Customer Service Center Manager (Night Shift)

The Role

• Collaborate with U.S. based Service Center Manager to support ongoing client relationship, requirements and resolve escalated client issues as needed
• Work with U.S. based Service Center Manager to provide reporting and trend information to clients, make recommendations to clients to improve service and efficiencies
• Consult internally with other WTW colleagues in order to develop domain knowledge for benefits technologies to consult with clients and translate the requirements into call center system functionality.
• Provide direct management to team members.  Train, mentor and develop staff in the Service Center.
  • Perform ongoing feedback, reviews and participate in other people management activities
  • Assist associates with career development
  • Foster teamwork, positive morale, open communication and “make this a great place to work”.
• Drive consistent team methodology, process and deliverables. 
  • Ensure that standardized work processes, tools, and methodologies are being used to improve quality and profitability
  • Implement standardized work processes, tools, and methodologies within the group to improve quality and profitability
• Balance workload and maximize utilization for the group.
• Resolve team/resource issues or elevate to service center leadership as needed.

The Requirement

• Bachelor’s degree (preferred)
• Strong customer services focus (minimum 4 years’ experience in Customer Service setting).
• Working knowledge of health & welfare and/or defined benefit pension plans
• At least 2 years’ experience with people management
• Strong interpersonal skills particularly in resolving group management issues.
• Demonstrate strong written and verbal communication, time management, and project organization skills
• Strong proficiency in the use of desktop and web-based computer applications including Microsoft Office (particularly Word and Excel), Database and Software programs, Internet Navigation and Call Center systems; the ability to use several at the same time
• Ability and desire to promote professional development of staff
• Ability to motivate group members to initiate process improvements
• Ability to learn new technologies and solve problems in a complex environment 
• Be available for extended work hours as needed
• Demonstrate client service focus and flexibility in supporting client requests
• Demonstrate commitment to quality and continuous improvement
• Demonstrate a desire to learn and accept new challenges

WTW is an equal opportunity employer