Physicians Mutual Insurance Company

Physicians Mutual is hiring for a full time Inbound Teleservices Supervisor who will lead by example to motivate, coach and encourage employees. What you get to do in this role:Coaches direct reports to improve performance and build customer relationshipsConducts interviews, hires and promotes employees Supervises, coaches, encourages, trains and monitors Teleservices Representatives taking Inbound and Outbound customer calls to create a positive environment and meet department and individual goalsWrites and delivers appraisals, initiates disciplinary actions and conducts disciplinary reviewsMonitors work and call volume trendsMaintain employee records, unit production standards and quality statisticsProvide input concerning completion of operation budget and summarize monthly Unit Activity.Coordinates communication on processes and procedures to representatives and other members of managementAssist customers who are making complex or unusual service requests

ABOUT THE JOB

Job Qualifications:High School diploma or equivalent is required1-3 years in a customer service/call center environment preferred2-3 years of supervisor experience preferredExcellent verbal/written and interpersonal skills in order to effectively communicate with internal and external customersGood vocabulary and ability to explain processes and procedures in a logical mannerStrong knowledge of Microsoft Suite: Word, Excel and OutlookStrong attention to detail and good decision-making skillsAbility to multitask and meet established deadlines

RESPONSIBILITIES

• Coaches direct reports to improve performance and build customer relationships
• Conducts interviews, hires and promotes employees
• Supervises, trains, and monitors Teleservices Representatives taking Inbound and Outbound customer calls
• Writes and delivers appraisals, initiates disciplinary actions and conducts disciplinary reviews
• Monitors work and call volume trends
• Maintain employee records, unit production standards and quality statistics
• Provide input concerning completion of operation budget and summarize monthly Unit Activity
• Coordinates communication on processes and procedures to representatives and other members of management
• Assist customers who are making complex or unusual service requests

QUALIFICATIONS

• High School diploma or equivalent is required
• 1-3 years in a customer service/call center environment preferred
• 2-3 years of supervisor experience preferred
• Excellent verbal/written and interpersonal skills
• Good vocabulary and ability to explain processes and procedures in a logical manner
• Strong knowledge of Microsoft Suite: Word, Excel and Outlook
• Strong attention to detail and good decision-making skills
• Ability to multitask and meet established deadlines

OTHER

n/a