CS Team Manager

Description:
The Customer Service Team Manager (CSTM) is responsible for the front line customer service delivery for one to ten client teams (number of clients will vary based on size, services and complexities). In this role, the CS Team Leader acts as a role model for the values of the firm and customer service best practices. Most of the Customer Service Team Manager s day is spent in direct interaction with CSA s and HR Specialists.

The Customer Service Team Manager (CSTM) is a people manager for approximately 20 CSA s/HR Specialists (HRS). They are responsible for the day to day management of these associates and the customer calls into the Service Center. They are also responsible for the development of the CSA/ HRS s.

Key Responsibilities/Activities
Executes on CS/HR Policies and drives performance management of CSAs/HRSs (needs wordsmith)
Assess individual and team engagement and retention.
Executes monthly call evaluation for all associates in team for IR and A&R purposes.
Executes side by side and impromptu coaching of associates in unit (including silent monitoring)
Identifies process improvements/enhancements to desktop tools and client provisions/processes and shares these with CS Client Analysts
Drives individual metrics of associates on team (handle times/schedule adherence, etc)
Executes the coaching and development of CSA s and HRS s
Supports CSA/HRS s on calls with Program, Policy and Procedure Knowledge and tool expertise with special focus on customer escalation avoidance.
Most of the CS Team Managers time is spent on the floor with CSA/HRS s

DELIVER Result Measures
Customer Satisfaction results increase
Service Center Operational goals are met
Call evaluation results increase
Interaction Reliability is met(if in contact)
Decrease in Customer Escalations
Improved CSA/HRS metrics (handle times, schedule adherence, etc)
Desktop tools are kept updated
Associates engagement and retention increases
(Benefits) Repeat callers decrease
First call resolution increase

Work Hours: 7:30 - 8:00

Qualifications:
Knowledge, Skills. Attributes Including Specific Technical Competencies
Customer Service Desktop tools
General service and plan-specific knowledge
Proficiency in CS tools usage (Navigator, callflows/guides, knowledge base)
Proficiency is CS Quality Coaching
Systems, Internet and Telephony Environment
Customer Service Principles
Regulatory and legislative knowledge
Delivery model and best practices
Deep problem solving skills

Education & Certifications
Bachelor s degree or work experience required

Work Experience
Call center operations experience
People Management experience

Other Travel Expectations/Other Unique Role Characteristics
Attention to detail
Taking initiative
Troubleshooting
Ability to problem solve and create positive customer resolution to reduce escalation
No travel

Salary/Benefits: Salary commensurate with experience


Job Location: Charlotte/Meridian, NC

Job Number: 302612

Company URL: http://www.hewitt.com/workinghere

Company Profile:
Hewitt Associates is a global outsourcing and consulting firm delivering a complete range of human capital management services to companies, including HR & Benefits Outsourcing, Payroll, Health Management, Retirement & Financial Management, and Talent & Organization Consulting.

Our associates have been instrumental in developing innovative solutions that have helped our clients become some of the most successful companies in the world. Today, our client roster includes more than half of Fortune 500 companies and more than a third of Fortune Global 500 companies.