Buck Buck - Call Center Supervisor in Fort Wayne, Indiana
Call Center Supervisor - Outsourcing (Office position Fort Wayne, IN)
At Buck, we’re focused on helping our clients create a culture of wellbeing, centered around the evolution of each person’s health, wealth, and career. Our creative digital, consulting, and tech-enabled administration solutions are empowering the world’s most forward-thinking companies to embrace the new social contract, re-energize their workforces, and embrace an analytics-led talent marketplace in ways that improve how their people work and live.
Leveraging strong client relationships with key decision makers, our teams deliver exceptional results that confidently push the envelope with unexpected solutions to help our clients accomplish their objectives faster and keep them ahead of the curve. Not surprisingly, we embrace inventive thinkers who make original contributions to the team. We put people first — our people and our clients’ people, and our inclusive and welcoming culture celebrates diversity and individuality.
Explore your next career move with Buck today!
US DB and HW Pension Administration
Group Annuity and Special Call Center Projects
Functional Area Overview:
As a Call Center Supervisor, you will be part of a team responsible for the delivery of quality member contact service to the client. You will meet with excellent growth and development opportunities.
Supervisor(s) will support phone work, based on time of year and call volumes. There are times of vacation and absences that the Supervisor will need to be part of the queues.
Responsible for handling all call escalations and follow-up with the administration team until resolution complete.
Responsible for daily client Service Level Monitoring
Responsible for a team lunch/break scheduling, callback time scheduling
Monitor, train and/or coach CSR’s and address any conflicts/issues/deviation from company standards or productivity with professionalism
Responsible for performance management and annual reviews
Will be part of the RFP process, which can include responding to questions, providing call center effort and participating in the onsite meetings
Will be responsible to attending Client Call Calibrations based on client requirements
The point of contact during an outage that can occur in or after hours
Keep managers apprised of status of assignments, issues and suggest improvements to processes to managers
Proactively identify potential issues and recurring problems and provide management team with mitigation solutions
Monitor the security of client information according to Personal Information (PI) regulations.
Manage special projects, implementations or assignment as instructed by your manager
Provide continuous and proactive support for all team members
When on the phones:
Respond to inquiries from plan participants using plan specific information in a PC Windows environment
Assist plan participants with transactions and other aspects of plan participation (i.e. rollovers, withdrawals, loans and final distributions)
Document telephone call records where appropriate, addressing the content of plan participant
Establish cases for benefit administrators review of more complex participant questions or refer questions to appropriate team representative
Request plan materials be sent to participants
Maintain a current and robust knowledge tool for all clients
Responding in a timely and professional manner to client calls on an as needed basis
Accessing internal client databases effectively to provide accurate and appropriate information to members
Assisting plan participants in the use Internet based plan enrolment processes
Ensuring secure access of member/client information
Logging calls in the case management tracking systems
Coordinating appropriate follow-up with internal resources to resolve issues raised by clients
Ensuring that outstanding issues are resolved in a timely manner
Ensuring that resolved issues are “closed” in a timely manner
Studying and becoming familiar with new information as it becomes available
Occasionally participating in client demonstrations
Ensuring outbound calls are made based on client specifics
Other duties as required
Non-Technical Skills and Experience:
Excellent oral and written communication skills with an emphasis on articulation and grammar
Excellent customer service skills
Work experience in a service-oriented environment
Ability to interact with peers and plan participants
Organizational skills, with the ability to handle multiple tasks simultaneously
Ability to remain poised, patient, empathetic, tactful and composed while handling plan participants
Ability to work effectively in a team environment
Judgment and decision-making skills
Ability to lead, coach, train and discipline when appropriate and necessary.
- 3+ years of related work experience in insurance administration or customer service.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability or protected veteran status, or any other legally protected basis, in accordance with applicable law.
At Buck, we’re exclusively focused on helping our clients and their people succeed together. By this, we mean we’re partnering with some of the world's most forward-thinking companies to re-envision and re-design the way that employees work and live. And we’re doing this by finding the right combination of consulting, outsourcing, and technology solutions to help our clients realize the best organizational performance for their businesses while driving positive health, wealth, and career outcomes for their people.
Leader: Inspires teammates to follow them
Enthusiastic: Shows intense and eager enjoyment and interest
- Self-Starter: Inspired to perform without outside help
- High School or better