Assistant Manager - CCC Supervisor

About Capgemini

With more than
180,000 people in over 40 countries, Capgemini is a global leader in
consulting, technology and outsourcing services. The Group reported 2015 global
revenues of EUR 11.9 billion. Together with its clients, Capgemini creates and
delivers business, technology and digital solutions that fit their needs,
enabling them to achieve innovation and competitiveness. A deeply multicultural
organization, Capgemini has developed its own way of working, the Collaborative
Business Experience™, and draws on Rightshore®, its worldwide delivery model.

Learn more about us atwww.capgemini.com.

Rightshore® is a
trademark belonging to Capgemini.

Capgemini is an
Equal Opportunity Employer encouraging diversity in the workplace. All
qualified applicants will receive consideration for employment without regard
to race, national origin, gender identity/expression, age, religion,
disability, sexual orientation, genetics, veteran status, marital status or any
other characteristic protected by law.

This is a general
description of the Duties, Responsibilities and Qualifications required for
this position. Physical, mental, sensory or environmental demands may be
referenced in an attempt to communicate the manner in which this position
traditionally is performed. Whenever necessary to provide individuals with
disabilities an equal employment opportunity, Capgemini will consider
reasonable accommodations that might involve varying job requirements and/or
changing the way this job is performed, provided that such accommodations do
not pose an undue hardship.

Click the following
link for more information on your rights as an Applicant:http://www.capgemini.com/resources/equal-employment-opportunity-is-the-law

Work Location: Pensacola, FL

Job
Description

CHCS
Services Inc

Job
Description

Job
Title: Call Center
Supervisor, CCC

Department: Customer Contact Center

Reports
To: Group Manager Customer Contact Center

FLSA
Status: Exempt

Prepared
By: Human Resources

Manages
and coordinates activities of Customer Service Representatives engaged in
handling all lines of business for
insurance service requests via inbound telephone inquiries by performing
the following duties.

ESSENTIAL
DUTIES AND RESPONSIBILITIES include the following. Other duties may be
assigned.

Monitoring
operational activities of Customer Services Representatives in order to ensure
accurate and timely information is provided to clients & policyholders.Tracking,
measuring, monitoring and analyzing CSR activity to ensure that all company
standards and procedures are achieved.Provide
technical support, expert advice, and coaching assistance to team members and
clientsIdentify
new opportunities to improve operational effectiveness and customer satisfaction
and make recommendations for improvements.Assists
with management of call center statistic
reporting and makes staffing responsibility adjustments as necessary.Provides
ongoing performance feedback and conducts annual performance reviews with
supervised CSRs.Manages
payroll system processes for individual team members and submits timesheets
promptly.Identify
skill gaps and ensure training is provided to further develop staff.Participate
in the hiring of new Customer Contact Center employees as required by
conducting interviews and following CHCS new hire policies.

SUPERVISORY
RESPONSIBILITIES

Directly
manages all team leads in the Contact Center as well as indirectly manages all
Customer Service Representatives and clerks in the Customer Contact
Center. Carries out management
responsibilities in accordance with the organization's policies and applicable
laws. Responsibilities include interviewing, hiring, and training employees;
planning, assigning, and directing work; appraising performance; rewarding and
disciplining employees; addressing complaints and resolving problems.

QUALIFICATIONS

To
perform this job successfully, an individual must be able to perform each
essential duty satisfactorily. Should have prior insurance background.

EDUCATION
and/or EXPERIENCE

Associate's
degree (A. A.) or equivalent from two-year college or technical school; or two
year minimum related experience and/or training; or equivalent combination of
education and experience.

LANGUAGE
SKILLS

Ability
to read and interpret documents such as safety rules, operating and maintenance
instructions, and procedure manuals.
Ability to write routine reports and correspondence. Ability to speak effectively before groups of
customers or employees of organization.

COMPETENCIES

Customer
Service, Adaptability/Flexibility, Work Standards, Managing People,
Integrity/Honesty, Coaching/Mentoring

MATHEMATICAL
SKILLS

Ability
to add, subtract, multiply, and divide in all units of measure, using whole
numbers, common fractions, and decimals.
Ability to compute rate, ratio, and percent and to draw and interpret
bar graphs.

REASONING
ABILITY

Ability
to solve practical problems and deal with a variety of concrete variables in
situations where only limited standardization exists. Ability to interpret a
variety of instructions furnished in written, oral, diagram, or schedule form.

PHYSICAL
DEMANDS

The
physical demands described here are representative of those that must be met by
an employee to successfully perform the essential functions of this job.
Reasonable accommodations may be made to enable individuals with disabilities
to perform the essential functions.

While
performing the duties of this job, the employee is regularly required to talk
or hear. The employee frequently is
required to stand and walk. The employee
is occasionally required to sit.
Specific vision abilities required by this job include close vision.

WORK
ENVIRONMENT

The
work environment characteristics described here are representative of those an
employee encounters while performing the essential functions of this job.
Reasonable accommodations may be made to enable individuals with disabilities
to perform the essential functions.

The
noise level in the work environment is usually moderate.