Call Center Site Director (Property & Casualty)

Job Summary

The on-site Call Center Director role requires a multi-talented leader with deep customer care and customer experience progressive work experience to help Qualfon evolve its customer care organization internally and externally, in the United States. The ideal candidate will be obsessive about setting and achieving targets, fostering a strong team environment across agents, and thinking strategically and analytically about how the next shift in performance, efficiency, effectiveness, and strategic tactics will be made. This operations leader will be expected to connect the dots across business targets, user flows and experiences, tools/infrastructure, and operational capabilities.

This role will be expected to set and execute a customer service strategy across Qualfon direct-to-consumer markets in the United States and to manage Tier One and Fortune 500 clients. In addition, the Director will lead an internal team, serve as the voice of the customer to executives across the business, work with product and engineering to proactively solve customer issues, build out and expand into a revenue-generating channel, and establish the analytical infrastructure to derive insights from customer care.

Essential Duties and Responsibilities:

• Lead care efforts, building out and executing on a global roadmap rooted in SLAs and KPIs
• Establish and evolve reporting on SLAs, KPIs, and other relevant insights, regularly present data to leadership
• Manage customer care support vendors and SaaS tool relationships
• Evaluate existing systems and processes and implement redesigns to improve KPIs and efficiency
• Establish clear and measurable goals for the customer service teams; develop applicable metrics and track achievement of goals
• Oversee the deployment of technology and features that improve the customer experience, alleviate the burden on its agents, and facilitate efficient operations
• Act as a change agent, systematically driving continuous improvement and operational excellence
• Stay abreast of overall business targets, schedules, and activities
• Work closely with other functions to be the voice of the customer, providing insight and metrics on historic and anticipated challenges
• Lead other groups to address customer-impacting issues, armed with clear, data-driven business cases
• Follow emerging trends and best practices in customer service to identify continuous improvement and efficiency/productivity opportunities
• Create and manage process and training for retention in all customer communications
• Prepare forecasts of expenditures/costs, tickets, types of issues, escalations, budgets, etc.
• Manage the appropriate budgets and ensure staffing and tier 1 & 2 workforce planning adequately cover customer complaint/inquiry volume within SLAs
• Oversee the training and development of current/new hires to provide the level of service that exceed customer expectations
• Ensure full compliance with all regulations, compliance, and audit reports

Area of expertise (Skills)

Required Skills and Experience:

• A minimum of a Bachelors’ degree is preferred
• 10+ years of customer care, customer service, call center operations, and/or consulting experience
• 10+ years of experience in a people management role preferred
• 15+ years of experience in BPO/customer service/call-center preferred
• 5 – 7 years of experience working in Property & Casualty (P&C) insurance required
• Experience working with USAA and/or larger insurance companies highly preferred
• Licensing in P&C highly preferred
• Experience with subscription services, billing, and/or billing systems, telecommunications and healthcare preferred
• Experience presenting to senior leadership, partnering cross-functionally, and driving change
• Complete understanding of call center operations, vendor management, operating procedures, and performance metrics; strong knowledge of CRM, call center software tools, and cloud-based telephony
• Demonstrated leadership and ability to work independently with minimal direction
• Demonstrated ability to establish a positive working environment, coach, and guide teams
• Demonstrated ability developing streamlined onboarding and training programs into client programs and campaigns
• Established competency in creating and rolling out customer service processes, policies, and procedures
• Highly developed problem-solving skills and sound decision-making combined with analytical experience is required; ability to analyze data, identify issues, and implement process improvements
• Ability to prioritize and manage multiple priorities successfully; proven ability to manage improvement projects

Other Skills and Experiences (Min)

• Leadership Training
• Leading Management
• Six Sigma
• Call Center Site Management of 500+ FTE
   

Education