Assistant Call Center Department Manager

Location
Hanover, Maryland
Posted
Apr 10, 2017
Closes
May 15, 2017
Industry
Nonprofit
Hours
Full Time

POSITION SUMMARY
This position oversees and manages the day-to day activities of the Call Center Department of the International Painters and Allied Trades Industry Pension and Annuity Plans (United States and Canada).  This position provides guidance, oversight, and assistance to the staff that provides call center services to Plan participants and other benefit recipients of the US and Canadian Plans. The assistant manager ensures that the Call Center Department staff provides consistent and accurate communications to members, relatives, and others. The assistant manager must be hands-on, detail oriented team player who can ensure that deadlines are met.

PRIMARY DUTIES & RESPONSIBILITIES

  • Manages and supervises the call center who service the front line calls for participants’ questions, concerns and requests.
  • Directs activities for the achievement of call center targets and goals.
  • Monitors team performance to ensure call center goals are met and supports call center quality and training efforts.
  • Responds to requests for explanation of benefits.
  • Provides overall prioritization of work assignments and management of the Call Center Department staff and their activities.
  • Establishes procedures for Call Center Department operations.
  • Establishes performance targets for the department and individual staff.
  • Produces monthly reports and statistics to upper management.
  • Supervises staff members and manages administrative tasks such as approving leave and overtime, conducting performance reviews, providing timely and constructive feedback, training, and monitoring work production.
  • Maintains professional and technical knowledge by attending educational workshops, reviewing professional publications, establishing personal networks, and benchmarking.
  • Contributes to overall Fund office team effort by accomplishing related results as needed.
  • Completes special projects as requested.
  • Serves as point of contact for escalated calls.
  • Other duties as assigned.

KNOWLEDGE, SKILLS, & ABILITIES

  • Knowledge of best practices and how to improve operations of retirement plan administration workflows and work processes.
  • Strong interpersonal and communication skills and the ability to work effectively with active, retired, and terminated members.
  • Demonstrate good judgement and skill in decision making as it relates to work planning, utilization of employees, and implementation of administrative procedures and processes.
  • Ability to develop, plan, and implement short and long range goals.
  • Ability to thrive in changing environment and deal with ambiguity.
  • Ability to work on several projects simultaneously, under tight deadlines.
  • Displays a professional demeanor.
  • Proficient in computer applications (Microsoft Office, PowerPoint, internet navigation, e-mail).
  • Ability to make decisions and operate independently with respect to complex issues and business requirements with a high degree of exposure.
  • Possess strong analytical skills including a thorough understanding of how to interpret rules and regulations of the Plans and ERISA in order to translate them into application and operational requirements.
  • Excellent verbal and written communication skills and the ability to interact professionally with a diverse group, executives, managers, service providers, and subject matter experts.
  • Ability to work efficiently in a high demand, team oriented, and fast-paced environment.
  • Ability to multitask and work on multiple complex tasks that come together under one deadline.
  • Ability to express ideas in a clear and concise manner.

BEHAVIORAL COMPETENCIES

  • Punctuality and good attendance required.
  • Professional appearance and demeanor required.
  • Foster teamwork and display a positive attitude.
  • Respectful of others in the workplace.
  • Solid problem solving skills and excellent management skills.
  • Exhibit productive mannerisms.
  • Maintain participant/customer confidentiality.
  • Excellent interpersonal skills.

QUALIFICATIONS

  • Bachelor’s degree in Business Administration, Management, or any related field from an accredited institution and/or equivalent work experience including two (2) to four (4) years of administrative/office/call center experience.
  • Significant prior supervisory experience in the same or a related field is required.
  • Prior call center management or related experience desired.
  • Proficiency in general computer use, use of Word, Excel and PowerPoint applications.
  • Strong communication and attention to detail skills.
  • Sound grammatical skills
  • Knowledge of employee benefits industry.

WORKING CONDITIONS

  • Normal office environment
  • Forty (40) hours constitutes the regular work week. The work day consists of eight (8) hours with a half an hour (1/2) or one (1) hour unpaid lunch break. The office is open Monday through Friday from 7:00 a.m. to 5:00 p.m. Additional hours as necessary to fulfill required deadlines and the office mission.
  • Business professional dress code.

NOTE: This job description indicates the general nature and level of work being performed by the employee in this position. It is not intended to be an exhaustive list of all tasks, duties, and qualifications of the employee assigned to this position. The employee may perform other related duties outside of their normal responsibilities from time to time to meet the ongoing needs of the organization.