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Customer Experience Team Lead

2 months ago

Maitland, Florida, United States EMPLOYERS Full time
Job Summary

We are seeking a highly skilled and experienced Customer Experience Team Lead to join our team at EMPLOYERS. As a key member of our operations team, you will be responsible for managing the day-to-day activities of our Customer Experience team.

Key Responsibilities
  • Supervise and manage the day-to-day activities of the Customer Experience team.
  • Provide crucial support to the team, including circulating the floor periodically to provide assistance and instructions.
  • Monitor team members' attendance, schedule adherence, and occupancy to meet or exceed key performance indicators.
  • Work closely with other supervisors and business units to ensure customer needs are met while meeting or exceeding department goals and objectives.
  • Monitor queues, volume, and trends, and recommend real-time and/or long-term process adjustments as necessary.
  • Prepare performance reports by collecting, analyzing, and summarizing data trends on a daily, weekly, and monthly basis.
  • Report to individual team members, area teams, and management as appropriate.
  • Review operating procedures regularly and maintain appropriate work standards.
  • Gather feedback from internal and external customers to ensure department procedures meet statutory requirements.
  • Identify customers who are behind on payments and manage policy cancellations via outbound channels.
  • Develop strategies to collect past-due accounts and ensure compliance with policies and procedures.
Requirements
  • One year of supervisory experience.
  • High School diploma or GED equivalent.
  • Strong leadership, collaboration, and interpersonal skills.
  • Analytical, verbal, and written communication skills.
  • Organizational and time management skills.
  • Ability to maintain professionalism while having crucial conversations.
  • Ability to work independently and as a team member.
  • Proficiency with MS Office products, including Word, Excel, PowerPoint, and Outlook.
  • Maintain the highest level of confidentiality.
  • Solid decision-making skills and good judgment to determine the best approach in ambiguous situations.
  • Experience with and propensity to learn evolving technology.
  • High-volume inbound call center experience.
  • Workers' Compensation claim experience.
  • Financial or collections industry experience.
Preferred Qualifications
  • Bilingual English/Spanish communication skills.
  • Associates degree.
  • Expertise in training and/or facilitating small-to-large group sizes.
  • Equivalent combination of education and experience may be substituted for the requirements listed above.
  • Three years of providing supervision in a Customer Service Support environment.
  • Knowledge of cloud-based Call Center ACD/CRM software.
Work Environment

This position requires full-time in-office work with minimal travel to other office locations/meeting locations occasionally.