Customer Service Manager I - Alpharetta, United States - Aon

Description

Aon is looking for a Customer Service Manager I in Alpharetta Georgia

This leadership position will work with our captive team based out of Alpharetta, Georgia and lead partnership with supplier offices across the United States. This position will translate business goals into operational directives to drive performance of the partner-site licensed contact center team. This will deliver a best-in-class Customer Experience. This role will be responsible for all business delivery metrics and relationship with the business divisions

Role Responsibilities

Manage a team of Customer Service Specialists in the contact center who are the initial point of customer contact for our Affinity Integramark business. These responsibilities will include:

+ Work with the team to ensure client and customer requirements are achieved and delivered per service level agreements.

+ Clearly define and communicate all goals and standards and provide guidance and developing performance development plans.

+ Manage employee engagement through open and supportive communication with the team. Participation in departmental and company events as well.

+ Participate in contact center recruitment activities. This may include conducting interviews and identifying qualified candidates. Supervise daily staffing requirements. Onboard and train new hires and provide refresher training to current team members.

Occasional travel/training may be required

Skills and experience that will lead to success

+ 5 years supervisory experience in a contact center. Focus on development, growth and coaching/mentoring skills in insurance industry

+ Project management experience.

+ Strong verbal, written, analytical, leadership and social skills.

+ Experience in employee performance management, delivering performance improvement plans and conducting performance reviews.

We support our colleagues

Our continuous learning culture inspires and equips you to learn, share and grow, helping you achieve your fullest potential. As a result, at Aon, you are more connected, more relevant, and more valued.

Aon values an innovative, diverse workplace where all colleagues feel empowered to be their authentic selves. Aon is proud to be an equal opportunity workplace.

Aon provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, creed, sex, sexual orientation, gender identity, national origin, age, disability, veteran, marital, domestic partner status, or other legally protected status. Aon is committed to a diverse workforce and is an affirmative action employer. People with criminal histories are encouraged to apply.

We provide individuals with disabilities reasonable accommodations to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment in accordance with applicable law. Please contact us to request an accommodation on

Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time.

Pay Transparency Laws:

The salary range for this position is $47,600 to $65,000 annually. The actual salary will vary based on applicants education, experience, skills, and abilities, as well as internal equity and alignment with market data. The salary may also be adjusted based on applicants geographic location.

Aon offers a comprehensive package of benefits for full-time and regular part-time colleagues, including, but not limited to: a 401(k) savings plan with employer contributions; an employee stock purchase plan; consideration for long-term incentive awards at Aons discretion; medical, dental and vision insurance, various types of leaves of absence, paid time off, including 12 paid holidays throughout the calendar year, 15 days of paid vacation per year, paid sick leave as provided under state and local paid sick leave laws, short-term disability and optional long-term disability, health savings account, health care and dependent care reimbursement accounts, employee and dependent life insurance and supplemental life and AD&D insurance; optional personal insurance policies, adoption assistance, tuition assistance, commuter benefits, and an employee assistance program that includes free counseling sessions. Eligibility for benefits is governed by the applicable plan documents and policies.

#li-kd

Aon is looking for a Customer Service Manager I in Alpharetta Georgia

This leadership position will work with our captive team based out of Alpharetta, Georgia and lead partnership with supplier offices across the United States. This position will translate business goals into operational directives to drive performance of the partner-site licensed contact center team. This will deliver a best-in-class Customer Experience. This role will be responsible for all business delivery metrics and relationship with the business divisions

Role Responsibilities

Manage a team of Customer Service Specialists in the contact center who are the initial point of customer contact for our Affinity Integramark business. These responsibilities will include:

+ Work with the team to ensure client and customer requirements are achieved and delivered per service level agreements.

+ Clearly define and communicate all goals and standards and provide guidance and developing performance development plans.

+ Manage employee engagement through open and supportive communication with the team. Participation in departmental and company events as well.

+ Participate in contact center recruitment activities. This may include conducting interviews and identifying qualified candidates. Supervise daily staffing requirements. Onboard and train new hires and provide refresher training to current team members.

Occasional travel/training may be required

Skills and experience that will lead to success

+ 5 years supervisory experience in a contact center. Focus on development, growth and coaching/mentoring skills in insurance industry

+ Project management experience.

+ Strong verbal, written, analytical, leadership and social skills.

+ Experience in employee performance management, delivering performance improvement plans and conducting performance reviews.

We support our colleagues

Our continuous learning culture inspires and equips you to learn, share and grow, helping you achieve your fullest potential. As a result, at Aon, you are more connected, more relevant, and more valued.

Aon values an innovative, diverse workplace where all colleagues feel empowered to be their authentic selves. Aon is proud to be an equal opportunity workplace.

Aon provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, creed, sex, sexual orientation, gender identity, national origin, age, disability, veteran, marital, domestic partner status, or other legally protected status. Aon is committed to a diverse workforce and is an affirmative action employer. People with criminal histories are encouraged to apply.

We provide individuals with disabilities reasonable accommodations to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment in accordance with applicable law. Please contact us to request an accommodation on

Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time.

Pay Transparency Laws:

The salary range for this position is $47,600 to $65,000 annually. The actual salary will vary based on applicants education, experience, skills, and abilities, as well as internal equity and alignment with market data. The salary may also be adjusted based on applicants geographic location.

Aon offers a comprehensive package of benefits for full-time and regular part-time colleagues, including, but not limited to: a 401(k) savings plan with employer contributions; an employee stock purchase plan; consideration for long-term incentive awards at Aons discretion; medical, dental and vision insurance, various types of leaves of absence, paid time off, including 12 paid holidays throughout the calendar year, 15 days of paid vacation per year, paid sick leave as provided under state and local paid sick leave laws, short-term disability and optional long-term disability, health savings account, health care and dependent care reimbursement accounts, employee and dependent life insurance and supplemental life and AD&D insurance; optional personal insurance policies, adoption assistance, tuition assistance, commuter benefits, and an employee assistance program that includes free counseling sessions. Eligibility for benefits is governed by the applicable plan documents and policies.

#li-kd1