Marsh & McLennan Call Center Operations Manager in Norwood, Massachusetts

The Call Center Operations Manager will lead and direct team of customer service representatives to ensure that Mercer provide the highest level of service to our clients. This includes:

Oversee and supervise a small team of customer service representatives and respond in a timely manner to phone and e-mail inquiries from consultants and clients to resolve customer issues.

Conduct extensive research by reviewing all available internal resources and external client knowledge to answers inquiries and resolves problems.

Help leadership to develop and implement customer service strategies for clients through high quality and efficient responses.

Provides guidance to junior customer service representatives on how to respond to client inquiries by sharing extensive knowledge and experience and suggesting responses to resolution of client issues.

Monitor e-mail deliverability on all e-mails and tracks usage to identify opportunities for product and service improvements.

Suggest customer service process improvements to management for consideration. QualificationsCollege Degree required 2-5 years Call Center Management experience Proven leadership experience required, with a focus on goal setting and coaching  Strong interpersonal skills with the demonstrated ability to gain the confidence, respect and trust of senior executives, clients and staff   Demonstrated ability to function effectively as a team-oriented leader, able to work independently but also lead cross-functionally.  Proven ability to exercise sound judgment and strong problem solving skills.  Effective written and verbal communication skills, including the ability to communicate internally as well as externally with remote locations, external partners and clients, and vendors.  Must demonstrate strong active listening and follow-up skills, planning, prioritizing, organization, analytical and customer/employee relations skills in the performance of all essential job functions.  R033280-en R033280