Call Center Supervisor Jobs

Description
The Call Center Supervisor is responsible for the quality and performance of Call Center Representatives. The Supervisor monitors and evaluates performance, conducts monthly review meetings, provides regular feedback, coaches/trains employees to improve their performance, takes corrective action when necessary, and documents employee performance records as required. The Supervisor assists in the resolution of escalated issues and oversees that issues are resolved to completion. The Supervisor coordinates activities and project teams to develop and improve processes and procedures.
Who We Are
Independent for 75 years, Milliman delivers market-leading services and solutions to clients worldwide. Today, we are helping companies take on some of the world’s most critical and complex issues, including retirement funding and healthcare financing, risk management and regulatory compliance, data analytics and business transformation.
Through a team of professionals ranging from actuaries to clinicians, technology specialists to plan administrators, we offer unparalleled expertise in employee benefits, investment consulting, healthcare, life insurance and financial services, and property and casualty insurance.
What You Will Do

• Must be able to work varying schedules and shifts routinely
• Assist in identifying system enhancements and test new functionality
• Recommend and implement process improvements
• Design, implement, and support recognition programs for Call Center employees
• Maintain employee and department records
• Conduct performance reviews at least monthly or more frequently when necessary
• Supervise the performance and service delivery of Call Center Representatives
• Act as a resource for team members and across all teams
• Make recommendations for scheduling employees and ensure staffing needs are met
• Provide coaching, instruction, and feedback for improvement
• Utilize operational performance reports to make supervisory decisions
• Backup team members during their absences
• Facilitate investigations of participant and client complaints and follow through to resolution
• Understand and manage employee performance to department metrics, taking corrective action as needed

Who We Are Looking For
Required Experience and Skills

• Be able to create and maintain excel spreadsheets and write professional business letters
• Strong working knowledge of proprietary, internal recordkeeping and workflow systems for the administration of pension plans and participant contacts
• Strong interpersonal skills with the ability to communicate professionally with employees, participants and clients at all levels
• Prior experience supervising employees in a call center
• Prior experience evaluating calls, email and chats and providing feedback to employees

Preferred Qualifications

• Bachelor’s degree preferred
• Have or be willing to obtain ASPPA or other industry related certifications

Personal Qualifications

• Excellent organization and time management skills.
• Excellent problem-solving skills.
• Proficiency in the use of computers and other general office equipment.
• Strong communication skills (both written and verbal).
• Works well within a team environment and takes ownership of personal work product.
• Proficiency in Microsoft Office Suite.
• Attention to detail.
• Able to productively respond to change.

Location
Candidates hired into this role will be required to work in-person in the Milliman office in Dallas, TX on a weekly basis, but flexible work arrangements will be considered.
Compensation
The salary range for this role depends on a combination of factors, including, but not limited to, education, relevant work experience, qualifications, skills, certifications, location, etc.
Benefits
At Milliman, we focus on creating an environment that recognizes – and meets – the personal and professional needs of the individual and their family. We offer competitive benefits which include the following based on plan eligibility:

• Medical, dental and vision coverage for employees and their dependents, including domestic partners
• Family building benefits, including adoption and fertility assistance and paid parental leave up to 12 weeks for employees who have worked for Milliman for at least 12 months and have worked at least 1,250 hours in the preceding 12-month period
• Flexible spending accounts allow employees to set aside pre-tax dollars to pay for dependent care, transportation, and applicable medical needs
• A minimum of 8 paid holidays
• Paid Time Off (PTO) starts accruing on the first day of work and can be used for any reason; full-time employees will accrue 15 days of PTO per year, and employees working less than a full-time schedule will accrue PTO at a prorated amount based on hours worked
• Milliman covers 100% of the premiums for life insurance, AD&D, and both short-term and long-term disability coverage
• Employee Assistance Program (EAP)
• A discretionary bonus program
• A 401(k) plan with matching program, and profit sharing contribution

All 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.