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Combined Insurance, a Chubb Company, is seeking a AVP, Customer Contact Center to join our fast-paced, high energy, and growing company. For nearly 100 years in the insurance industry, our company has been passionate about serving our customers and providing them peace of mind and protection when they need it the most. Come build your career here, along with other positive, hard-working, talented professionals—just like you!
Job Summary
The Contact Center Leader for the Customer Experience Delivery Center (CEDC) leads a team of Directors, Managers, Supervisors and both licensed & non-Licensed contact center representatives for our U.S. Operations and responsible for service delivery to both internal and external customers. The leader is responsible for the overall performance and effectiveness of the team, processes and services offered by the CEDC. Equally important the leader is the primary champion of driving high satisfaction customer experience that is aligned with the strategic direction of business – to include responsibility for managing the customer lifecycle at the contact center level, driving customer loyalty, engagement and satisfaction.
This role will drive both the strategic direction and the tactical, day-to-day activities. This person must enjoy creative problem solving, have the ability to adapt quickly to changing priorities and thrive in a fast paced & collaborative environment. In addition to leading managers and their teams this role will serve as a cross functional liaison working with learning and development, claims, sales, marketing and finance to drive important strategic initiatives. You’ll track Key Performance Indicators of your team daily, with a focus on results and optimizations. Position requires advanced people Leadership Skills (Inspire, Connect and Grow) the team, advanced team Operational Skills (Measure, Analyze, Innovate, Scale) performance/results, exceptional influence management skills and delivering operational success within our framework of (PMA) corporate values.
The Contact Center Leader role will need an individual who sees the potential for how the group should exist and takes steps to get there- risk taking, listening, and taking responsibility is key. Ensure the vision becomes reality by stating clear goals, outlining a plan for achieving the goals and equipping & empowering each member to take action on the plan at the team and individual levels. Business execution is critical- ability to drive program and strategic vision, fixate the team on achieving service & revenue goals and creating an environment of high accountability. People leadership is critical – the ability to inspire and motivate others to complete a series of tasks while exhibiting patience, effectively communicating, teaching/mentoring and providing effective feedback.
Responsibilities
Technical Skills & Competencies
Education and Experience
OUR BENEFITS
As a Chubb corporate employee, you have access to one of the most comprehensive benefit plans in the business, designed to meet your needs and help you reach your financial goals. More details can be found here. Chubb is committed to supporting its employees with a comprehensive compensation package that is appropriate in the market where they work. Below are several of the many benefits we offer our employees:
ABOUT COMBINED INSURANCE
Combined Insurance Company of America is a Chubb company and a leading provider of supplemental accident, health, disability, and life insurance products in North America. Headquartered in Chicago, with satellite office in Columbia, SC, Combined is celebrating over 100 years in business. We are committed to making the world of supplemental insurance easy to access and understand. The company has an A rating by the Better Business Bureau and an A (Superior) financial strength rating by A.M. Best. We are ranked by VIQTORY as the number one Military Friendly® Employer in 2023 (over $1 billion revenue category), marking Combined's twelfth consecutive year on the Top 10 list. We pride ourselves on approaching all situations with a Positive Mental Attitude (PMA) and encouraging collaboration.
ABOUT CHUBB
Chubb is a world leader in insurance. With operations in 54 countries, Chubb provides commercial and personal property and casualty insurance, personal accident and supplemental health insurance, reinsurance, and life insurance to a diverse group of clients. The company is distinguished by its extensive product and service offerings, broad distribution capabilities, exceptional financial strength, underwriting excellence, superior claims handling expertise and local operations globally.
Full Time
$77k-102k (estimate)
06/18/2024
07/13/2024