Associate Manager of Customer Service

#LI-Hybrid

Overview

The Associate Manager position is an important driver in the overall service model utilized within Insurance Operations. Charged with assisting with the day-to-day front-line management of our Customer Service Representatives, their sphere of influence will touch on new hire decisions, onboarding, training, scheduling, feedback, and progressive coaching.

Colleagues at the Associate Manager level are subject matter experts with proficiency in our operating systems and products. Further proficiency should be exhibited in working with peers in our Operation Groups including but not limited to: Annuities, New Business, Underwriting, Payment Receipts, Certificate Service, and General Office. Skilled communicators, this role requires the ability to transfer knowledge/information to both colleagues and clients at their level of understanding. It also requires the ability to easily digest new information and bring their teams up to speed quickly.

As an associate manager, your primary goal will be to assist with the daily management of staff within a metric-driven production environment. Daily Service Level goals will be to answer 80%+ of all calls within 60 seconds. Individual CSR production goals should be monitored daily with a focus on ATT (Average Talk Time), AHT (Average Handle Time), ACW (After Call Work), and schedule adherence. You will utilize Calabrio (Work Force Management) and 8x8 in your daily work. In addition, you will utilize 8x8 to monitor CSR work in real-time (screen and voice).

Coaching not only in real-time but for the long-term development of your CSRs will also be a critical part of your success. QA reviews will be required for each CSR accompanied by 1-1 coaching sessions. This will help build a solid foundation of growth for your direct reports' development.

Core Responsibilities

• Understands the principles of a metric-driven Contact Center and can drive performance within their team.
• Quality-focused – must be able to utilize live and recorded call data to coach a team and ensure compliance with department procedures. Conduct monthly 1-1 coaching sessions with each CSR.
• Must be able to multi-task and enjoy working in a vibrant/changing work environment.
• Assist in supervising the activities of the Customer Service Representatives in real-time to ensure timely service and be able to enact change in workflow, and process queues to ensure service levels are met.
• Share knowledge – partner with peer group with Insurance Operations. Share best practices, provide insight on upcoming technology releases – be part of the solution.
• Is an active trainer – beyond new hire sessions – each day is a new learning opportunity that can be shared with the team.
• Responds to and resolve escalated questions and issues. Escalates and follows to completion requests to provide superior customer service to members and agents.
• Assists in process improvement efforts. Recommends changes in systems and procedures for Customer Service and other departments when beneficial to the overall workflow and customer experience.
• An active participant in the hiring process: pre-screening, candidate selection, onboarding
• Is a positive example to the team - projects the values of the Knights of Columbus while providing best-in-class service.

Compensation

The wage range for this role takes into account a broad array of factors that are considered in making compensation decisions, including but not limited to: skill sets; experience and training; licensure and certifications; and other business and organizational needs.  The range below applies as long as the work is performed in Connecticut; the Knights of Columbus reserves the right to adjust the wage range if the position is performed in another location.  At the Knights of Columbus, it is not typical for an individual to be hired at or near the top of the range for their role, and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range is $51,200 - 91,700.

Skills Qualifications

Required:

MS One Note, MS Office (Excel/PowerPoint etc.), L70, AWD, Ingenium, 8x8

Preferred: Cloud Based Telecom Experience (8x8), Work Force Management Software (Calbrio), CRM (MS Dynamics)

Authorization to work in the United States is required.

This position is not eligible for visa sponsorship.

Education

Required: BA/BS or commensurate work experience

Physical Demands