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Job Details

Position Information

Title  Senior Customer Service Manager - Retiree Benefits
Description  Xerox Corporation is a $22 billion leading global enterprise for business process and document management. Through its broad portfolio of technology and services, Xerox
provides the essential back-office support that clears the way for clients to focus on what they do best: their real business. Headquartered in Norwalk, Conn., Xerox
provides leading-edge document technology, services, software and genuine Xerox supplies for graphic communication and office printing environments of any size. Xerox
also offers extensive business process outsourcing and IT outsourcing services, including data processing, HR benefits management, finance support, and customer
relationship management services for commercial and government organizations worldwide.



If you meet the requirements of this position and want to work for a world-class company with a great marketplace reputation, apply today.


APPLY: https://xerox.taleo.net/careersection/acs_external_career+site/jobdetail.ftl?lang=en&job=13007879&src=JB-10041
The Senior Service Center Client Lead/Customer Service Manager is the initial point of entry into the Retiree Benefits Administration Call Center team, Retirement Case
Administration Team and the Beneficiary Support Team for all internal and external clients of the operations. Provides a client specific outlook to all operational service
activities. Consult with internal and external sources on the client and plan specific impact of all legal, regulatory, process, product or business changes that affect plan
administration and the direct impact on participants in the client’s employee benefits plans. Ensures client plan administration and processing team is knowledgeable on all
aspects of all Call Center plan administration offerings of Xerox. Ensures that all teams have complete knowledge of all client plans and programs and can serve as subject
matter expert on any client related process within the Call Center.



May perform one or more of the following:



· Ensure adherence to all Xerox policies and procedures. Monitor daily service delivery, service levels, contractual Performance Standards and scope of services
commitments for all functions in Call Center

· Interacts with client staff concerning all participant related issues.

· Manages all escalations and interactions with client concerning participant service issues.

· Manages root cause analysis of escalation issues providing detailed training and remediation plans for all call center teams to proactively manage quality of
participant interaction.

· Manages and reviews call calibration and survey response activities for all teams and the client.

· Interact with client as needed on these topics.

· Serves a project manager for all plan activities concerning call center action and impact.

· Seek and implement revenue-earning opportunities.

· Provide proactive contact to client and DVP, SBU Manager and other Service Delivery Managers on service delivery outages, discrepancies and problems. Work with
DVP, SBU Manager and other Service Delivery Managers to resolve discipline specific issues for a client and to deliver exceptional service, coordination and communication.

· Attend client meetings and internal meetings to represent the operation and service delivery and to monitor and report on performance.

· Make process improvement recommendations based on service issue assessments and coordinate between respective operations departments. Identify gaps in
processes and propose appropriate solutions in-line with ACS business standards.

· Lead Call Center specific cross-functional activities and teams for special work executed with the Call Center.

· Prepare client specific training materials for internal resources as needed.



Work with the SDM and Contact Center Management team on training and planning. Prepare proposals (including business requirements and fee quotes) for out of scope
work. Establish consistent communication with Service Delivery Managers and teams.



Requirements: BA/BS Degree, minimum of 7 years of service center (call center) experience and client interaction and management



Human Resources and Benefits Outsourcing industry experience a PLUS



Xerox Business Services, LLC is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, creed, religion, ancestry, national
origin, age, gender identity, sex, marital status, sexual orientation, physical or mental disability, use of a guide dog or service animal, military/veteran status, citizenship
status, basis of genetic information, or any other group protected by Federal or State law or local ordinance. People with disabilities who need a reasonable accommodation
to apply or compete for employment with Xerox Business Services, LLC may request such accommodation(s) by calling 1-866-419-2226 or by sending an e-mail to
accommodations@xerox.com.

Virtual/work from home? No
Required 
Skills 
APPLY: https://xerox.taleo.net/careersection/acs_external_career+site/jobdetail.ftl?lang=en&job=13007879&src=JB-10041
Preferred 
Application 
Method 
Web site

Hiring Organization

Name  Xerox Business Services
Description  Xerox Business Services LLC, specializes in Human Resource Services that produce outcome-driven solutions for our clients. We serve millions of client employees retirees
across the globe with services benefits, training, HR consulting and talent management. Clients choose to partner with us because our services help clients reduce costs,
reduce risk, optimize their talent management and focus on what matters most: their core business.

Industry  Human Resource
Web site 
Address 
http://www.xerox.com

Hiring Contact Information

Email 
Address 
whitney.blanton@xerox.com
Phone 
Number 
000-000-0000

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