Call Center Supervisor Information

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Marsh & McLennan Companies, Inc.

Marsh & McLennan Companies, Inc., a professional services company, provides advice and solutions in the areas of risk, strategy, and human capital. It operates in two segments, Risk and Insurance Services, and Consulting. The Risk and Insurance Services segment provides risk management and insurance broking, reinsurance broking, and insurance program management services for businesses, public entities, insurance companies, associations, professional services organizations, and private cli... Read More

Address	1166 Avenue of the Americas New York, NY 10036 United States
Website	www.mmc.com/
Holding	No Holding Details

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Call Center Supervisor

Description
Mercer is the global leader for trusted Human Resources and related financial advice, products and services. In our work with clients, we make a positive impact on the world every day. We do this by enhancing the financial and retirement security, health, productivity and employment relationships of the global workforce. Mercer has more than 19,000 employees serving clients in over 180 cities and 40 countries and territories worldwide. If you thrive on challenge, are passionate about ideas, love solving problems and truly enjoy connecting with people, we encourage you to explore the hundreds of job opportunities available through Mercer. Our core strengths in consulting, outsourcing and investments place Mercer in a unique position to help our clients achieve the extraordinary - and extraordinary results require extraordinary people. Mercer is an operating unit of Marsh & McLennan Companies.

Marsh & McLennan Companies is a leading global professional services firm with roots dating back to 1871. We employ over 50,000 employees in more than 100 countries with annual revenue exceeding $11 billion. Marsh & McLennan Companies is the parent company of a number of the world's leading risk experts and specialty consultants, including: Marsh, our insurance broker and risk advisor; Guy Carpenter, our risk and reinsurance specialist; Mercer, our provider of HR and related financial advice and services; and Oliver Wyman, our management consultancy.

The Call Center Team Supervisor will support and manage a group of 12-20 Call Center Representatives. Supervisors will be proficient in their ability to communicate with impact, apply critical thinking, and possess leadership skills. They will act as a role model, resolve complex issues, and provide continuous coaching and feedback. Supervisors will monitor calls for quality, track rep performance / behaviors, identify areas for improvement, and follow the progressive counseling model as necessary. They will also develop talent by identifying the strengths or their Call Center Representatives and providing the opportunity for project work. Supervisors will be proficient in one of the following: Defined Contribution, Defined Benefit, or Health and Welfare outsourcing businesses. They will possess the ability to resolve escalated participant issues, without further escalation, through customer service and exhibiting advanced problem solving skills. Time management and organizational skills will be crucial for the Call Center Team Supervisor as they manage day to day responsibilities in a fast-paced, deadline driven environment. In addition to primary responsibilities, the Call Center Team Supervisor’s secondary responsibilities include: participate in client tours, conduct new hire on-boarding and training, interview candidates for the Call Center Representative role, participate in cross-site meetings to improve communications and efficiencies, promote employee recognition programs, act as point of contact for a small portfolio of clients, and conduct a monthly team meeting. To fulfill this role, the Call Center Team Supervisor will:

    * Manage direct reports by providing coaching and feedback, monitoring calls for quality, tracking attendance and performance and conducting team meetings
    * Implement process improvements for the team; recognize, evaluate and identify areas for improvement; support initiatives that are put in place firm wide.
    * Resolve participant escalations/issues without further escalation by providing superior customer service and advance problem solving skills.
    * Other (interview candidates, provide input on hiring, training, client meetings, client tours, cross-site meetings, team meetings)

Qualifications

    * BA/BS degree required
    * One to three years experience in health & group and/or defined benefit industry, contact center management preferred
    * Experience with contact center technology - IPCC, IVR, case management tools
    * Ability to prioritize tasks, delegate to others, meet deadlines, organize and motivate a team
    * Superior analytical and strategic planning skills.
    * Excellent communication and interpersonal skills

Other Job Information

Vacancy type:	Full Time	Contact Mode:	not provided
Fax:	212-345-4808	Contact Name:	not provided
Job Duration:	not provided	Phone:	212-345-5000
Email:	david.eslick@marshmc.com