Supervisor, Customer Care

The role of a Supervisor, Customer Care is to effectively lead and manage his/her direct team members to ensure we meet our commitments to customers in an efficient manner, live our Guardian Values, and demonstrate the competencies and behaviors of our Guardian Leadership Model.  

It is intended that the role of a Supervisor enables his/her respective team to contribute to the achievement of customer and financial goals within the Customer Response Unit by driving service excellence through providing support to our customers how, when and where they prefer, through continuous improvement of operational processes and maintaining all compliance and security requirements.  The Supervisor enables these goals by spending 70% of his/her time creating a highly engaged team and culture by providing targeted and integrated coaching, specific and actionable feedback, and guidance on how the team member can own his or her professional and personal growth and development.

You will

• Create a high performing culture / team through daily coaching, feedback and providing focused development with each team member.
• Effectively execute and manage resources against business goals to ensure that commitments and performance metrics are achieved.  
• Proactively analyze root-cause issues that generate inconsistencies in practices/processes/contact care drive increase costs, generate re-work, or adversely impact the end product.  Bring solutions to improve the effectiveness of the team/department. 
• Collaborate with leaders’ cross-functionally to identify opportunities to streamline the end-to-end process and enhance the customer experience. 
• Serve as a key relationship liaison with the field to address and resolve customer issues.
• Participate/Manage cross-functional projects for customer experience as assigned while honoring daily responsibilities to be available for direct team.
• Proactively communicate with senior leadership regarding business performance, adverse impact of decisions on customers and potential risks to the business.
• Be a continuous learner demonstrated through engaging in his/her own development, embracing and leading change management and continuous improvement.
• Will often lead 12-20 direct team members.
• Develops and Inspires Team Members through effective coaching to bring out the best in each person and optimal business results. 

• Creates a culture of diverse thought and innovation where employees feel empowered to share and help effect change that will benefit our customers’ service experience.
• Expresses oneself in an open and honest manner, demonstrates self-awareness & embraces feedback so he or she can continue to become a best-in-class leader.
• Effectively Leads Team Members through Change so our team members understand the why behind the changes and eventually accept, embrace, and drive change.
• Continuously strives to provide superior products and customer service that will help drive persistence, advocacy, and enrichment.

You have

• Bachelor’s Degree in business preferred. 
• 3-5 years of insurance, contact center, and progressive leadership / management of people experience preferred.
• Collaborative leadership and client relationship management preferred.
• Trained in CEB Coaching Framework Preferred
• Trained in Managing Business Course Preferred
• Completion of Fierce Feedback and Unconscious Bias Workshops Preferred
• SAFE/Agile Training Preferred
• Lean Six Sigma Training Preferred
• Bachelor’s Degree Preferred
• Influential communication skills in highly cross-functional role
• Strong Microsoft Word, Excel, PowerPoint skills

Location:

This role is onsite with 3 days in office 2 days WFH out of a hub location ( NY, NY; Bethlehem, PA; Stamford CT; Holmdel, NJ; Pittsfield MA)

10% travel as needed for off site Conferences/Learning Development and to attend CRU Leadership Team Summits.

Salary Range:

$57,330.00 - $94,185.00

The salary range reflected above is a good faith estimate of base pay for the primary location of the position. The salary for this position ultimately will be determined based on the education, experience, knowledge, and abilities of the successful candidate. In addition to salary, this role may also be eligible for annual, sales, or other incentive compensation.

Our Promise

At Guardian, you’ll have the support and flexibility to achieve your professional and personal goals.  Through skill-building, leadership development and philanthropic opportunities, we provide opportunities to build communities and grow your career, surrounded by diverse colleagues with high ethical standards