Job Description & How to Apply Below
Description and Requirements
Manage teams and ensure SLAs are met including demand and capacity management
Review/generate reports to monitor performance
Monitor transactions on an ongoing basis and take corrective steps where necessary or make
incremental improvements
Provide coaching and feedback to team members to enable them to improve their performance
Assist new hires such that they are productive on the floor in the shortest possible time frame
Handle customer, employee and internal partner escalations
Provide inputs on process and system to the team members
Client Interaction, where required at the level of supervisors including timely response to DCA
(Disability Customer Advocate) inquiries
Ensure compliance with internal policies and procedures, external regulations and information
security standards
Firm understanding of the FML policies and procedures and can articulate processes in customer
interactions
Ensure that all agents in their process know their goals and how they are linked to the
Organization's quality policy
Motivate team members, anticipate staffing needs, acquire talent for the future, develops talent
(Identify High potential resources) and manage attrition
Provide coaching and feedback to team members to enable them to improve their performance to
raise individual and organizational capabilities
Effectively manage research/resolution/follow-ups for closure of open items
Build relationship with Onshore Management to ensure a 'one-team approach'.
About Met Life
Recognized on Fortune magazine's list of the 'World's Most Admired Companies' and Fortune World's 25 Best Workplaces™, Met Life, through its subsidiaries and affiliates, is one of the world's leading financial services companies; providing insurance, annuities, employee benefits and asset management to individual and institutional customers. With operations in more than 40 markets, we hold leading positions in the United States, Latin America, Asia, Europe, and the Middle East.
Our purpose is simple - to help our colleagues, customers, communities, and the world at large create a more confident future. United by purpose and guided by our core values - Win Together, Do the Right Thing, Deliver Impact Over Activity, and Think Ahead - we're inspired to transform the next century in financial services. At Met Life, it's #All Together Possible . Join
us!
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