Description

Job description Serve as a resource and provide support by answering questions and monitoring workflow to team members related to inbound calls.

In addition, the position is responsible for the coordination of queue management to ensure turnaround times are met while achieving superior operational performance and process excellence. Preferred skills

• Monitor and oversee customer service department queue management to ensure compliance with enterprise wide client contract SLAs.
• May monitor and evaluate CSR calls utilizing monitoring system to ensure that service is being delivered based on established guidelines.
• May train and mentor team members and identify development needs, working with Supervisor to coordinate additional training as needed.
• May serve as a back-up to the CS Training Specialist, leading or supporting Specialist during new hire and follow-up training.
• Provide feedback on CSR performance to Supervisor.

Qualifications

• Associates degree and / or 4-5 years of experience in customer service.
• Knowledge of general computer software. (Excel and MS Word).
• Excellent interpersonal, written and verbal communication skills.
• Proven ability to work well individually and with a team.
• Ability to prioritize and organize multiple tasks.
• Ability to remain organized with multiple interruptions.
• Attention to detail, accuracy and organization skills is essential.
• Demonstrates self-motivation by taking initiative to learn more and take on more challenges.
• Cooperative, professional and effective interaction skills with co-workers, company staff and visitors.

Responsibilities

• One year of people leadership experience.
• Ability to communicate in an active office environment.
• Ability to communicate via telephone.
• Ability to sit for 75% of an 8 hour work day.

Our Affirmative Action Program affirms our commitment to make reasonable accommodation to the known physical or mental limitation of otherwise-qualified individuals with disabilities or special disabled veterans, unless the accommodation would impose an undue hardship on the operation of our business.

Please email to request an accommodation.At Sun Life we strive to create a flexible work environment where our employees are empowered to do their best work.

Several flexible work options are available and can be discussed throughout the selection process depending on the role requirements and individual needs.

For applicants residing in California, please read our employee California Privacy Policy and Notice.

Job Category : Centre d'appels

Centre d'appels

Posting End Date :

23 / 05 / 2024All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran

Last updated : 2024-03-25