Supervisor Customer Service - Québec, Canada - Manulife

Manulife

Verified Company

Québec, Canada

3 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

_Are you looking for a supportive, collaborative workplace with great teams and inspiring leaders? You've come to the right place. We're looking for ambitious people who share our values and want to make every day better for people around the world. If this sounds like you, and the career below sounds exciting, we'd like to hear from you. _

Working Arrangement
Hybrid

Putting the customer at the centre of what we do, the
Group Benefits Contact Centre Supervisor is accountable for leading and developing a high performing, engaged, customer centric team by providing direction, coaching, mentoring and development to all individuals on their team.

You will be accountable for the day-to-day operations including schedule adherence, monitoring of service levels and achievement of department service standards through coaching, mentoring and performance management of their team.

You are expected to create and maintain strong internal and external customer relationships to meet/exceed our service level commitments and look for opportunities to improve on how we service our customers.

A key component of the
Supervisor role is the ability to effectively recognize and reward staff, within a culture of recognition to drive employee engagement.

Individuals who are successful in this role are engaged, responsive, collaborative, and passionate about customers and their employees.

Responsibilities include:

Ensures the team provides prompt and accurate responses on Group Benefits products and services in a clear and professional manner,
Ensures staff have the necessary training and available departmental tools and resources to be successful in their roles
Responsible for the management of daytoday operations of the department, including effective task delegation/load balancing, as required
Plans, motivates and leads team to meet service targets through achieving key performance metrics (eg. quality scores, AHT, schedule adherence, vacation management, absenteeism management, etc.)
Develops and maintains collaborative relationships with business partners

Qualifications:

Demonstrated leadership skills in coaching, motivation, team building and mentoring preferred
Effective verbal and written communication skills
Solid understanding of department scheduling, volume management, individual/team performance measures and Customer Service metrics
Strong analytical, research, problem solving, decisionmaking and conflict resolution skills
Customer centric vision, with a solid understanding of the different needs of our customers,
Strong interpersonal skills with proven ability to influence and negotiate with direct reports to ensure that service levels and customer inquiries are handled in a timely manner.
Demonstrated professionalism and judgment.
Excellent organization and prioritization skills, as well as time management skills to be able to multitask in a high volume, rapidly changing work environment.
Solid overall understanding of Operations, including understanding processing workflows, policies etc.
Ability to maintain confidentiality pertaining to staff performance and client call monitoring
Technical experience in the Group Benefits business unit would be helpful
Ability to deal with conflict and client issues
Bilingual

About John Hancock and Manulife
**Manulife is an Equal Opportunity Employer