Job Details
**Generali Global Assistance**
**Customer Service Lead Supervisor**
**Pembroke Pines, FL - Full Time**
**Job Summary:**
The Lead Customer Service Supervisor provides initial and ongoing training to Customer Service Representatives while also acting as SME and point of contact for escalated customer service issues from other Supervisors. This position will supervise a team of up to 15 Customer Service Representatives. This position reports to the VP, Operations Travel Insurance.
**Principal Duties and Responsibilities:**
**Supervision and Training**
* Responsible for supervision of call floor operations during hours of operation which includes evenings, weekends and holidays.
* Acts as a lead, providing guidance and support to other Customer Service Supervisors
* Ensures that Customer Service Representatives are handling customer issues and requests timely and effectively, following proper procedures as detailed in performance guidelines and Best Practices, and representing the mission statement, values and standards of Generali
* Responsible for the completion of Quality Assurance evaluations for team members
* Coaches and develops Customer Service Representatives and Supervisors, focusing on product knowledge, processes & procedures, phone etiquette, and related customer service skills
* Documents employee performance including disciplinary action, up to and including termination
* Provides leadership support and back-up in the absence of other Supervisors and Manager
* Participates in the ongoing improvement of Customer Service Departments training curriculum
* Assists in the interview process and hiring of new team members
* Writes and delivers performance reviews for direct reports and provides measurable benchmarks and goals for each team member
* Responsible for timecard management of team members, including time off requests
**Customer Service**
* Responds to escalated calls and provides resolution to issues and concerns of customer
* Works closely with other departments to assist them with customer service issues
* Assists with inbound calls and emails when volume warrants
* Provides internal customer service assistance and support to team members and other departments as required
**Administrative Support and Coordination**
* Analyzes the data yielded by performance and quality reports, identifying trends, and interpreting data to improve employee performance
* Schedules and conducts daily team huddles, team meetings, and root cause problem solving
* Represents Customer Service leadership by participating in planning and implementation meetings with other departments
* Stays informed and current on policy/procedural changes within the company
**Leadership**
* Exhibits confidence in self and others; Inspires and motivates others to perform well
* Effectively influences actions and opinions of others, inspiring respect and trust
* Accepts feedback from others; Provides vision and inspiration to peers and subordinates
* Gives appropriate recognition to others
* Displays passion and optimism about the organization when interacting with internal and external employees
**Lean Management System and Principles**
* Commitment to Lean tools and leadership practices in all aspects of job performance
* Enables employees to contribute to their fullest potential
* Connects strategy, goals, and meaningful purpose for employees
* Discovers better ways of working
* Delivers value efficiently to the customer
**Required / Desired Knowledge, Experiences and Skills:**
* Strong verbal and written communication
* Strong leadership skills
* Knowledge and proficiency with Microsoft Office Suite
* Strong knowledge of Customer Service Department policies and procedures
* Strong time management; Ability to prioritize duties and manage workload in an effort to complete all duties in a timely manner
* Ability to define problems, collect data, establish facts, and draw valid conclusions
* Ability to apply concepts of basic algebra and geometry to tasks such as reporting and testing
* Ability to interpret a variety of instructions in written, oral, diagram, or schedule form
* Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals
* Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations
* Ability to write routine reports, business correspondence and procedure manuals
* Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public
**Education/Certifications:**
* Associates Degree or equivalent
**Physical Working Environment:**
While performing the duties of this job, the employee is required to stand; walk; sit for long periods of time; use of hands to grasp, handle, or feel; reach with hands and arms; finger dexterity; talk; hear. The employee is occasionally required to climb or balance and stoop, kneel, crouch, or crawl. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and ability to adjust focus.
The above statements are intended to describe the general nature of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties and skills required of employees so classified.