Customer Service/Call Center Manager

The Customer Service Manager reports to the Vice President of the MWG-Administrators TPA Division.

The position is an exempt, salaried role and located at a MWG Call Center in Miami FL.

GENERAL JOB DUTIES AND RESPONSIBILITIES:

The Customer Service Manager coordinates and oversees the activities of the Customer Service Specialists and the department. The manager is responsible for a complete understanding, application, enforcement and recommends changes to the policies and procedures of the department. To perform the job successfully, the employee must be able to perform each essential duty satisfactorily. The requirements listed here are representative of the knowledge, skill, and ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Plans, prepares, and devises work schedules, according to budgets and workloads.
• Reviews and approves time off requests.
• Evaluates employees through the HRIS system and makes recommendations for pay increases and/or promotions accordingly.
• Interprets and communicates work procedures and company policies to CS Specialists (CSS).
• Communicates goals to and observes and evaluates performance of CSS.
• Issues instructions and assigns duties to CSS.
• Manages and reports daily production by CSS and departments.
• Helps CSS in resolving problems and completing work.
• Identifies training needs that may have been uncovered during CSS observations.
• Resolves complaints and answers questions of customers regarding services and procedures.
• Reviews and recommends staffing and payroll budget and department procedural changes.
• Recommends hiring or discharging employees as needed, based on observations.
• Communicates with other departments and management to resolve problems and expedite work.

• Perform other duties as assigned by the Division VP.

EXPERIENCE AND EDUCATION REQUIREMENTS:

• High School Diploma or GED required; Associates or bachelor's degree is preferred.
• Minimum of two years' experience in call center or customer service area.
• Minimum of one-year experience in a supervisory or training position; 3-5 years of supervisory experience in customer service or other service industry preferred.
• Must have excellent computer skills and be knowledgeable in MS Outlook, Windows, Excel, and Word.

• Must be able to learn and be proficient with the software used in the TPA department.
• Must possess strong time management, organizational, problem solving, and customer service skills.
• Must be able to work well under pressure with multiple priorities and meet deadlines while maintaining attention to details.
• Miami Requirements include:
  • Bilingual (Spanish & English)

WORKING ENVIRONMENT:

• Must be able to perform in a very high paced environment while multi-tasking or handling interruptions.
• Must have the ability to work independently while practicing effective time management skills.
• Must be able to prioritize projects, work multiple projects simultaneously, and meet project deadlines in an organized manner.
• Must possess excellent problem-solving skills and have keen attention to details.
• Strong written and verbal communication, interpersonal, and relationship building skills are required.
• Must be able to handle stressful situations appropriately.
• Ability to maintain confidentiality and privacy in every aspect of the job.

JOB ESSENTIAL REQUIREMENTS:

The following are job functions that an employee must be capable of performing with or without reasonable accommodation.

• Must be able to read, write, and speak English; Spanish is a plus.
• Must be able to work as scheduled.
• Must possess sight and hearing senses or use prosthetics that will enable these senses to function adequately so that the requirements of the position as stated above can be fully met.
• Must be able to bend, stretch, reach, and sit or stand at a desk during 85% of the workday.
• Must be able to lift, stoop, and carry small equipment items and supplies, possibly weighing up to 20lbs.

REASONABLE ACCOMODATIONS:

Morgan White Group will reasonably accommodate qualified individuals with a disability so that they can perform the essential functions of a job, unless doing so causes a direct threat to these individuals or others in the workplace and the threat cannot be eliminated by reasonable accommodation or if the accommodation creates an undue hardship to Morgan White Group.

EQUAL OPPORTUNITY EMPLOYER:

MWG is an Equal Opportunity Employer, committed to the principles of the EEOC. All employment decisions are based upon each person's qualifications, abilities, and performance. Our company works to provide an environment where human dignity prevails and all employees and applicants for employment receive equal consideration and fair treatment, without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.