Manager, Customer Service Job in Jacksonville 32207, Florida US
Manager, Customer Service
Jacksonville, Fl 32207
Plans, organizes and manages an operation which provides one or more customer service functions for investors, policyholders, field and/or home office staff, or may manage an operation responsible for all customer service functions for a region, distribution channel or product. Develops and monitors the application of operating systems including policies and procedures, operating structure, and information flow, in accordance with consumer laws, including Ensures the volume of work produced meets product/service standards and exceeds quality standards. Develops and implements complaints resolution procedure and ensures complaints are handled effectively, (policy disclosure, replacement, agent compensation and claim handling). Controls expenses, develops production goals, monitors production and prepares progress reports for upper management. Typically supervises up to 150 employees. Approves personnel activities which may include hiring, training/development, evaluation, managing pay, and corrective counseling/termination proceedings. May manage first line supervisors. Typically requires five to seven years experience, including one to three years in management. According to product line, may be required to obtain license.
- Minimum of 5 years leadership experience in Contact Center Operations
- College degree, or equivalent work experience
- Ability to develop talent and mobilize resources to achieve results both internally as well as vendor results through the sharing of best practices and results management
- Create, implement, maintain and monitor process controls within aligned functions
- Formidable analytical and problem solving skills
- Strong talent mindset with the ability to collaborate within and across different business groups with individuals at various levels to achieve desired results
- Experience with creating emotional and intellectual connections with staff on vision and strategy through excellent communication skills
- Ability to travel nationally and internationally to Prudential and vendor sites periodically, up to 10%
- Project Management and a thorough, functional understanding of different parts of our business (eg., Quality, Business Operations Center, Human Resources, Finance, Vendor Management, Backoffice Operations etc.)
- Six Sigma or Lean experience is a plus
- Proficient with Microsoft Office, Excel, CentreVu, Powerpoint
Additional Information:
- Travel Percentage: 10%
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