Manager, Contact Center

JOB DESCRIPTION

Combined Insurance, a Chubb Company, is seeking a Manager Agent Service Center to join our fast-paced, high energy, and growing company.

For nearly 100 years in the insurance industry, our company has been passionate about serving our customers and providing them peace of mind and protection when they need it the most.

Come build your career here, along with other positive, hard-working, talented professionals-just like you!

The Manager, Agent Service Center (ASC) for the Customer Experience Delivery Center (CEDC) leads a team of contact center representatives is responsible for day-to day management of the ASC ensuring responsive, high-quality service for our captive sales teams (producers).

This includes responsibility for maintaining a healthy team dynamic within the Agent Service Center while ensuring delivery of a positive brand experience.

This position will also play a key role in implementing new service strategies and technology into the Agent Service Center while contributing to the evolution of the larger contact center organization.

Core duties include day-to-day development, management, and leadership of the Agent Service Center teams.

Emphasis is on employee effectiveness, service excellence, contact optimization, workforce planning, and relationship management.

Key activities include ensuring service delivery, employee coaching, quality assurance review, escalation resolution, schedule adherence, maintaining internal business partner relationships.

Responsibilities


* Communicate with direct reports and peers to ensure goal alignment and connect with other partners to gain support


* Create a great culture and ensure the team is staffed, trained, and developed


* Lead and direct the team to ensure quality service levels and positive customer satisfaction scores for all contacts


* Coach CSRs to support a high level of performance while maintaining employee engagement and motivation


* Ability to deliver feedback in a way that drives employee accountability and development


* Support teammates with individual development in relation to both their current position and future opportunities


* Strong ability to execute vision in a cross-functional and ever-changing environment


* Participating in interviewing and building a high-performing team


* Collaborate with management team to design and support events, and contests, and virtual ways to which build engagement and a positive team morale


* Assist in planning, assigning, and directing work to balance service levels and workloads


* Analyzes cancellation trends and results at an individual and business segment level.


* Provides recommendations for improving performance against retention and retained revenue goals


* Analyzes current business processes and provide thoughtful insight to implement improvements to efficiency and effectiveness


* Demonstrated knowledge of Microsoft Office products with ability...