Manager Customer Experience Broker Policyholder Services

The Manager of Broker and Policy Holder Services leads a team of Customer Experience Representatives in the Solution Center, supporting brokers and individuals. They ensure courteous, accurate, and responsive contact resolution while enhancing the overall customer experience. The Manager fosters an environment that motivates the team to make impactful decisions and contributes to achieving department goals.

• Promotes an inclusive, engaging team culture with open communication, diverse viewpoints, and a focus on the customer. Fosters independent thinking, constructive challenges, and a strong commitment to decisions.
• Analyzes performance data to evaluate team members' productivity and quality, providing coaching, recognition, and effective performance management, including handling difficult conversations.
• Collaborates with other departments, assumes ownership of customer and employee experiences, and prioritizes solutions over assigning responsibility. Proactively addresses issues to support the success of others.
• Assesses team goals, identifies opportunities to enhance the customer experience and develops action plans to achieve quality, cultural, and cost objectives while factoring in business impact and compromises.
• Serves as the contact center business owner for changes in process, technology, and people. Supports key business initiatives to enhance customer and business value.
• Develop and implement strategies to enhance team engagement and retention. Ensures alignment with organizational values and goals while fostering professional growth within the team.
• Reviews and analyzes customer feedback to identify trends, pain points, and areas for improvement. Implements solutions to enhance customer satisfaction and loyalty.
• Ensures compliance with company policies, regulatory requirements, and industry standards. Monitors team adherence to these standards and addresses any gaps.
• Manages team scheduling, workload distribution, and resource allocation to ensure optimal performance and efficiency. Adjusts plans as needed based on changing priorities.
• Provides regular reports and updates on team performance, goals, and initiatives to senior leadership, offering insights for continuous improvement.
• Performs other duties as assigned.

• Ability to analyze and interpret data.  Strong knowledge of preparing reports and presentations.
• Strong Microsoft Office skills, including Excel and PowerPoint.
• Ability to meet deadlines in an ever-changing environment
• Ability to complete projects with minimal supervision
• Ability to communicate with discretion, professionalism, and confidentiality when needed.
• Excellent verbal and written communication skills.
• Proven and demonstrable leadership, management and motivational skills.
• Working knowledge of contact center technology, including ACD, workforce management, and quality management.

• 5 years of leadership, with a preference for call center management experience. Alternatively, a bachelor’s degree in business administration, Management, or a related field, combined with 3 years of Operations Management experience, is also acceptable.
• Must have experience (5 years) in customer service or contact center management, with a proven ability to manage teams, improve operational efficiency, and drive customer satisfaction.
• Demonstrated ability to apply business acumen, analyze operational data, and implement strategies to improve team performance, customer experience, and overall operational efficiency.
• Strong preference for candidates who have led teams through organizational changes and a solid understanding of insurance industry regulations and best practices.

Protective’s targeted salary range for this position is $66,000 to $87,000. Actual salaries may vary depending on factors, including but not limited to, job location, skills, and experience. The range listed is just one component of Protective’s total compensation package for employees.

This position also offers additional incentive opportunities through an annual incentive based on individual and Company performance.

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Salary : $66,000 - $87,000