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Customer Service Supervisor

Customer Service Supervisor

Location: Stamford, CT | 68K - 75K Base + Bonus + Benefits Package

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We are currently recruiting for a Client Services Supervisor in Stamford, CT (currently hybrid remote & in-office). The Client Services Supervisor will lead a team of Associates. The team is responsible for answering and responding to inbound calls, emails, and mail. The Supervisor will review calls and tasks each month to ensure the team is meeting all quality expectations. The supervisor will delegate work daily, ensuring all associate have an opportunity to contribute to each project as appropriate, resolve escalated issues, including taking supervisor calls and analysis of complex scenarios. This role will collaborate with the Director to develop and implement strategies, technologies, standards, procedures, and measurements that improve overall efficiency and quality. 68K – 75K Base + Bonus + Benefits Package

Responsibilities:

  • Supervise a team of Customer Service Associates.
  • Responsible for overseeing day-to-day operations to help ensure that the organization meets or exceeds productivity and quality standards.
  • Monitor and document employee performance including productivity, quality, work habits, attendance, etc. Ensure feedback and training are commensurate with performance. Provide timely coaching to help develop team members and take disciplinary action, if necessary. Write and deliver performance reviews.
  • Research administrative system data and create reports as needed.
  • Collaborate with associates to develop, document, and maintain procedures.
  • Take responsibility for complex tasks, including complaint analysis and power of attorney approvals. Perform all tasks related to those cases and see issues through to resolution.
  • Assist the associates with phone call handling when necessary to deliver accurate resolution.
  • Validate systems and workflows to ensure all processes are functioning correctly, signing off on UAT for system modifications. Identify defects and define options for remediation.
  • Ensure comprehensive training is provided for new employees and ongoing training is provided to all associates.

Requirements:

  • Bachelor’s Degree or equivalent work experience.
  • Experience leading, coaching and developing teams.
  • 3+ years of management/leadership experience in client services.
  • 3+ years of pension customer service or retirement plan administration experience.
  • Strong analytical, organizational, and project management skills.
  • Ability to balance multiple priorities in a fast-paced environment.
  • Proven ability to build trust and manage relationships.
  • Exceptional oral and written communication skills as well as presentation skills.
  • Proficiency in Microsoft Office product suite.
  • Willingness to travel as needed.

Local candidates only. Must be located in a commutable range to Stamford, CT (currently remote & hybrid in-office). 68K – 75K Base + Bonus + Benefits Package. To apply email resume to porecchio@bellwetherstaffing.com