Home Based Agent Participant Services Center Manager
Description
Manage and develop a team of Home Based PSR’s to deliver excellence in customer service to our valued customers. Able to communicate effectively and professionally with both internal and external client contacts.
Be able to handle escalated participant calls and inbound phone calls as needed.
RESPONSIBILITIES
:
Support and develop team of Participant Services Representatives (PSRs) who work from their home offices.
- Responsible for completing “call coaching” requirements, including the delivery of developmental feedback to PSRs
- Monitor real time employee and client statistics to ensure service levels are being met using the Avaya application
-- Prepare and deliver annual performance appraisals and bonus reviews
- Prepare and deliver appropriate employee counseling and corrective action, as necessary
- Maintain up-to-date employee records by reviewing daily PSR productivity and schedule adherence
- Serve as resource for personnel issues and general questions
- Conduct staff meetings on a regular basis
- Promote team building and a positive, professional work environment through creating an on line community for the at home agents.
- Serve as a resource for staff and work closely with Plan Admin on plan and procedural related issues
- Coordinate and support implementation of new processes, procedures and training initiatives within the PSC
- Assist in achieving departmental service standard (quality/productivity)
- Emphasize importance of minimizing corporate losses
- Recommend process improvements to increase efficiencies, reduce costs, and improve overall level of service
- Solicit overtime from PSRs as necessary
- Handle miscellaneous issues as they arise
- Interview new PSR candidates and provide hiring recommendations
-Perform home visits for New PSR candidates to determine whether they meet the qualifications for a Home Based Agent
-Perform home visits for existing PSRs to provide feedback, coaching, and site inspections. .
Job Requirements: .
MINIMUM QUALIFICATION REQUIREMENTS
:
- Extremely organized, dependable, flexible and motivated
- Can effectively prioritize and multi-task, establish realistic completion time frames and meet deadlines
- Exercise sound judgements and provides appropriate follow through on both personnel and participant related issues
- Demonstrates a working knowledge of and utilizes the supporting technology of the PSC
- Superior communication and interpersonal skills – both written and verbal
- Sets positive example in all behaviors
- Senior PSR or prior management experience
- Not on any form of corrective action
- Subject to approval of manager
- Series 6 & 63 licenses obtained within 3 months of promotion to position
- Ability to work overtime
- Six Sigma experience a plus
-Must be able to travel up to 50% of the time for both home visits and trips back to the corporate offices
-Have the ability to work from home and in the office .
Job Details: .
Categories: Administrative and Support Services .
Relocation Costs Paid: None .
Applicant Category: Professional
Requisition Code: Work at home
Two Initials of Recruiter: bw
System Date: 05/01/2008
System Time: 15:42:07
Document Name(40): Home Based PSC Manager
Source: IMDiversity.com - USA
SearchTerms: "work at home" "work from home"
URL(80): http://jobs.imdiversity.com/jobseekerx/ViewJob.asp?JobID=2nHU5fcQDYLZewjdzKTxMBK
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