The Role
- Collaborate with U.S. based Service Center Manager to support ongoing client relationship, requirements and resolve escalated client issues as needed
- Work with U.S. based Service Center Manager to provide reporting and trend information to clients, make recommendations to clients to improve service and efficiencies
- Consult internally with other WTW colleagues in order to develop domain knowledge for benefits technologies to consult with clients and translate the requirements into call center system functionality.
- Provide direct management to team members. Train, mentor and develop staff in the Service Center.
- Perform ongoing feedback, reviews and participate in other people management activities
- Assist associates with career development
- Foster teamwork, positive morale, open communication and “make this a great place to work”.
- Drive consistent team methodology, process and deliverables.
- Ensure that standardized work processes, tools, and methodologies are being used to improve quality and profitability
- Implement standardized work processes, tools, and methodologies within the group to improve quality and profitability
- Balance workload and maximize utilization for the group.
- Resolve team/resource issues or elevate to service center leadership as needed.
The Requirement
- Bachelor’s degree (preferred)
- Strong customer services focus (minimum 4 years’ experience in Customer Service setting).
- Working knowledge of health & welfare and/or defined benefit pension plans
- At least 2 years’ experience with people management
- Strong interpersonal skills particularly in resolving group management issues.
- Demonstrate strong written and verbal communication, time management, and project organization skills
- Strong proficiency in the use of desktop and web-based computer applications including Microsoft Office (particularly Word and Excel), Database and Software programs, Internet Navigation and Call Center systems; the ability to use several at the same time
- Ability and desire to promote professional development of staff
- Ability to motivate group members to initiate process improvements
- Ability to learn new technologies and solve problems in a complex environment
- Be available for extended work hours as needed
- Demonstrate client service focus and flexibility in supporting client requests
- Demonstrate commitment to quality and continuous improvement
- Demonstrate a desire to learn and accept new challenges
WTW is an equal opportunity employer
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