Customer Support Team Leader
2 months ago
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 crucial in fostering a supportive environment where MSRs can thrive and excel.
Key ResponsibilitiesPrimary duties include:
- Assisting in setting performance targets for both individuals and teams.
- Providing answers to staff inquiries and offering constructive feedback.
- Developing strategies to enhance operational procedures and maintain high levels of staff motivation.
- Monitoring MSR performance, facilitating training opportunities, and implementing corrective measures when necessary.
- Ensuring compliance with attendance policies and established operational procedures.
- Identifying and addressing operational challenges while proposing viable solutions.
- Preparing analytical reports to aid management in establishing call center objectives.
- Collaborating with fellow supervisors and management to optimize MSR support and enhance member satisfaction.
- Staying informed about new processes and technological advancements.
- Participating in the recruitment and hiring of new team members.
- Executing additional responsibilities as assigned.
Ideal candidates will possess:
- The ability to maintain composure and professionalism in high-pressure situations.
- 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 Office Suite, including Outlook, Word, Excel, and PowerPoint.
- Flexibility and adaptability to frequently changing priorities.
- Reliability and dependability in all aspects of work.
- Independence with the ability to work with minimal supervision.
- For internal candidates, a record of good standing with no corrective actions and adherence to attendance guidelines.
We offer a comprehensive benefits package that includes:
- Paid time off.
- Full health, dental, and vision coverage.
- Life insurance options.
- Long-term and short-term disability insurance.
- Retirement savings plans.
This position primarily involves working at a desk, utilizing a computer or phone. We provide a competitive compensation and benefits package, ensuring a rewarding work environment.
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