[jsfg_cinti] Job Posting: Customer Service/Call Center Manager

The following job opportunity has been posted to the JSFG E-mail Mailing Li=
st.

Date: 06/23/08
JobTitle: Customer Service/Call Center Manager
JobClass: General Management
JobDescript: =EF=BF=BDDetermine staffing needs and prepare monthly customer=
 service staffing schedule as well as adjustments to schedule in response t=
o claim and call volume.
=EF=BF=BDServe as leader by directing the team and ensuring the team succes=
sfully applies the call/claim strategy to each interaction.
=EF=BF=BDGeneration of applicable productivity and telephone reporting and =
using these reports to identify and correct negative trends.=20
=EF=BF=BDInvolvement in the development of improvement plans for staff with=
 the assistance of the Director from customer surveys, telephone reports, e=
rror/exception reports, quality, productivity, vendor issues and call monit=
oring.
=EF=BF=BDPartner with staff and other leaders to develop improvements.
=EF=BF=BDConduct bi-weekly team meetings to communicate team performance go=
als and results, share corporate communication and provide a forum for disc=
ussion of opportunities and/or issues.
=EF=BF=BDServe as first point of escalation for procedural and technical is=
sues and teach staff regarding how to effectively resolve the issue(s).
=EF=BF=BDMaintain a positive work environment that supports a quality drive=
n team and identify any issues that may inhibit an individual=EF=BF=BDs or =
the team=EF=BF=BDs performance.
=EF=BF=BDMotivate individuals and teams to provide exceptional customer ser=
vice.
=EF=BF=BDAssume accountability for ensuring individuals/teams meet their pe=
rformance goals.
=EF=BF=BDInvestigate trends, identify problems and work with team members t=
o resolve issues.
=EF=BF=BDProvide regular performance reports to Director.=20
=EF=BF=BDEnsure team adheres to all improvement initiatives.
=EF=BF=BDMonitor and manage each team member=EF=BF=BDs performance.
=EF=BF=BDConduct one formal annual performance review for each team member =
and counseling on an as needed basis.
=EF=BF=BDProvide coaching to team members based on quality results and deve=
lop improvement plans when needed.
=EF=BF=BDContinuous coaching of the team to ensure the individual/team perf=
ormance goals are met.
=EF=BF=BDPerform HR admin duties.

Location: Cincinnati, OH 45236
Requirements_Qualif: =EF=BF=BDStrong interpersonal skills at both individua=
l and team level.=20
=EF=BF=BDWritten and verbal communication skills.=20
=EF=BF=BDAdaptable and able to adapt to change while maintaining a positive=
 attitude.=20
=EF=BF=BDExcellent coaching / motivational skills at both an individual and=
 team level.=20
=EF=BF=BDExcellent business writing skills.=20
=EF=BF=BDBusiness focus which demonstrates an understanding to the company'=
s vision, mission and strategy.=20
=EF=BF=BDExperience in team interactions and improvement techniques/project=
s (e.g., coaching, quality, productivity).=20
=EF=BF=BDExperience managing personnel desired, but not required.=20
=EF=BF=BDDemonstrated leadership/facilitation skills.=20
=EF=BF=BDProject management experience.=20
=EF=BF=BDClaim processing experience desired, but not required.=20
=EF=BF=BDStrong PC skills (e.g., Word, Excel).=20
=EF=BF=BDProven ability to provide superior customer service.=20
=EF=BF=BDKnowledge of Human Resources policies and procedures desired, but =
not required
WorkType: Full-time Regular
Travel: No
PositionState: New
SalaryRange: $based on exp
HowApply_Mail: Yes
HowApply_Phone: Yes
HowApply_Email: Yes
Company: The Hauser Group
Person_Requesting_Profiles: Amanda Guinan
Contact_StreetAddress: 8260 Northcreek Drive, Suite 260
Contact_City: Cincinnati
Contact_State: OH
Contact_ZipCode: 45236
Contact_WorkPhone: 513-936-7368
Contact_FAX: 513-793-2380
email: aguinan@xxxxxxxxxxx
Industry: Third Party Administration/Employee Benefits
Comments:=20




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