Location Designation: Fully Onsite/Essential Employees
When you join New York Life, you’re joining a company that values career development, collaboration, innovation, and inclusiveness. We want employees to feel proud about being part of a company that is committed to doing the right thing. You’ll have the opportunity to grow your career while developing personally and professionally through various resources and programs. New York Life is a relationship-based company and appreciates how both virtual and in-person interactions support our culture.
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This position primarily involves a hybrid work schedule – working remotely: Monday & Friday / on site: Tuesday, Wednesday and Thursday. Under certain circumstances, will consider a remote option.
Do you enjoy building and engaging with a team? Coaching and motivating your employees? Helping others succeed in serving customers in an extraordinary way? Then start your rewarding career as a part of our growing Customer Advocacy Team!
As a Customer Service Supervisor, you will work with and assist customer advocates in providing exceptional service and engaging with our customers to improve their health, well-being and sense of security.
In this vital role, the Customer Service Supervisor is focused on engaging and motivating their team to make personal connections with customers. They support Customer Advocates by ensuring they have the right tools and training, to identify root causes for service challenges, and by helping to remove barriers to excellent service.
Customer focus, motivating others, setting priorities and removing barriers for your team are some of the essential skills required. Continuous improvement, and working collaboratively with other departments and colleagues, will be critical to success.
Primary Responsibilities:
- Leads and assists with the daily operations of a team of 20+ Advocates; either virtually or in an office. Motivates, coaches and develops their team members.
- Meets daily with Advocates to recognize good behaviors, provide coaching on needed improvement, andensure action and follow up plans are created.
- Communicates clear expectations and behaviors through individual and team meetings and builds accountability within the team.
- Reinforces the importance of listening to customers, advocating for them by sharing information that will help them to better meet their healthcare needs.
- Partners with short and long term capacity planners to meet resource needs to deliver on operational and customer expectations.
- Uses metrics to identify needed performance improvement, customer trends and other areas of opportunity for continuous improvement.
- Participates in the technology strategy and implementation of initiatives. Collaborates with technology partners and cross functional groups maximize effectiveness and efficiency.
- Participates with HR in hiring, onboarding, training, development, compensation planning and performance management. Builds an inclusive environment that values different perspectives.
Customer Service Supervisors are measured on:
- Team success as measured by customer and provider satisfaction, with specific operational metrics and quality assessments
- Employee retention and development
- Contributions from enterprise wide projects and involvement
- Achievement of specific department annual goals
- Does this sound like you?
- Customer Focused – Is devoted to meeting the expectations and requirements of internal and external customers.
- Ability to Motivate and Coach Others – Can motivate people, including direct reports, peers, and operational partners. Utilizes coaching behaviors to drive employee engagement and positive performance.
- Able to Set Priorities – Eliminates roadblocks for advocates, creates focus, spends his/her time on what’s important
- Strong Problem-Solving Skills – Looks beyond the obvious, doesn’t stop at the first answers. Can see hidden problems, probes all sources for answers. Solves difficult problems with excellent solutions.
- Effectively Manages Conflict – Steps up to conflicts, seeing them as opportunities. Good at focused listening, finds common ground and gets cooperation with minimum conflict.
- Shows Organizational Agility – Knowledgeable about how the organization works. Knows how to get things done both through formal channels and the informal network.
- Learning and Applying Quickly – Ability to work in an ever-changing environment. Able to quickly learn, adapt and respond to new problems. Able to evaluate successes and failures for improvement.
Qualifications:
- High School Diploma or equivalent required, Bachelor’s degree preferred
- 2+ years of experience managing a customer service or contact center preferred
- 2+ years of experience using KPI tools to access and improve performance
- 3+ years of customer service or advocacy experience preferred
- Experience and passion for leading, developing and motivating employees required
- Deep understanding and passion for serving customers
- Excellent communication, interpersonal and negotiation skills required
- Ability to drive change and make process improvements required
- Prior experience leading projects to enhance business outcomes
- Strong time management skills required
This position primarily involves a hybrid work schedule – working remotely: Monday & Friday / on site: Tuesday, Wednesday and Thursday. Under certain circumstances, will consider a remote option.
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Salary range: $55,000-$85,000
Overtime eligible: Exempt
Discretionary bonus eligible: Yes
Sales bonus eligible: No
Click here to learn more about our benefits. Starting salary is dependent upon several factors including previous work experience, specific industry experience, and/or skills required.
Recognized as one of Fortune’s World’s Most Admired Companies, New York Life is committed to improving local communities through a culture of employee giving and volunteerism, supported by the Foundation. We’re proud that due to our mutuality, we operate in the best interests of our policy owners. We invite you to bring your talents to New York Life, so we can continue to help families and businesses “Be Good At Life.” To learn more, please visit LinkedIn, our Newsroom and the Careers page of www.NewYorkLife.com.
Job Requisition ID: 89538