Client Service Center Supervisor (Hybrid)

This position is a hybrid position, with roughly two days in the Cleveland office and three days remote. This resource will report directly into our Client Service Center Manager.

Who We Are:

MetLife Legal Plans is the leading consumer legal service in the United States. Whether you are making a will after starting a family, negotiating the contract on your dream home, or just want the peace of mind of having our network of 17,500 attorneys on your side, we make it easy and affordable to get quality legal help.

We are trusted by nearly 5 million families and more than 200 Fortune 500 companies who provide our service as an employee benefit.

It is an exciting time to join our team. We are growing quickly and have a bold vision for our future as we evolve our company to dream bigger, move faster, and use creativity and technology to build products people love.

MLP's Success Principles:

• We change and innovate for sustained performance
• We collaborate and empower each other to succeed
• We deliver for our customers

A day in the life of our Client Service Center Supervisor at MetLife Legal Plans:

The Client Service Center Supervisor will focus on coaching client service representatives on developing call and/or chat management skills and overall productivity. You will contribute to achieving departmental performance goals, increasing NPS, CSAT, and delivering on our mission of creating the world’s best legal service for working families.

Responsibilities:

• Build a culture of inspiration within the CSC for offering remarkable customer experiences for legal plan members and potential members

• Supervise a team of 8-15 CSRs for optimal call and/or chat management and overall productivity
• Accountable for daily contact center operations to ensure departmental service level goals are met
• Conduct call and/or chat monitoring and coaching feedback sessions to develop CSRs ability to deliver remarkable experiences, while presenting all product options to customers
• Develop CSRs knowledge, skills, and abilities for advancement to next level
• Coach CSRs on call and/or chat efficiency and productivity
• Manage ongoing departmental workload to support first contact resolution and efficient follow up on open member enrollment and various inquiries
• Handle difficult issues and escalated complaints from customers and provide appropriate resolutions
• Handle disciplinary situations appropriately and in a timely manner to ensure adherence to department and company policies, procedures, practices with accordance of the CWA Union Contract.
• Take customer calls as needed to achieve service level goals
• Supporting all initiatives tied to system rollouts, upgrades, process changes, and training as needed
• Other duties as required or assigned

Ideal Qualifications:

• 5+ years' experience leading a team in a Customer Service-related field
• Successfully demonstrated ability of leading a team, managing performance, influence, and drive focus to effectively develop team members to achieve goals
• Demonstrated success as a values-based leader who can build and maintain a culture of empowerment, development, ownership, and accountability
• High level of confidentiality to handle sensitive/confidential situations and documentation

• Strong work ethic with the ability to self-start, prioritize, and multi-task a high-volume workload

• High energy player who has the ability to analyze and solve problems, perform complex tasks, and prioritize independently while supporting the company’s strategic plan
• Bachelor’s degree from an accredited university

What Will Make You Special:

• 8 years+ management experience over a Customer Service Department
• Proven track record of strong leadership
• Prior call center work experience using cloud-based systems such as Calabrio, Cisco, Zendesk, i5, and Outlook
• Experience supervising chat contacts and service representatives handling chat

Position Type and Expected Hours of Work:
This is a full-time position. Days and hours of work are typically Monday through Friday, between 8:00 a.m. to 8:00 p.m. EST, though person may occasionally be required to work at different times or days based on business need.

Candidates need to be flexible with their work hours as they would range from 8am – 8pm EST. The CSC Supervisors rotate working the 11am – 8pm shift on a monthly basis resulting in each person working the late shift 2-3 times throughout the year. The shift we need to hire would be working 9:30 a.m.-6:30 p.m. for 9- 10 months out of the year and 11:00-8pm the other 2-3 months. While working the 11am – 8pm shift, the candidate must come to the office 5 days a week, but they can work the first half of the day at home and the last 4 hours in office.

Travel:

This position may require up to 10% travel.

MLP is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, pregnancy, disability, age, veteran status, or other characteristics.

MLP is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

MLP is committed to building a purpose-driven and inclusive culture that energizes our people. Our employees work every day to help build a more confident future for people around the world.

MLP is a proud Equal Employment Opportunity and Affirmative Action employer dedicated to attracting, retaining, and developing a diverse and inclusive workforce. All qualified applicants will receive consideration for employment at MLP without regards to race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, age, disability, national origin, marital or domestic/civil partnership status, genetic information, citizenship status, uniformed service member or veteran status, or any other characteristic protected by law.

MLP maintains a drug-free workplace.