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Customer Service Team Leader

2 months ago

Jackson, Mississippi, United States CONEXON Full time
Job Overview

The role of the Member Services Supervisor at CONEXON involves overseeing and guiding a dedicated team of Member Service Representatives (MSRs) in the daily functions of our contact center. This position is essential in ensuring that MSRs receive the necessary support post-training, which includes monitoring their progress, addressing inquiries, and providing continuous coaching and motivation.

Key Responsibilities

As a Member Services Supervisor, your duties will include:

  • Setting performance targets for both individuals and teams.
  • Providing answers and guidance to staff, along with constructive feedback.
  • Identifying methods to enhance procedures and maintain staff morale.
  • Evaluating MSR performance and offering learning opportunities or corrective actions as needed.
  • Ensuring compliance with attendance policies and established procedures.
  • Recognizing operational challenges and proposing improvements.
  • Preparing analytical reports to assist management in establishing call center objectives.
  • Collaborating with fellow supervisors and management to support MSRs and enhance member satisfaction.
  • Staying informed about new processes and technologies.
  • Participating in the recruitment and hiring of new staff.
  • Performing additional tasks as assigned.
Qualifications

The ideal candidate will possess:

  • The ability to maintain composure and respect under pressure.
  • Demonstrated leadership capabilities.
  • Strong problem-solving and decision-making skills.
  • Excellent organizational skills and attention to detail.
  • Outstanding interpersonal and active listening abilities.
  • A detail-oriented mindset with a focus on the specifics of each interaction.
  • Strong written and verbal communication skills.
  • Proficiency in Microsoft Outlook, Word, Excel, and PowerPoint.
  • Flexibility and adaptability to frequently changing priorities.
  • Reliability and dependability.
  • Independence with the capability to work with minimal supervision.
  • For internal candidates, a record of good standing with no corrective actions and adherence to attendance guidelines.
Benefits

CONEXON offers a comprehensive benefits package that includes:

  • Paid time off.
  • Full health, dental, and vision benefits.
  • Life insurance coverage.
  • Long-term and short-term disability insurance.
  • Retirement benefits.

This position primarily involves working at a desk, utilizing a computer or phone. We provide a competitive compensation and benefits package, and we look forward to welcoming a new member to our team.