HR BPO Bilingual (Spanish) Customer Service Team Manager 024726 Full-time
North Carolina-Charlotte
Customer Service
Application link (Please apply directly online):
http://bit.ly/hBgp7P
Description
Aon Hewitt is the global leader in human capital consulting and outsourcing solutions. The company partners with organizations to solve their most complex benefits, talent and related financial challenges, and improve business performance. Aon Hewitt designs, implements, communicates and administers a wide range of human capital, retirement, investment management, health care, compensation and talent management strategies. With more than 29,000 professionals in 90 countries, Aon Hewitt makes the world a better place to work for clients and their employees. For more information on Aon Hewitt, please visit www.aonhewitt.com.
The HR BPO Customer Service Team Manager (CSTM) is responsible for front line customer service delivery for one to multiple client teams. The CS Team Manager acts as a role model for the values of the firm and customer service best practices. The CSTM is a people manager for Customer Service Associates (CSAs)/HR Specialists (HRS) and responsible for the day to day management of associates and the customer calls into the Service Center.
Responsibility Areas:
Partners with the CS Client Manager to improve quality of the CS team, with a focus on quality and individual associate development
Administers on CS/HR Policies and evaluates performance management of CSAs/HRSs
Manage compensation/pay for aligned CSAs/HRSs based on firmwide budgets and guidance
Executes monthly call evaluation for all associates in unit for IR and A&R purposes.
Executes side by side and impromptu coaching of associates in unit (including silent monitoring)
Identifies process improvements/enhancements to desktop tools and client provisions/processes and shares these with CS Client Specialists and the CS Client Manager
Drives individual metrics of associates on team (handle times/schedule adherence, etc.)
Executes the coaching and development of CSAs and HRSs
Supports CSAs/HRSs on calls with Program, Policy and Procedure Knowledge and tool expertise with special focus on customer escalation avoidance.
Most of the CS Team Managers time is spent on the floor with CSAs/HRSs
Qualifications
Qualifications:
Formal Education & Certification
High school diploma, required
Bachelor's degree, or equivalent work experience required
Knowledge & Experience
Call center operations experience
People Management experience
Customer Service Desktop tools
Specific domain and plan-specific knowledge
Proficiency in CS tools usage (Navigator, Callflows/guides, knowledge base)
Proficiency is CS Quality Coaching
Systems, Internet and Telephony Environment
Customer Service Principles
Regulatory and legislative knowledge
Deep problem solving skills
Technical Skills
Service center operations and ongoing delivery expertise
System capabilities and telecommunications functionality expertise
Regulatory and legislative knowledge (basic country, state, and province)
Effectively coaches others to achieve quality outcomes
Aon Hewitt Expectations
In addition to position qualifications, all employees of Aon Hewitt, Associates are expected to demonstrate the following competencies:
Domain/Technical Expertise
Client Focus
Personal Impact
Operational Excellence
Business Acumen
Work Conditions
Occasional evening and weekend work to meet deadlines.
Frequent computer use at workstation up to 2 hours at a time or for extended periods of time.
Mobility within the office including movement from floor to floor.
Access information using a computer and related components and peripherals.
Participation in training sessions, presentations, and meetings.
No travel required
All positions require an applicant who has accepted an offer to undergo a background check. The checks run are based on the nature of the position. Background checks may include some or all of the following: SSN/SIN validation, education verification, employment verification, criminal check, search against global sanctions and government watch lists, fingerprint verification, credit check, and/or drug test. By applying for a position with Aon Hewitt, you understand that you will be required to undergo a background check should you be made an offer. You also understand that the offer is contingent upon successful completion of the background check and results consistent with Aon Hewitt's employment policies. You will be notified during the hiring process which checks are required by the position.
Aon Hewitt is an Equal Opportunity Employer Committed to Diversity, M/F/D/V
