Aon is looking for a Customer Service Manager II in Alpharetta Georgia!

This leadership position will act in Manager of Managers capacity leading our captive team based out of Alpharetta, Georgia and lead partnership with supplier locations across the United States. This position will translate business goals into operational directives to drive performance of the partner-site licensed contact center team to deliver a best-in-class Customer Experience. This role will be responsible for all business delivery metrics and relationship with the business lines.

What the day will look like

• Direct, plan and coordinate daily contact center operations and activities and act as VOC for the business.
• Work collaboratively with the captive and partner site customer service managers to ensure Integramark KPIs are achieved and delivered as per service level agreements.
• Successfully manage projects that impact the contact center productivity.
• Foster a partnership approach with the Integramark business leaders to understand their short-term and long-term goals and translate them into Operational Plans/initiatives to deliver a first-class customer experience through effective management of the licensed contact center team and its processes.
• Lead captive team in all team management aspects of performance, engagement, retention, policy adherence etc.

Skills and experience that will lead to success

• Minimum of 5 years supervisory / management experience in a contact center with focus on development, growth and coaching/mentoring skills
• Previous project management experience is preferred
• Directs, plans, and coordinates daily Contact Center activities,
• Fosters a creative team environment to bring forth the skills and talents of captive team members and within the partner’s sites for end clients and establishes the Contact Center’s immediate and long-range goals and objectives
• Analyzes, recommends, and implements solutions and enhancements regarding systems, productivity, and technical matters.
• The position requires strong management experience and skills and demonstrated experience in resource planning, vendor management, customer and colleague retention and quality.

How we support our colleagues

In addition to our comprehensive benefits package, we encourage a diverse workforce. Plus, our agile, inclusive environment allows management of your wellbeing and work/life balance, ensuring your best self at Aon. Furthermore, all colleagues enjoy two “Global Wellbeing Days” each year, encouraging everyone to take time to focus on yourself. We offer a variety of working style solutions, but we also recognize that flexibility goes beyond just the place of work... and we are all for it. We call this "Smart Working."

Aon values an innovative, diverse workplace where all colleagues feel empowered to be their authentic selves. Aon is proud to be an equal opportunity workplace.

Aon provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, creed, sex, sexual orientation, gender identity, national origin, age, disability, veteran, marital, domestic partner status, or other legally protected status. Aon is committed to a diverse workforce and is an affirmative action employer. People with criminal histories are encouraged to apply.

We provide individuals with disabilities reasonable accommodations to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment in accordance with applicable law. Please contact us to request an accommodation on ReasonableAdjustments@Aon.com

Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time.

Pay Transparency Laws:

The salary range for this position is $76,700 to $102,200 annually. The actual salary will vary depending on applicant’s geographical location, education, experience, skills, and abilities, as well as internal equity and alignment with market data.

We offer:

Aon offers a comprehensive package of benefits for full-time and regular part-time colleagues, including, but not limited to: a 401(k) savings plan with employer contributions; an employee stock purchase plan; consideration for long-term incentive awards at Aon’s discretion; medical, dental and vision insurance, various types of leaves of absence, paid time off, including 12 paid holidays throughout the calendar year, 15 days of paid vacation per year, paid sick leave as provided under state and local paid sick leave laws, short-term disability and optional long-term disability, health savings account, health care and dependent care reimbursement accounts, employee and dependent life insurance and supplemental life and AD&D insurance; optional personal insurance policies, adoption assistance, tuition assistance, commuter benefits, and an employee assistance program that includes free counseling sessions. Eligibility for benefits is governed by the applicable plan documents and policies.

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