Manager Customer Service, Trust

Section 1: Position Summary

Responsible to manage participant contact center staff to deliver outstanding client service to all callers to the service center. The manager will lead the staff in maintaining service standards of the contact center including: Service Levels, Speed of Answer and Handle Times. The manager will create an environment that promotes achievement and professional growth.

Section 2: Job Functions, Essential Duties and Responsibilities

• Motivate, lead and support team members to provide excellent Customer Service by ensuring that staff is properly trained to respond to inquiries in a professional and timely manner.

• Participate in the hiring process by conducting interviews and evaluating candidates.

• Responsible for providing team members with substantive, periodic feedback on performance, including the completion of performance planning, performance updates and the annual performance appraisal.

• Monitor service levels.

• Review, act and manage to daily production reports.

• Plan and organize workflows in order to meet and maximize service commitments.

• Produce reporting as necessary.

• Develop staffing strategies for appropriate allocation of resources to meet business needs and client service commitments/objectives.

• Coordinate the successful training and instruction of new associates.

• Develop staff on industry knowledge, general business skills set, and professional development.

• Develop solutions that will streamline internal and external experiences which will lead to additional sales, better service or enhanced associate experiences.

• Perform other duties and special projects as assigned.

• Responsible for implementing and driving results for projects in PSC and being involved organizational projects as a representative of the dept.

• Responsible for protecting, securing, and proper handling of all confidential data held by Ascensus to ensure against unauthorized access, improper transmission, and/or unapproved disclosure of information that could result in harm to Ascensus or our clients.
• Our I-Client service philosophy and our Core Values of People Matter, Quality First and Integrity Always® should be visible in your actions on a day to day basis showing your support of our organizational culture.
• Assist with other tasks and projects as assigned

Section 3: Experience, Skills, Knowledge Requirements

• Bachelor’s Degree required or equivalent work experience
• Industry specific certification (ASPPA, CEBS, etc.) strongly preferred.
• 2-5 year’s supervisor/managerial industry experience.
• 3- 5 years overall industry experience.
• Comprehensive knowledge of Ascensus record keeping system and retirement plans; or experience in recordkeeping systems at other recordkeeping providers.
• Excellent analytical and problem solving skills.
• Ability to work well under pressure with multiple priorities and deadlines
• Superior Interpersonal Skills.
• Superior Presentation Skills.
• Superior Written and Oral Communication Skills.
• Superior Conflict Resolution Skills.
• Superior Project Management Skills.
• Superior Coaching and Mentoring Skills.
• Superior Time Management Skills.

We are proud to be an Equal Opportunity Employer

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