Operations Supervisor, Contact Center - Individual Markets

The Guardian Life Insurance Company of America

Company Type
Industry
Workhours

Description

What It’s Like to Work for Guardian:


As one our Individual Markets’ Supervisors, you will be at the heart of managing Contact Center day to day operations.  We believe that everyone is a leader at Guardian!  If you thrive while coaching team members that are dynamic, highly accountable, and motivated and you have proven success in leading a team which contributes to company success…. we want you to join our multi award-winning management team.  You will have the opportunity to be creative, innovative and champion ideas that impact both individual and team results. At Guardian, we respect work life balance and offer the opportunity for mobility and working remotely.

 
Guardian Management Team Members:

  • Uphold Guardian’s Core Values – We Do the Right Thing, People Count, and We Hold Ourselves to Very High Standards
  • Coach associates to deliver superior service to our customers and end-users while conducting business with a professional, positive attitude
  • Uphold Guardian’s commitment to ethical business practices
  • Demonstrate intellectual curiosity, take calculated risks, and exercise innovation
  • Embrace diversity and inclusion
  • Strive to achieve superior results through high performance and execution excellence
  • Lead by example – take the opportunity to make a difference and contribute to overall organizational success and require of your team

Job Requirements:

  • Coach and mentor associates to maintain service standards and assist with meeting developmental goals
  • Communicate and monitor adherence to performance and quality standards, addressing performance issues to ensure team alignment
  • Lead day-to-day business operations, serving as primary point of contact for employees and customer escalations
  • Workforce Planning - Manage workforce planning and staffing models, resource planning, and overtime considerations through proactive forecasting and monitoring of the daily call queue to continually improve service delivery and the customer experience.  (May include shifting breaks and lunches as needed)
  • Monitor and adjust department processes to ensure adherence to regulatory requirements, corporate policy, and industry standards
  • Workforce Planning - Manage workforce planning and staffing models, resource planning, and overtime considerations through proactive forecasting and monitoring of the daily call queue to continually improve service delivery and the customer experience.  (May include shifting breaks and lunches as needed)
  • Process Improvements - proactive identification and implementation of process improvements to drive operational efficiencies and to improve the overall customer experience
  • Talent Acquisition – Responsible for the interview and selection process of highly qualified team members
  • Manage annual goal setting and performance review process 
  • Monitor and react to customer experience feedback, implementing business improvements to drive service excellence in partnership with team manager
  • Be a Change Champion - assist with the development and socialization of strategic direction, including department priorities and goals
  • Support organizational change and drive employee engagement
  • Serve as a key member of multiple cross functional projects and strategic initiatives
  • Participate in annual budget planning exercise; monitor monthly expenses to seek cost reduction opportunities and react to un-forecasted variances

Qualifications

Qualifications:
  • BA/BS degree preferred
  • Background in Life Insurance and Disability Products
  • Leadership Experience in a high touch customer service environment preferred
  • Experience with process evaluation, Six Sigma and/or SAFe experience welcomed
  • Excellent verbal and written communication skills and ability to craft internal and field facing memos and documentation
  • Ability to assist associates in diffusing difficult situations or conversations
  • Ability to manage multiple business processes or functions
  • Superior organizational skills and attention to detail across a variety of tasks
  • Demonstrate ownership, accountability and follow through when reviewing workflows, exceptions and anomalies
  • High level of accountability, discretion and independent decision making 
  • Proficient in Outlook, Microsoft Word and creating Excel spreadsheets and PowerPoint presentations preferred
Position Location:
  • Bethlehem, PA 
Guardian Benefits:
Guardian offers superior benefits including:  a defined benefit pension plan, 401K match, medical, dental, vision, life insurance, disability insurance, tuition reimbursement, and up to 14 vacation days and 7 paid sick days upon joining our team. We are committed to your success and development, and rewards are aligned to your individual and team performance.

The Guardian Life Insurance Company of America® (Guardian), currently ranked #239 on the Fortune 500, is one of the largest mutual life insurers. As of December 31, 2017, Guardian reports $1.6 billion in operating income, $8 billion in capital, and $71.5 billion in assets under management. 


Guardian consistently scores high marks for financial strength from all four major credit rating agencies and enjoys a strong competitive position in its major businesses: life insurance, disability income insurance, annuities, investments, dental and vision insurance and employee benefits. 

As a mutual company founded 157 years ago, Guardian is owned by its policyholders. The company has paid dividends to policyholders every year since 1868 and the Company’s 8,800 employees and 2,750 financial representatives are aligned with its mission to help individuals, families, and small businesses achieve financial security and protection. 

Guardian states its aspiration in the following way: “To be the trusted mutual partner, delivering financial security how, when, and where our clients prefer.”

Guardian is an equal opportunity employer. All qualified applicants will be considered for employment without regard to age, race, color, creed, religion, sex, affectional or sexual orientation, national origin, ancestry, marital status, disability, military or veteran status, or any other classification protected by applicable law.

Primary Location

United States-Pennsylvania-Bethlehem

Job

Customer Service/Client Support

Schedule

Full-time

Shift

Day Job

Job Type

Standard

Travel

Yes, 10 % of the Time

Job Posting

Jul 10, 2018, 3:21:52 PM

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