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Customer Service Manager
TEMPE AZ 85282
Category: Other
  • Your pay will be discussed at your interview

Job code: lhw-e0-90673402

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Willis Towers Watson

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Summary

  Job posted:   Thu Jun 7, 2018
  Distance to work:   ? miles
       
  4 Views, 0 Applications  
 
Customer Service Manager
Customer Service Manager
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JOB DESCRIPTION**


**The Role**


The Customer Service Manager shares responsibility for supervising the day-to-day service operations including team performance, supervisor coaching/development/corrective action, setting and meeting corporate level goals, and ensures a consistent, positive customer experience. The Customer Service Manager works directly with seasonal and permanent Service Managers and the Director of Customer Service to strategize and report on operations progress. This is a fast paced role that requires the ability to build relationships, manage multiple projects at once, and drive the organization's customer experience efforts.


**Key Responsibilities:**


+ Manage a staff of up to 7+ Supervisors and 100+ Customer Service Representatives during the Annual Enrollment season


+ Manage day to day responsibilities for Customer Service department including performance tracking, coaching and development, and interdepartmental communication.


+ Partner with Customer Service Management Team and Recruiting team to attract, hire and retain talent.


+ Follow and enforce performance management guidelines with all staff


+ Review process and procedure and identify/optimize areas of opportunities using Six Sigma methodology or similar process.


+ Maintains constant communication with the management team and other applicable areas regarding issues, progress on outstanding items/tasks/projects


+ Creates and distributes reports, uses analytical skills to interpret data and improve performance


**The Requirements**


+ Bachelor's degree or equivalent combination of education and experience


+ 3-5 years of experience managing call center operations


+ Ability to organize, prioritize and to carry out multiple tasks simultaneously with excellent attention to detail and follow-through


+ Outstanding communication skills, both verbal and written


+ Builds strong relationships across multiple areas and functions


+ Demonstrated ability to drive performance, build teams and deliver results in a call center environment


**The Company**


Willis Towers Watson is a leading global advisory, broking and solutions company that helps clients around the world turn risk into a path for growth. With roots dating to 1828, Willis Towers Watson has 40,000 employees serving more than 140 countries. We design and deliver solutions that manage risk, optimize benefits, cultivate talent, and expand the power of capital to protect and strengthen institutions and individuals. Our unique perspective allows us to see the critical intersections between talent, assets and ideas - the dynamic formula that drives business performance. Together, we unlock potential. Learn more at willistowerswatson.com.


**Willis Towers Watson is an equal opportunity employer**


Willis Towers Watson is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to, among other things, race, color, religion, sex, sexual orientation, gender identity, national origin, age, status as a protected veteran, or disability.


Equal Employment Opportunity: Know your rights at .


**Unsolicited Contact:** Any unsolicited resumes/candidate profiles submitted through our web site or to personal e-mail accounts of employees of Willis Towers Watson are considered property of Willis Towers Watson and are not subject to payment of agency fees. In order to be an authorized Recruitment Agency/Search Firm for Willis Towers Watson, any such agency must have an existing formal written agreement signed by an authorized Willis Towers Watson recruiter and an active working relationship with the organization. Resumes must be submitted according to our candidate submission process, which includes being actively engaged on the particular search. Likewise, for our authorized Recruitment Agencies/Search Firms, if the candidate submission process is not followed, no agency fees will be paid by Willis Towers Watson. Willis Towers Watson is an equal opportunity employer.


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**JOB SNAPSHOT**


+ Location:Tempe, AZ, US

+ Date Posted:June 5, 2018

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