NYCM Insurance

Operations Supervisor, Customer Service

NYCM Insurance

full-time

Posted on:

Location Type: Hybrid

Location: Edmeston • New York • United States

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Salary

💰 $52,354 - $81,439 per year

About the role

  • Lead and supervise a team of workforce management, administration, quality assurance or production staff members.
  • Achieve success using an in-depth understanding of call center operations and the phone system including the IVR, scheduling, forecasting, skill-based call routing, service levels, reporting and other aspects of call center management.
  • Accomplish department objectives through staff supervision, and organizing/monitoring work processes, ensuring that employees understand their duties and delegated tasks.
  • Monitor employee performance and provide clear and regular feedback and coaching.
  • Maintain staff by recruiting, selecting, orienting, and training employees and developing professional growth opportunities.
  • Provide coaching and mentoring to assist with career path development.
  • Document performance feedback and other personnel matters.
  • Ensure adherence to company policies and procedures and undertake disciplinary actions if the need arises.
  • Knowledge of leave policies and coordinating with HR.
  • Set and approve employee’s work schedule and shift.
  • Verify and approve timekeeping records and consult employees about any discrepancies.
  • Develop and monitor divisional training, practices, and procedures.
  • Review reports pertaining to activities such production, staffing, forecasting, performance, budgets, and other departmental and company reports.
  • Develop and maintain communications between all call center locations.
  • Assist and mentor team with difficult or complex problems and escalated complaints or dispute resolutions.
  • Organize staff between all locations.
  • Assist with call center day-to-day management.
  • Interpret and communicate work procedures and company policies to staff.
  • Assist in training and instructing employees in job duties and company policies or arrange for training to be provided.
  • Review and approve security requests.
  • Other duties as assigned.

Requirements

  • High School Diploma
  • 2 years' service field supervisory experience
  • Thorough working knowledge of a call center environment and scheduling hours
  • Intermediate personal computer skills, including electronic mail, routine database activity, word processing
  • Strong leadership, decision making, team building and coaching skills
  • Ability to accept and lead change by example in a collaborative team environment
  • Ability to delegate
  • Good analytical, critical thinking, and problem-solving skills
  • Flexible and comfortable working in a fast pace and sometimes stressful environment
  • Highly service orientated and committed to customer service and helping people with a positive attitude
  • Excellent listening and verbal and written communication skills.
Benefits
  • Health insurance
  • 401(k) retirement plan
  • Professional development opportunities

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
call center operationsIVRschedulingforecastingskill-based call routingservice levelsreportingperformance monitoringtimekeepingtraining development
Soft skills
leadershipdecision makingteam buildingcoachinganalytical skillscritical thinkingproblem-solvingflexibilitycustomer service orientationcommunication skills
Certifications
High School Diploma