Manager Customer Support - Life Insurance

DXC Technology Jacksonville, IL

About the Job

**Description:** Essential Job Functions + Oversees the day-to-day operations of the customer support center operations. + Conveys customer feedback to product development staff in order to continuously improve client satisfaction. + Manages customer support staff to ensure service level agreements for products and services are met. Schedules staff to adequately handle call volume on any point in time. Monitors progress and number of telephone calls made. Manages personnel activities of staff (i.e., hires, trains, appraises, rewards, motivates, disciplines, recommends termination as necessary, etc.). + Manages customer support functional activities for products, and contributes to overall service profitability by efficiently using staff and systems in the customer support area. Improves quality and responsiveness of customer support staff and resources. + Contributes to overall service revenue by generating new and creative ideas to sell add-on services. Promotes sales of various service options. Qualifications Basic Qualifications + Monitor workflow, approve time/time-off, and perform performance reviews for 35 direct reports. + Maintain Service Level Agreements of multiple client’s month over month. + Maintain service to clients according to client driven operating guidelines at a quality level that meets client contract. + Maintain client relationships through client-faced meetings both verbally and in person. + Ensure that DXC provides all items agreed upon in client contract. + Review and Approve all Manual Agent Commissions + Review and Approve all System EFT and Check Commission Files. + Review and Approve all manual Adjustments to agent’s accounts. + Bachelor's degree or equivalent combination of education and experience + Bachelor's degree in business management, computer science or related field preferred + Nine or more years of customer service or other telephone operations experience + Five or more years of leadership or supervisory experience + Experience working with the company's products and systems + Experience working with all customer support areas + Experience working with fax machines, computer software, and telephone technology Other Qualifications + Strong business and analytical problem solving skills + Strong communication skills + Strong ability to multi-task and work independently DXC Technology is an Equal Opportunity/Affirmative Action employer. All qualified candidates will receive consideration for employment without regard to disability, protected veteran status, race, color, religious creed, national origin, citizenship, marital status, sex, sexual orientation/gender identity, age (40 or over), or genetic information. DXC's commitment to diversity and inclusive selection practices includes ensuring qualified long-term unemployed job seekers receive equal consideration for employment. DXC Technology is EEO F/M/Protected Veteran/ Individual with Disabilities