Member Advocate Service Supervisor

Job DescriptionJob Description

MetLife Legal Plans is currently hiring a Member Advocate Service Supervisor for our Client Service Center department in Cleveland, OH.

This will be a hybrid position with roughly two days a week in our Cleveland, OH office, and three days remote per week.

This individual will report directly into our Director of Client Service Center.

Who We Are:

MetLife Legal Plans is the country's largest provider of legal voluntary benefits. We have more than 40 years of experience in employee legal services and are committed to providing excellent care to our plan members, sponsors and 18,000+ attorneys.

We are trusted by nearly 7 million families and more than 200 Fortune 500 companies who offer our service as an employee benefit.

It’s an exciting time to join our team. We are growing quickly and have a bold vision for our future as we evolve our company to dream bigger, move faster, and use creativity and technology to build products people love.

MLP's Core 4:

• Put customers first
• Be the Best
• Make things easier
• Succeed together

A day in the life of a Member Advocate Service Supervisor at MetLife Legal Plans:

The Member Advocate Service Supervisor is responsible for delivering on our mission of creating the world’s best legal service for working families by managing a team to ensure our legal plan participants are matched and scheduled with the network attorney who can provide service for their legal needs. You will support the team by creating and delivering training designed to support business and system processes. You will be responsible for achieving team and departmental performance goals, increasing NPS, CSAT, and including team members’ development and overall productivity. You will work closely with our Client Service Center and Panel Departments in achieving departmental performance goals.

Responsibilities

• Build a culture of inspiration within the Member Experience Team for offering remarkable customer experiences for legal plan members and participants.
• Supervise a team of Member Advocates for optimal scheduling management and overall productivity
• Conduct call and system monitoring and coaching feedback sessions to develop Member Advocate’s ability to deliver remarkable experiences to customers
• Train and develop the team’s knowledge, skills, and abilities
• Track and report out on service levels, analyzing data to support process improvements on weekly/monthly basis Collaborate across teams to ensure success in all steps of the process (CSC/Panel/etc.)
• Lead and support future process changes and system enhancements
• Ensure team is delivering on Service Level targets and supporting NPS goals
• Coach Member Advocate on call efficiency and productivity
• Handle difficult issues and escalated complaints from customers and provide appropriate resolutions
• Handle disciplinary situations appropriately and in a timely manner to ensure adherence to department and company policies, procedures, practices
• Other duties as required or assigned

Ideal Qualifications

• Proven track record of strong leadership with MetLife Legal Plans (MLP) and solid understanding of MLP product and systems
• 2 years+ leadership experience of Customer Service Department
• Prior call center work experience using systems such as Calabrio, Cisco, Zendesk, and Outlook
• Successfully demonstrated ability of leading a team, managing performance, influence, and drive focus to effectively develop team members to achieve goals
• Successfully demonstrated ability of delivering training to support ongoing needs in an ever-changing environment.
• Strong background managing data related to team’s results: building out reporting and keeping updated
• Bachelor’s degree from an accredited university

What Will Make You Special

• Ability to prioritize and execute project plans
• Fostering collaboration and effective teamwork
• Supports the development of oneself and others
• Driven and ambitious
• Ability to communicate effectively with cross-functional departments, upper-level executives, senior management, etc.
• Customer care professional
• Analytical and data driven mindset
• Punctual, reliable and trustworthy.
• High level of confidentiality to handle sensitive/confidential situations and documentation
• Demonstrated success as a values-based leader who can build and maintain a culture of empowerment, development, ownership, and accountability
• High energy player who has the ability to analyze and solve problems, perform complex tasks, and prioritize independently while supporting the company’s strategic plan

Position Type and Expected Hours of Work
This is a full-time position. Days and hours of work are typically Monday through Friday, between 8:00 a.m. to 8:00 p.m. EST, though the individual may occasionally be required to work at different times or days based on business need.

Travel: This position requires up to 10% travel.

Note: This job description in no way states or implies that these are the only duties to be performed by the associate in this position. Associates will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbent will possess the skills, aptitude, and ability to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an “at-will” relationship.