Call Center Supervisor Deputy Manager of Operations

Role:

Call Center Supervisor – Deputy Manager of
Operations

Grade:

Role
Description

Role
Overview
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.
General
Responsibilities / Accountabilities
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
(Education/Experience/Certification)
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.

Competencies

Proficiency
Level

Core
Behaviors

Living
Capgemini Values, Diversity, Life Balancing, Professional Integrity, Client
Value & Service Excellence, Collaboration, Flexibility, Initiative,
Resilience, Continuous Learning & Self Development

Meets Expectations

Professional
Competencies

Foundation
Skills:Time/Task
Management, Attention to detail, Conflict Management, Decision Making &
Judgment, Communicating, Presentation, Influencing

2 - Experienced

Service
& Delivery:Planning
& Organizing, Managing & Controlling, Requirements Assessment,
Analytical Problem Solving, Solution Design, Project Closure, Documentation

2 - Experienced

People
Leadership:Staff
Acquisition, Leadership Conduct, Managing Others, Developing Others

2 - Experienced

Client
Acquisition & Development:Managing Relationships, Executive
Interaction, Client Organizational Awareness, Generating & Transforming
Opportunities

2 - Experienced

Innovation
& Capability Growth:Awareness of External Environment, Innovation, Capgemini
Business Acumen, Knowledge Sharing / Leveraging Knowledge, Reuse,
Facilitation

2 - Experienced

Business
Leadership:Business
Planning & Execution, Global Perspective,Visionary leadership

2- Experienced

Technology
Awareness and Leveraging:Technology Awareness, Technology Leverage

3- Proficient

Role Specific Competencies

BPO
Technology

3- Proficient

Commercial
Control

2- Experienced

BPO
Process

2- Experienced

Analytics

2- Experienced

Proficiency levels

1 -
Master (role model)
·Demonstrated
consistent excellence in applying
this competency
·Recognized
thought leader on this competency
2 -
Experienced (extensive practical application
and experience)
·Demonstrated
consistent achievement in applying
this competency
·Is
routinely sought out to coach others in the application of this competency
3 -
Proficient (practical application and experience)
·Have
applied this competency independently in
many situations
·Capable
of coaching others in the application of
this competency

4 -
Progressing (limited practical application
and experience)
·Applied
this competency but still require guidance to perform successfully
5 -
Baseline (theoretical knowledge)
·Newly
developing this competency and have completed formal training or on-the-job
training
·Have
limited or no applied experience in this competency and require a high level
of guidance to perform successfully
N/A -
Not Applicable
·The
competency is not applicable to the grade/role