01Responsibilities
Contact Center Leadership - Lead, coach, and develop a team of contact center supervisors and/or customer service professionals. - Foster a culture focused on accountability, engagement, continuous improvement, and customer satisfaction. - Conduct regular coaching sessions, performance reviews, and career development discussions. - Address performance challenges through effective coaching and leadership. Operational Excellence - Manage daily contact center operations, staffing, scheduling, and workforce coverage. - Monitor service levels, productivity, quality, and key operational metrics. - Ensure customer inquiries are resolved accurately and efficiently while meeting established service level agreements (SLAs). - Identify operational risks and implement process improvements that enhance customer experience and team performance. Client & Stakeholder Management - Serve as the primary operational contact for business stakeholders regarding service delivery and escalated issues. - Analyze operational performance, identify trends, and develop action plans to improve results. - Collaborate with Quality Assurance, Training, Workforce Management, and other cross-functional teams to improve service delivery. Coaching & Continuous Improvement - Provide ongoing coaching through call reviews, quality feedback, and performance observations. - Partner with Quality Assurance to ensure adherence to regulatory requirements and internal quality standards. - Promote a culture of learning, accountability, and continuous improvement across the organization. Qualifications Required - 12+ years of professional experience, including at least 5 years leading contact center operations. - Demonstrated success leading customer service teams in a high-volume environment. - Strong people leadership, coaching, and talent development experience. - Excellent communication and relationship-building skills. - Strong analytical and problem-solving abilities. - Experience managing service levels, workforce planning, and operational performance metrics. - Ability to prioritize competing demands while maintaining a high level of accuracy and attention to detail. Preferred - Experience supporting life insurance, financial services, or another highly regulated industry. - Experience leading operational change initiatives and process improvement efforts. - Familiarity with quality assurance, customer experience, and contact center technologies. What We're Looking For The successful candidate will demonstrate: - A passion for developing people and building engaged teams. - Strong emotional intelligence and sound judgment. - The ability to navigate complex operational challenges. - A collaborative leadership style that builds trust across the organization. - A continuous improvement mindset with a focus on delivering exceptional customer experiences. Why Join Us This is an opportunity to join a growing organization committed to operational excellence, innovation, and delivering exceptional experiences for customers. You'll have the chance to lead an established team, influence strategic initiatives, and make a meaningful impact within a collaborative and supportive environment. .
