Job Description

Purpose and Objective

Responsible for leading a team in our Customer Care contact center, meeting and exceeding service level and quality objectives. Lead a team of 14-16 Customer Experience Associates, fielding multiple customer channels per month, including inbound/outbound call volume, email, and chat inquiries.

Responsibilities include hiring, developing, and retaining talented people, driving efficiencies and improvements in the service we deliver to customers and sales partners, and ensuring financial goals are met. Collaborate with the Senior Manager in organizational development, leading key initiatives and projects, and building a team empowered and passionate about the customer experience. Develop strategies to improve Quality and Process Improvement, deliver innovative solutions to improve the Customer Experience, while creating scale for a growing business.

Essential Responsibilities:
Act as a role model leader, exercising good judgement. Build a strong team and focus on the Employee Experience by providing coaching and ongoing feedback for performance improvement. reports and setting high expectations on delivery of KPIs.

• Frequently communicate Business updates and changes to drive a well-informed and engaged team.
• Support the overall Customer Care Contact Center strategy, including staffing, resources, and processes ensuring best-in-class customer satisfaction.
• Collaborate with recruiting partners to identify talent, conduct new hire candidate interviews, and lead selection process.
• Enhance the Customer Experience by initiating improvements to processes, reducing handoffs, risk events, and proposing digital solutions for self-service.
• Manage daily demand and capacity of work volumes within the operation, ensuring work is completed within the pre-defined standards for productivity and quality by managing workflow, monitoring productivity, reassigning work as needed, and validating daily process control and quarterly audits.
• Ensure team compliance with regard to business procedures and company procedures such as Performance Reviews, Timesheet Management, Expense Management, Business Continuity, and Risk Reporting.
• Lead the team in identifying Sales Opportunities for Direct to Consumer opportunities.
• Partner with Operations and Underwriting leadership in identifying and communicating enhancements to our service delivery.
• Provide effective reporting to peers and leadership on key objectives and measures.
• Identify trends in incoming customer requests with a focus on identifying root analysis, remediation or interim solutions.
• Collaborate with Workforce Planning to ensure capacity plan is maintained in order to meet Service Level.

Qualifications:
Education:

• 2 years of college preferred.
• LOMA 280 & 290 Certification preferred.

Experience/Knowledge:

• 2+ years of experience leading a Call/Contact Center operation required.
• Life, Property, and Casualty or Health insurance experience preferred.

Skills:

• Demonstrated experience creating and implementing new processes and procedures necessary to maintain high levels of customer satisfaction and retention.
• Ability to lead teams through periods of high growth.
• Customer First orientation.
• A storyteller who can convey complex information in a timely and easily understood manner.
• Highly collaborative, strong relationship, and influencing skills.
• Ability to successfully lead through adversity and challenging situations.
• Ability to make sound, data-driven decisions.
• Experience managing hybrid service delivery teams.
• Excellent analytical skills and knowledge of reporting tools, effectively presenting insights at various levels throughout the organization.
• Excellent organizational, time management, written and verbal communication, and problem-solving skills.
• Proven ability to hire, retain, and grow a talented workforce.

Organizational Structure:

• Reports To the Customer Care Senior Manager
• Staff
• Oversight of 14-16 Customer Service Associates and 1 Team Lead

Job Tags

Full time, Interim role,

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