Customer Service Manager I

Aon

  • The Woodlands, TX
  • $50,000 per year
  • Permanent
  • Full-time
  • 7 days ago
Posting Description:Aon Is Looking For A Customer Service ManagerAs part of an industry-leading team, you will help empower results for our clients by delivering innovative and effective solutions as part of our business group within Aon Integramark, a debt cancellation service administrator for the U.S. lending industry. This is a hybrid position in The Woodlands, TX office.Aon is in the business of better decisions:At Aon, we shape decisions for the better to protect and enrich the lives of people around the world.As an organization, we are united through trust as one inclusive team and we are passionate about helping our colleagues and clients succeed.What the day will look like:
  • Maintain standards and practices to ensure the contact center functions efficiently and effectively.
  • Clearly define and communicate all goals and standards to the team. Maintain team’s accountability for operational and business goals.
  • Maintain team’s call quality standards, providing feedback and developing performance development plans.
  • Establish clear, measurable individual and team performance targets.
  • Work collaboratively with internal management team and communicate effectively cross departmentally.
  • Oversee the progress of employees through monitoring reports and providing appropriate feedback.
  • Instill and nurture teamwork and ensure employee engagement daily.
  • Drive employee engagement through open and supportive communication with the team and participation in departmental and company events.
  • Onboard and train new hires as well as provide refresher training to current team members
  • Plan departmental activities, set deadlines and determine status of work in progress.
  • Participate in contact center recruitment activities, conducting interviews and identifying qualified candidates.
  • Maintain and oversee daily staffing requirements to achieve service level agreements and operational targets.
  • Design and implement projects that have a direct impact on contact center performance.
  • Occasional travel to meetings or outside training may be required.
  • Managing ad hoc projects and other duties as assigned.
Skills and experience that will lead to success:
  • Previous experience using ACD system.
  • Call delivery systems or CRM experience
  • 5 years’ supervisory / management experience in a contact center.
  • Project management experience.
  • Strong verbal, written, analytical and leadership skills.
  • Proven ability to effectively educate, lead, and engage employees.
  • Experience in employee performance management, delivering performance improvement plans and conducting performance reviews.
  • Excellent leadership skills with the ability to motivate employees to perform at peak standards.
  • Demonstrate excellent interpersonal skills.
  • Experience in working cross departmentally to deliver results.
  • Ability to handle multi-tasking effectively
  • Strong time management skills.
  • Proficiency with the Microsoft Office suite products including Excel and Word.
  • Drive to championing change and employee engagement culture.
  • Insurance industry experience.
  • Ability to manage the escalation process with strong follow-through and attention to detail
  • Liaison with internal and external stakeholders
  • Strong coaching and mentoring skills.
Education:
  • Associates or bachelor’s degree preferred.
How we support our colleagues:In addition to our comprehensive benefits package, we encourage an inclusive workforce. Plus, our agile, inclusive environment allows you to manage your wellbeing and work/life balance, ensuring you can be your best self at Aon. Furthermore, all colleagues enjoy two “Global Wellbeing Days” each year, encouraging you to take time to focus on yourself. We offer a variety of working style solutions, but we also recognize that flexibility goes beyond just the place of work... and we are all for it. We call this Smart Working!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 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. People with criminal histories are encouraged to apply.We welcome applications from all and provide individuals with disabilities with reasonable adjustments to participate in the job application, interview process and to perform essential job functions once onboard. If you would like to learn more about the reasonable accommodations we provide, emailFor positions in San Francisco and Los Angeles, we will consider for employment qualified applicants with arrest and conviction record in accordance with local Fair Chance ordinances.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 (intended for U.S. applicants) is $50,000 to $65,000 annually. The actual salary will vary based on applicant’s education, experience, skills, and abilities, as well as internal equity and alignment with market data. The salary may also be adjusted based on applicant’s geographic location. This position is eligible to participate in one of Aon’s annual incentive plans to receive an annual discretionary bonus in addition to base salary. The amount of any bonus varies and is subject to the terms and conditions of the applicable incentive plan.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 Aon’s 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.

Aon