well-being. Mercer's more than 25,000 employees are based in 44 countries and the firm operates in over 130 countries. Mercer is a business of Marsh & McLennan (NYSE: MMC), the world's leading professional services firm in the areas of risk, strategy and people, with 76,000 colleagues and annual revenue of $17 billion. Through its market-leading businesses including Marsh, Guy Carpenter and Oliver Wyman, Marsh & McLennan helps clients navigate an increasingly dynamic and complex environment. For more information, visit https://www.me.mercer.com/. Follow Mercer on Twitter @Mercer.

Marsh & McLennan Companies and its Affiliatesare EOE Minority/Female/Disability/Vet/Sexual Orientation/Gender Identity employers.


This job has expired.
Job Alerts

Provide an email, zip code for jobs, and/or job category to subscribe to job alerts. Learn more now.


*By subscribing, you agree to our Terms and Privacy Policy.

More Consultancy jobs


CBIZ
San Diego, California
Posted about 2 hours ago
CBIZ
Bakersfield, California
Posted about 2 hours ago
CBIZ
Boston, Massachusetts
Posted about 2 hours ago
View Consultancy jobs ยป