Client Service Center Supervisor

Overview

Met Life Legal Plans is the country's largest provider of legal voluntary benefits. We have more than 40 years of experience in employee legal services and are committed to providing excellent care to our plan members, sponsors and 18,000+ attorneys.

We are trusted by nearly 7 million families and more than 200 Fortune 500 companies who offer our service as an employee benefit.

It’s an exciting time to join our team. We are growing quickly and have a bold vision for our future as we evolve our company to dream bigger, move faster, and use creativity and technology to build products people love.

MLP's Core 4:

• Put customers first
• Be the Best
• Make things easier
• Succeed together

The Client Service Center Supervisor will focus on coaching client service representatives on developing call and/or chat management skills and overall productivity. You will contribute to achieving departmental performance goals, increasing NPS, CSAT, and delivering on our mission of creating the world’s best legal service for working families.

• Build a culture of inspiration within the CSC for offering remarkable customer experiences for legal plan members and potential members
• Supervise a team of 8-15 CSRs for optimal call and/or chat management and overall productivity
• Accountable for daily contact center operations to ensure departmental service level goals are met
• Conduct call and/or chat monitoring and coaching feedback sessions to develop CSRs ability to deliver remarkable experiences, while presenting all product options to customers
• Develop CSRs knowledge, skills, and abilities for advancement to next level
• Coach CSRs on call and/or chat efficiency and productivity
• Manage ongoing departmental workload to support first contact resolution and efficient follow up on open member enrollment and various inquiries
• Handle difficult issues and escalated complaints from customers and provide appropriate resolutions
• Handle disciplinary situations appropriately and in a timely manner to ensure adherence to department and company policies, procedures, practices with accordance of the CWA Union Contract
• Take customer calls as needed to achieve service level goals
• Supporting all initiatives tied to system rollouts, upgrades, process changes, and training as needed
• Other duties as required or assigned

• 5 years+ experience leading in a Customer Service-related field
• Successfully demonstrated ability of leading a team, managing performance, influence, and drive focus to effectively develop team members to achieve goals
• Demonstrated success as a values-based leader who can build and maintain a culture of empowerment, development, ownership, and accountability
• High level of confidentiality to handle sensitive/confidential situations and documentation
• Strong work ethic with the ability to self-start, prioritize, and multi-task a high-volume workload
• High energy player who has the ability to analyze and solve problems, perform complex tasks, and prioritize independently while supporting the company’s strategic plan
• Bachelor’s degree from an accredited university

• 8 years+ management experience over a Customer Service Department
• Proven track record of strong leadership with MLP and solid understanding of MLP product and systems
• Prior call center work experience using cloud-based systems such as Calabrio, Cisco, Zendesk, i5, and Outlook

This is a full-time position. Days and hours of work are typically Monday through Friday, between 8:00 a.m. to 8:00 p.m. EST, though person may occasionally be required to work at different times or days based on business need.

Travel: This position requires up to 10% travel.

Note: This job description in no way states or implies that these are the only duties to be performed by the associate in this position. Associates will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are subject to possible modification to reasonably accommodate individuals with disabilities.

To perform this job successfully, the incumbent will possess the skills, aptitude, and ability to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an “at-will” relationship.