Supervisor II

MetLife, a leading provider of insurance and other financial services to individual and institutional customers, is seeking a Disability Supervisor for Utica, NY

Beyond meaningful and challenging work, MetLife provides a variety of flexible work arrangements, as well as a tuition reimbursement program, competitive benefits, and retirement and pension plans. MetLife?s responsiveness to the needs of both clients and employees is a direct result of one of the core company values? People Count.


Major Duties and Functions Include:
Manage staff performing moderately complex analytical, technical and procedural functions. Specifically, providing service to MetLife customers regarding policy information and transaction processing requests to ensure a superior customer experience.
Assign and schedule work and prioritize activities to support optimum service levels for telephone coverage and project assignments by working with business partners.
Proactively coach to promote continuous improvement of associate performance: responsible for creating quality results through quality processes while partnering with Customer Experience Management (CEM), including coaching to promote customer satisfaction.
Partner with Human Resources to recruit and hire a diverse population of highly qualified associates to meet staffing needs.
Partner with Learning and Development to assure that all associates are trained to ensure customer service needs are met and exceeded.
Control expenses through the efficient use of staff and technology, including cross training of associates to increase efficiencies, as well as supporting the product?s budget and expense reduction initiatives.
Prepare monthly, semi-annual and annual performance evaluation data for associates, including tracking performance trends for determination of recognition and disciplinary action.
Assist manager by identifying and executing plans, which will result in, improves operational programs
Partner with sister sites, Administration, Resource Management, and Product Teams to improve service delivery to all customers.
Plan associates base salary increases and incentive payments in order to deliver appropriate total cash compensation and manage planning within allotted budget
Perform administrative functions to provide accurate data and information flow.
Ensure department compliance with all applicable ERISA, HIPAA and internal Quality Management Systems regulations and guidelines.
Utilize strong interpersonal skills to partner with all levels within the Company and outside vendors.
Participate in projects involving the improvement of business metrics and cross-functional Natural Work Team designed to improve processes and work environment.
Support revenue generation initiatives, leads generation, X-dating, and conservation. What You Need to Succeed:


Ability to create a work environment that fosters high morale and employee engagement within a service operation that is fast paces and subject to frequent change.
High School Diploma or GED Equilvant.
Demonstrated commitment to diversity, integrity, and value of the contributions of associates at all levels in the organization.
Strong supervisory/leadership skills and abilities.
Customer Focused
Commitment to continuous, ongoing improvement in the level of service provided to internal and external customers.
Demonstrate problem solving and decision making skills along with the ability to manage multiple projects .
Ability to manage change and to support company-wide initiatives.
Demonstrate ability to effectively plan and implement procedures and resource allocation strategies.
Ability to work effectively as a member of a supervisory team.
Ability to pass and maintain various licenses and registrations, such as NASD Series 6 and 26, Life Accident and Health Administration and Sales, Property and Casualty Sales.
Knowledge of the organization?s operations,quality management tenets, products and services as well as those of related organizations and business partners.
General understanding of the Company?s Human Resources policies and procedures.
Working knowledge of workforce management software such as Call Management System (CMS)
Manage a staff of 19-24+ associates in meeting multiple objectives, e.g., quality, time management, critical transactions, and average handle time.
Quality- promote Company initiatives to continually improve MetLife?s Customer Experience.
Meet established goals around the success of handling customer inquires, via phone calls and internet, up to 30 million.

Work shouldn?t be something you do just to make ends meet. It should provide satisfaction?and an opportunity to make a difference.
MetLife? where work meets life!

Do YOU have what it takes to join a Major Force in Financial Services: Investments, Financial Advice, Banking and Insurance?
If so respond TODAY!


For immediate consideration, please click Apply below!