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Job Field: Legal Jobs
Location: Visalia, CA
Salary: $Not stated

JOB SUMMARY:

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<tr><td valign="top" width="450"><b>Job Description Manages the daily activities of a
group of customer service representatives who
respond to/research customer/member
inquiries/issues. Provides direction and guidance
regarding policies procedures workflows customer
service quality and training needs. Responsible
for monitoring customer service standards.
Typically has eight or more years of experience
customer service experience and may have three or
more years management experience..- Drives
specific initiatives while managing the team- s
day to day operations
- Manage Technical Coach of band 2 employees in
the coaching of CSR and support of Global and BPO
initiatives
- Interface with IT regarding process improvement
initiatives.
- Streamline and enhance Contact center processes
to align to CIEB future growth model.
- Work closely with Business Intelligence Team MOC
and other internal partners re trending
opportunities for gap closure.
- Coordinate Department Operations
o Inspire and develop behaviors and competencies
in the team to achieve production service and
quality imperatives
o Focal point for Director related issues in
Directors absence ie vacation.
o Represent the Contact Center Director as
appropriate at mtgs /conf calls
o Support and execute on Service Improvement
Integration to improve Customer Service
- Management oversight of the Technical coach
representative
o Counsel employees on HR related issues
o Model accountability alignment collaboration and
teamwork
o Emphasize and reinforce importance of positive
constructive behaviors CIGNA values CIGNA
Leadership behaviors Oz behaviors in driving
desired results.
o Lead others act as coach and participate in
establishing interpreting and analyzing
performance data for trending and performance
improvement opportunities
- Monitor and improve trending for
attendance/timeliness within company standards
coach proactively to reduce attendance occurrences
when possible
- Drive continuous quality improvement initiatives
Other Responsibilities
- Supports annual operations capacity and expense
planning
- Supports service improvement strategy for the
Contact Center operations and its day to day
execution
- Establishes service targets and reward matrices
for the organization that will motivate and drive
service excellence
- Supports strategic planning and vision
- Provide leadership guidance  support to Contact
Center Managers and CSR- s
- Act as a back up to peers includes monitoring
managing and reacting to real time Contact Center
Metrics.
- Support with coverage for active business
continuity plans weekend and Holiday supervisor on
duty coverage as necessary.
- Represent the business as a subject matter
expert and provide sign off on projects
enhancements and business plans as
appropriate..Requirements B.S. degree preferred
some college required.
Strong leadership and communication skills.
5+ years of experience in customer service role..

KEY REQUIREMENTS:

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None Bachelors degree