What You Will Do
- The Client Service Center Manager is responsible for delivering on our mission of creating the world’s best legal service for working families.
- You will lead a team of Supervisors and a Workforce Management Specialist while collaborating with the Member Experience Product Owner, Quality Assurance Specialist and CSC Training & Development Specialist to deliver distinctive experiences people love.
- The Client Service Center Manager will ensure staffing is appropriate through working with the CSC Workforce Management Specialist, for all Supervisor and CSR positions within the department, to deliver on strategic plan goals and departmental service level goals.
- This position is also responsible for meeting the performance targets of each team and is a key leader in developing new and innovative ways to improve all operational goals.
Responsibilities
- Build a culture of inspiration within the CSC for offering remarkable customer experiences for legal plan members and potential members Manage a team of 6-7 CSC Supervisors with coaching and development of 50 – 70 CSRs, monitoring of calls, chat and emails, evaluation and managing overall performance standards for productivity, engagement, efficiency and quality Ensure staffing needs are met for all positions in the Cleveland CSC with qualified and trained associates.
- Work with CSC Training and Development Specialist to build skills and capabilities needed to deliver remarkable customer experiences measured by CSAT scores Manage daily operations of the CSC to maximize productivity including scheduling and attendance Manage internal partners to establish and support processes and procedures to support new Sponsors and associated service level requirements Identify key metrics and collect data/enable data collection to make effective decisions Collaborate with technology owners to make recommendations regarding how to best use technology to increase team capabilities and capacity by engaging in product meetings, system testing and feedback gathering Manage and optimize non-call work activities, such as system updates, support tasks, and email handling, to improve efficiency, ensure accountability, and support ongoing process improvement.
- Own the service needs for all MLP partners for pilots and third-party services Maintain a working relationship with CWA 4340 and collaborate with MLP Leadership and outside counsel on contractual matters Support business development activities to achieve MLP strategic plan Other duties as required or assigned
- Ideal
Qualifications
- Proven track record of strong leadership with MLP and solid understanding of MLP products and systems (internal employees) Bachelor’s degree from an accredited university 5+ years of leadership experience in a call-center / customer service department Demonstrated success as a values-based leader who can build and maintain a culture of empowerment, development, ownership and accountability Demonstrated ability to use data and key metrics to evaluate operations, identify opportunities, and support effective decision-making.
- Strong communication, collaboration, and influence skills; able to drive focus High level of confidentiality to handle sensitive/confidential situations and documentation High-energy team player who works successfully with others to create opportunities for change and supports the company’s strategic plan Strong work ethic with the ability to self-start, prioritize, and multi-task a high-volume workload Ability to analyze and solve problems, perform complex tasks, and prioritize independently Excellent customer service skills Display a positive, motivating attitude and flexibility
- What Will Make You Special Prior call center work experience using systems such as Calabrio, Cisco, Zendesk, i5, and Outlook Master’s degree from an accredited university
- Position Type and Expected Hours of Work
- This is a full-time position.
- Days and hours of work are typically Monday through Friday, 8:00 a.m. to 5:00 p.m. EST but range between 8:00 a.m. to 8:00 p.m though person may occasionally be required to work at different times or days based on business need.
- Travel
- This position requires up to 10% travel.
Note: This job description in no way states or implies that these are the only duties to be performed by the associate in this position. Associates will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments.
All duties and responsibilities are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbent will possess the skills, aptitude and ability to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others.
The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an “at-will” relationship.
MetLife Legal Plans is an Equal Opportunity Employer.
All employment decisions are made without regards to race, color, national origin, religion, creed, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, age, disability, marital or domestic/civil partnership status, genetic information, citizenship status (although applicants and employees must be legally authorized to work in the United States), uniformed service member or veteran status, or any other characteristic protected by applicable federal, state, or local law (“protected characteristics”).
If you need an accommodation due to a disability, please email us at mlprecruiting@legalplans.com. This information will be held in confidence and used only to determine an appropriate accommodation for the application process.
