Manager, Contact Center Operations

Position Summary

Manager Customer Service Contact Center manages a teams consisting of: Contact Center Representatives and Team Leads for our U.S. Operations, responsible for service delivery to both internal & external customers supporting customer inquires regarding benefits, claims, billing; other support questions regarding supplemental insurance benefits primarily for group business and reports to the AVP Contact Center Operations Leader. The manager is responsible the overall performance and effectiveness of the team, processes and services offered by the CEDC specifically for CWB Business . 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 tactical, day-to-day activities specifically focusing on the CWB “Chubb Workplace Benefits & Group Business within the Customer Contact Center. 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 their teams this role will serve as a cross functional liaison working with Learning & Development, Claims and the Global BPO Team. You’ll track Key Performance Indicators of your team daily, with a focus on results and optimizations. Position requires; Insurance acumen primarily with supporting supplemental insurance benefits primarily with group business, 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 Manager will ensure the business 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 & customer experience 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.

Primary Job Duties & Responsibilities

• Provide direct management oversight to Team Leads and Contact Center Representatives including developing management skills, coaching performance, inspiring the team to do their best work.
• Build & lead multiple workstreams within the Customer Contact Center
• Manage CWB “Chubb Work-Place Benefits – primarily group business” (inquiry, claims support and program support)
• Responsible for directing team to produce results that meet or exceed our SLA’s to include production targets, time service and quality level of service provided to our customers.
• Works collaboratively with the team and business partners to remove roadblocks and administrative obstacles to ensure agents & customers feel it’s easy to transact with Combined.
• Responsible for achieving customer satisfaction via delivery on time service and quality of product delivered by the team.
• Manage the workload of the agent teams, helping to resolve day-to-day issues. Ensure call and production volumes are meeting service level and compliance requirements to meet or exceed consumer satisfaction.
• Demonstrates ability to build partnerships with other business groups
• Experienced managing outsourced call center partners and driving performance through standard call center processes and metrics
Effective articulate our visions and work within our (PMA) values

Job Specific Technical Skills & Competencies

• Hands-on involvement in all aspects of customer service within the Contact Center
• Strong insurance acumen and understanding of supplemental insurance with group support
• Advanced ability to deliver results: ability to focus on the bottom line and push self and others to meet set goals
• Tracks, analyzes, and reports performance data, taking action to achieve performance goals & objectives
• Advanced relationship management skills: superior interpersonal skills and ability to work effectively with internal and external customers
• Advanced communication skills: strong verbal and written communication skills. Ability to deliver professional presentations
• Advanced ability to adapt to change: Advanced ability to demonstrate resilience – maintains a high level of commitment to personally getting things done, assuming personal responsibility for achieving outcomes and works effectively with little direction.
• Demonstrates advanced problem-solving skills and ability to exercise decisive judgment
• Advanced technical savvy: knowledge and or ability to learn new systems, applications and programs quickly and the ability to explain to others
• Ability to coach and develop others: ability to collaborate, provide feedback and actively listen.
• Advanced ability to plan and organize
Experience driving efficiencies through self-service and automation

Education and Experience

• Bachelor’s Degree preferred
• Supplemental Insurance Benefit knowledge primarily with group business
• Technical requirements preferred: Experience with NICE, Workforce Planning, CRM Platform, Quality Monitoring and Recording Systems
• 5-7 years successful experience in a Contact Center management role – preferably in an insurance or financial services environment
• Understanding of how to quantify and display business results