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Generali Group - Pembroke Pines, FL
posted 2 months ago
About the position
The Overnight Customer Service Supervisor at Generali Global Assistance is responsible for overseeing a team of Customer Service Representatives, providing training, support, and performance management. This role involves ensuring high-quality customer service, handling escalated calls, and collaborating with leadership to maintain operational efficiency. The position requires strong communication and management skills, as well as the ability to work in a fast-paced, 24/7 environment.
Responsibilities
- Supervise a team of up to 15 Customer Service Representatives.
- Provide initial and ongoing training to Customer Service Representatives.
- Assist representatives in delivering excellent customer service.
- Handle escalated calls and resolve complex customer issues.
- Manage daily tasks related to active and past cases according to Client Specific Procedures.
- Ensure equitable distribution of work among team members.
- Conduct performance management of assigned team members.
- Approve and/or deny requests for time-off in accordance with Company Policy.
Requirements
- Minimum 2 years' experience in a Customer Service Department or equivalent call center environment.
- Prior knowledge and experience in healthcare, insurance, and multi-lingual Assistance/Call Center environments.
- Experience in ISO or other Quality Assurance Management programs is highly desired.
- Excellent verbal and written communication skills.
- Strong presentation and training skills.
- Multilingual with excellent English language skills.
- Advanced knowledge of medical terminology and the US healthcare system.
- Essential computer skills: MS Office (Word, Excel, Power Point, Outlook).
- Strong time management skills and ability to prioritize tasks.
Nice-to-haves
- Prior supervisory or management experience.
- Licensed in Property & Casualty and Accidental & Health insurances preferred.
Benefits
- Travel reimbursement
- Paid parental leave
- Disability insurance
- Dental insurance
- Tuition reimbursement
- Paid time off
- Parental leave
- Employee assistance program
- Vision insurance
- 401(k) matching
- Flexible schedule
- Life insurance
