Job Description:

Meets required performance standards including but not limited to managing Service Level, Productivity, Efficiency, Quality, etc.

Works closely with the Contact Center Lead, Global Process Owner, and Senior Leadership to determine program goals and initiatives.

Seeks opportunities to increase customer satisfaction and deepen client relationships.

Takes ownership in resolving and managing end-customer issues and escalations.

Manages staff assignment based on business needs and unit capacity. This may include process migrations, hiring, infrastructure and Technology implementation.

Builds capacity through resource planning, cross training and managing operation within approved budget.

Leads, directs, evaluates, and develops internal resources to take key positions as Supervisors/Team Leaders through assisting in the execution of Career Development Plans.

Conceptualizes and implements internal rewards and recognition employee programs within the unit for retention and growth.

Communicates internal updates and builds synergies across different teams towards attaining a common objective.

Assists and provides guidance in hiring and screening of candidates.

Ensures readiness of Business Continuity Plan and leads implementation, if necessary.

Manages compliance to company policies and effects disciplinary measures on violations.

Job Qualifications:

College Graduate / Bachelors Degree

5+ years of relevant experience in Individual Life Insurance, Annuities, Retirement Services, or other related industry (health/financial services).

5+ years of leadership experience in managing a 100+ contact center team and leads in a Shared Services organization, BPO or Insurance Industry.

In depth knowledge of large-scale contact center operations, workforce management practices, and contact center tools.