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Service Operations Specialist - Virtual

Company: MetLife
Location: Holly Springs
Posted on: September 22, 2022

Job Description:

Job location virtual but commutable to Cary, NC, Dayton, OH, and Oriskany, NY

The Service Operation Specialist is responsible for:

  • Resolving application and system process issues
  • Monitoring of real-time floor status
  • Serving as a product and procedure SME
  • Facilitating of policy issuance
  • Managing consultant schedules To succeed in this role, you must be extraordinarily detail-orientated, have an understanding of call center operations, have the ability to successfully manage multiple tasks, maintain composure in a service environment, and possess above-average emotional intelligence.

    • Managing intraday productivity, performance exceptions, and utilization in partnership with external partners and service leadership
    • Monitoring real-time adherence of call center performance and provide constructive feedback for performance improvement
    • Providing subject matter expertise on service processes and procedures
    • Processing requests (including but not limited to)
      • Application system errors
      • Providing consultant support via the Support Line
        • Knowledge management process resolution
        • Report ordering
        • Unlocking policies in application systems
        • Clearing application platform issues
        • Pending issued policies
        • Assisting with system issues
        • Managing line of business performance to meet or exceed goals while balancing needs of the business to ensure operational excellence
        • Acting as point of contact and facilitator for all system outages
        • Maintaining knowledge management systems by adding new procedures and reviewing existing solutions
        • Reporting and escalating production problems and provide workaround when necessary
        • Acting as a liaison between GCC and external support groups
        • Other duties as assigned Required Skills / Experience
          • 3+ years of experience in a contact center environment
          • Strong call center operational expertise, product knowledge, and business acumen
          • Demonstrated proficiency with MS Office software products
          • Demonstrated attention to detail, time management, written and oral communication, multi-tasking, and
          • working within a team atmosphere experience
          • Demonstrated judgement and alignment with company policies, procedures and compliance
          • Demonstrated ability to manage change and to support company-wide initiatives
          • Demonstrated ability to work effectively both as an individual and as a member of a team
          • Demonstrated ability to manage multiple projects simultaneously with ability to prioritize varying deadlines
          • Demonstrated ability to make quick decisions in a professional and confident manner, based on research, knowledge, and strategy
          • Demonstrated comfort dealing with ambiguity Preferred Skills / Experience
            • Experience with NICE IEX WFM, Avaya CMS, and other similar resource scheduling/intraday management applications.
            • Experience with SharePoint and LINUS software
            • In-depth understanding of contact center key performance indicators and those levers that impact day-to-day performance
            • Proven ability to analyze and improve work processes and create documentation as required supporting the service operation

              At MetLife, we're leading the global transformation of an industry we've long defined. United in purpose, diverse in perspective, we're dedicated to making a difference in the lives of our customers.

              MetLife, through its subsidiaries and affiliates, is one of the world's leading financial services companies, providing insurance, annuities, employee benefits and asset management to help its individual and institutional customers navigate their changing world. Founded in 1868, MetLife has operations in more than 40 countries and holds leading market positions in the United States, Japan, Latin America, Asia, Europe and the Middle East.

              We are one of the largest institutional investors in the U.S. with $642.4 billion of total assets under management as of March 31, 2021. We are ranked on the Fortune 500 list for 2021. In 2020, we were named to the Dow Jones Sustainability Index (DJSI) for the fifth year in a row. DJSI is a global index to track the leading sustainability-driven companies. We are proud to have been named to Fortune magazine's 2021 list of the "World's Most Admired Companies."

              MetLife is committed to building a purpose-driven and inclusive culture that energizes our people. Our employees work every day to help build a more confident future for people around the world.

              We want to make it simple for all interested and qualified candidates to apply for employment opportunities with MetLife. For further information about how to request a reasonable accommodation, please click on the Disability Accommodations link below.

              MetLife is a proud Equal Employment Opportunity and Affirmative Action employer dedicated to attracting, retaining, and developing a diverse and inclusive workforce. All qualified applicants will receive consideration for employment at MetLife without regards to race, color, religion, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, age, disability, national origin, marital or domestic/civil partnership status, genetic information, citizenship status, uniformed service member or veteran status, or any other characteristic protected by law.

              MetLife maintains a drug-free workplace.

Keywords: MetLife, Cary , Service Operations Specialist - Virtual, Other , Holly Springs, North Carolina

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