Manager, Contact Center Operations

JOB DESCRIPTION

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 suppor...