Quanta Services

Supervisor, Benefits Call and Support Center

US-TX-Houston
Requisition ID
2017-1490
# of Openings
1
Category
Human Resources

Overview

Supervises and coordinates activities of workers providing telephone customer support services.

Responsibilities

  • Leads a team in providing strong customer services to employees.
  • Makes necessary changes in staffing based anticipated events and Interaction Management System (TIMS) data.
  • Monitors productivity of customer service representatives and generates reports.
  • Reviews TIMS data to monitor the customer experience and subordinate statistics.
  • Monitors individual, team and call center results to identify and act on both positive and negative performance trends to ensure attainment of revenue goals and performance targets.
  • Monitors service calls to observe employee demeanor, technical accuracy and conformity to company policies.
  • Answers questions and recommends corrective services to address customer complaints.
  • Provides communication and follow up to ensure representatives are fully informed of all new information related to products, procedures, customer needs and company related issues, changes or actions.
  • Keys information in to computer to compile work volume statistics for accounting purposes and to keep records of customer service requests and complaints.
  • Determines work procedures, prepares work schedules and expedites workflow.
  • Studies and standardizes procedures to improve efficiency of subordinates.
  • Maintains harmony among workers and resolves grievances.
  • Prepares composite reports from individual reports by subordinates.

Qualifications

Required Education and Experience:

  • Bachelor’s degree and minimum 5 – 8 years in supervisory experience.
  • Strong working knowledge of health and welfare plan administration.

 

Licenses / Certifications

  • Senior Professional in Human Resources (SPHR).

 

Computer Skills:

  • Advanced Microsoft Excel skills.
  • Hyperion/JD Edwards experience is a plus.

 

Competencies

  • Problem Solving
  • Customer/Client Focus
  • Communication Proficiency
  • Time Management.

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