Job Description

US Customer Care Supervisor

In person training - 7 weeks 8a-5p in office once a month for office meetings.

Summary of Responsibilities:

Through strong leadership, the US Customer Care Supervisor ensures that the service team offers a customer-centric experience on every call that is consistent with GCS values and principles, while assisting MetLife customers with questions on their policy, features, benefits and executing on requests for transactions or processing. Create an environment that promotes a high level of engagement among associates and delivers on superior customer satisfaction. Clearly communicate with and coach associates to ensure key business metrics are delivered.

Principal Responsibilities:

• Virtual roles predominately work from a home office with periodic visits to the assigned GCSO office as needed for team events, meetings, training, business continuity, etc.
• Supervise and lead a team of customer care associates who engage in providing service on a variety of MetLife products ensuring a superior customer experience.
• Proactively coach, motivate and develop associates to ensure their performance exceeds our customer's expectations. Hold them accountable for those results.
• Partner with recruiting to acquire new and diverse talent into the service organization with the requisite customer orientation, skill set and knowledge to build and strengthen customer relationships and drive profitable growth.
• Monitor associate calls and provide feedback on quality of information, quality of interaction and following appropriate procedures.
• Create performance appraisals for associates, including tracking performance trends for determination of recognition and disciplinary action.
• Ensure department compliance with all applicable ERISA, HIPAA and internal Quality Management Systems regulations and guidelines.
• Foster collaboration among peers and with other partners by building effective, results-driven relationships to leverage resources across GCS and MetLife.

Knowledge/Skills/Competencies Required:

• New hires should live a commutable distance from the site the role is posted in.
• Ability to create a work environment that fosters high morale & employee engagement within a service operation that is fast paced and subject to frequent change.
• Demonstrated commitment to diversity, integrity and value of the contributions of associates at all levels in the organization.
• Demonstrated excellent interpersonal communication and coaching skills to develop talent for the future.
• Strong supervisory/leadership skills and abilities.
• Customer focused.
• Commitment to continuous, ongoing improvement in the level of service provided to internal and external customers.
• Demonstrated problem solving and decision-making skills along with the ability to manage multiple projects.
• Ability to manage change and to support company-wide initiatives.
• Ability to work effectively as a member of a supervisory team.
• 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.

What Can Give You an Edge (Additional Skills):

• Experience with Disability product a strong plus.
• Suggested 5 years' experience in call center environment.
• Positive attitude and desire to develop.
• Innovative and self-directed.

Equal Employment Opportunity/Disability/Veterans: If you need an accommodation due to a disability, please email us at accommodations@metlife.com . This information will be held in confidence and used only to determine an appropriate accommodation for the application process. MetLife maintains a drug-free workplace.

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