Supervisor
1199SEIU Benefit and Pension Funds · New York City, New York, US
Responsibilities • Partner with Manager to ensure goals are implemented, accurately communicated and achieved in the Member Services department at the 1199SE...
Job description
Responsibilities: - Partner with Manager to ensure goals are implemented, accurately communicated and achieved in the Member Services department at the 1199SEIU Benefit and Pension Funds; oversee call volume to achieve and maintain optimum efficiency in meeting service levels - Conduct daily monitoring of calls using Call Management System (Genesys Cloud); generate and review reports for trending, system issues, and repeat calls to ensure quality - Prepare, analyze and maintain daily, weekly, and monthly reports associated with attendance, production and workflows to identify potential deficiencies and initiate corrective actions as needed - Prepare probationary performance evaluations; monitor and evaluate direct reports’ achievement of performance standards; identify areas for development, create improvement plans; coach and counsel staff; administer disciplinary actions on attendance and production to improve workflow processes - Assist staff in resolving complex member issues; meet with staff to discuss workflows, process improvement, individual production, and departmental compliance to ensure members are receiving excellent customer service - Supervise staff in accordance wit...