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.1199SEIU Benefit & Pension Funds

1199SEIU Benefit & Pension Funds


Associate Director, Member Services
Member Services Admin Department

Based in New York City, NY


The 1199SEIU Benefit & Pension Funds provide comprehensive health, pension, and quality of life benefits to unionized workers represented by 1199SEIU United Healthcare Workers East. We are among the largest labor-management funds in the nation, covering 400,000 members and their families.

If you’re ready for the brightest career future, join us in this excellent opportunity to showcase your talents. We are currently seeking an experienced Associate Director, Member Services for our Member Services – Admin Department.

Responsibilities

  • Oversee the Technology, Reporting and Quality Assurance Program for servicing members and constituents telephonically and face to face
  • Responsible for supporting the Member Services leadership in ensuring administrative standardization across the call centers, walk up windows, and remotely
  • This role will have the primary responsibility to identify, develop and implement call center and walk up windows technology improvement plan by working in conjunction with Call Center leadership, Telecommunications and the Information Technology departments
  • Issue performance reports that capture the quantity, speed, level and quality of service engagements, and provide recommendations/feedback to management towards attaining service goals
  • Oversee the Telephone Quality Assurance Program and lead all related quality improvement initiatives for the Benefit Funds call centers, walk up windows, and satellite office
  • Maintain knowledge systems and encourage usage to improve response consistency and accuracy
  • Adaptation of new proven technologies to increase efficiency, and achievement of metrics
  • Establish, define and monitor staff performance standards through comprehensive quality improvement program. Identify and coordinate training needs with Training and Development to ensure quality customer service in all interactions
  • Troubleshoot and resolve any Call Center and Walk Up Window related technical issues
  • Responsible for ensuring all call center messaging (scripting) is current and supports the operational business. Work with Information Technology to ensure all messaging is standardized across local and toll-free numbers.
  • Perform additional duties and projects as assigned by management
  • Must meet performance standards including attendance and punctuality

Qualifications

  • Bachelor’s Degree or equivalent years of work experience required
  • Minimum of eight (8) years experience supervising, managing and coordinating large call centers and/or training required; to include five (5) years supervisory experience of exempt and non-exempt staff required
  • Experience analyzing customer service metrics required
  • Demonstrated progressively responsible administrative experience requiring independent decision making concerning management, planning, scheduling and assignment of work
  • Experience developing policies, procedures and implementing strategies to meet objectives of excellence in a dynamic environment
  • Experience coaching Call Center Management to meet service level expectations
  • Experience in a Union environment preferred

We offer a competitive salary, an excellent fully employer-paid comprehensive benefits package and talented professional colleagues.

To Apply
For consideration and to apply, please visit us at: https://chm.tbe.taleo.net/chm03/ats/careers/requisition.jsp?org=NBF1199&cws=1&rid=7486.

We are an Equal Opportunity Employer.

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