This opportunity is accountable for executing strategic business plans, operational goals and performance metrics that drive productivity and ensure a high level of exceptional customer service and satisfaction for the business. Maintains and improves call center operations by monitoring system performance, identifying and resolving problems, preparing and completing action plans, completing system audits and analyses, managing system and quality assurance programs and installing upgrades.
Primary Responsibilities
• Create, guide and shape all appropriate call center service, policy retention and quality metrics for all products while meeting client service level agreement objectives
•Respond to market conditions and business cycles by maintaining awareness of the internal and external environments to maximize results; ensures call center is adequately staffed and trained
•Improve customer satisfaction scores and process efficiency by deploying latest call center technology and process improvement initiatives
•Apply expertise and high level creativity to develop internal agent policy retention plans, product campaigns, and client, policyholder, and vendor communication
•Utilize expert knowledge of call center operations to evaluate the most effective and efficient process flows, applicable system automation, telephony automation, while implementing consistency in all policies and procedures
•Develop, design and implement strategy and tactics to continuously improve call center key performance indicators that improve the member experience
•Ensure a proficient quality assurance process and team to conduct call listening and coaching sessions with team members to improve quality and drive compliance and operational efficiency
•Manage budgeted resources by anticipating expenditures, accurately forecasting resource needs/costs and properly accounting for expenses to meet requirements and achieve fiscal responsibility
Required Education
• Bachelor’s Degree or equivalent combination of education and work experience
Required Experience
• 10+ years relevant experience
Preferred Competencies/Skills
• Service management aptitude
•Build long-term collaborative working relationships with senior managers
•Evaluate implications of project outcomes to identify opportunities for continuous improvement
•Accurate and thorough approach to budgetary information gathering and proposal preparation
•Effectively present information to influence organizational leaders and key stakeholders
•Use multiple resources to gather and analyze information and use logic to address work-related issues and problems
•Manage large scale and complex projects
•Clearly and confidently convey information to a wide audience
•Prioritize interests of the company during decision-making
•Analyze risks, benefits and opportunities to ensure organizational competitiveness and satisfaction of established long-range objectives
Preferred Experience
• Expert knowledge of call center operations
Preferred Knowledge
• Business and management principles involved in strategic planning, resource allocation, human resources modeling, leadership technique, and coordination of people and resources
•Events affecting the industry, including understanding of competition and the marketplace
•Principles and methods related to selling products or services, marketing strategy and tactics, sales techniques, and sales control systems
•Terminology, function and fundamental capabilities of common computer, software, information and communication technology devices, components, and concepts