Willis Towers Watson

Team Supervisor - Service Center

Posted on Apr 7 232 views Richardson, TX


The Customer Service Manager will be responsible for day-to-day management for a group of Benefits Customer Services Representatives and Service Center Supervisors supporting assigned clients.

Flexible Work


Willis Towers Watson is committed to finding opportunities to foster flexibility in the workplace, whenever business and client demands allow. As part of the unprecedented response to coronavirus and to ensure the safety of all our employees we request that your initial employment with us be done remotely. We will continue to closely monitor the situation and inform you when it is safe to begin working onsite in our Richardson office. For specific details, please discuss with your Recruiter.

The Role


  • Manage ongoing client relationship, requirements and resolve escalated client issues as needed
  • Provide reporting and trend information to clients, make recommendations to clients to improve service and efficiencies
  • Develop domain knowledge for benefits technologies to consult with clients and translate the requirements into call center system functionality.
  • Provide direct management to team members. Train, mentor and develop staff in the Service Center
  • Perform ongoing feedback, reviews and participate in other people management activities
  • Assist associates with career development
  • Foster teamwork, positive morale, open communication and “make this a great place to work”
  • Drive consistent team methodology, process and deliverables
  • Ensure that standardized work processes, tools, and methodologies are being used to improve quality and profitability
  • Implement standardized work processes, tools, and methodologies within the group to improve quality and profitability
  • Balance workload and maximize utilization for the group
  • Resolve team/resource issues or elevate to service center leadership as needed
  • Responsible for contributing to improved process or operational policies, developing consistent standards and work methodologies and recommending changes to products and services to ensure clients and participants are satisfied

Other Responsibilities:


  • Staffing and performance management
  • Training
  • Client satisfaction
  • Meeting performance metrics
  • Leads and directs the work of other

The Requirements


  • Minimum education is a high school diploma or GED equivalent. Bachelor’s degree preferred.
  • CEBS designation a plus
  • Strong customer services focus with a minimum 4 years’ experience in Customer Service setting
  • Working knowledge of health & welfare and/or defined benefit pension plans
  • At least 2 years’ experience with people management
  • Strong interpersonal skills particularly in resolving group management issues
  • Demonstrate strong written and verbal communication, time management, and project organization skills.
  • Ability and desire to promote professional development of staff
  • Ability to motivate group members to initiate process improvements
  • Ability to learn new technologies and solve problems in a complex environment
  • Be available for extended work hours as needed
  • Demonstrate client service focus and flexibility in supporting client requests
  • Demonstrate commitment to quality and continuous improvement
  • Demonstrate a desire to learn and accept new challenges

EOE, including disability/vets