Director - Customer Service - Protective Life - Chicago

Job description
Basic Purpose and Objective of the Position - Stated Briefly: In partnership with the Senior Vice President of Operations and key stakeholders, the Director of Customer Service will provide leadership and ensure consistent and efficient delivery of superior customer service throughout the Asset Protection Division.

Responsibilities:
-Lead customer support department and improve call center operations by monitoring CSR and system performance, identifying and resolving problems and implementing system and process improvements to fill performance gaps.
-Assumes full accountability and provide support across the customer service operations to identify initiatives and strategies that improve the customer experience, and operational efficiency
-Provide training and coaching opportunities for all Call Center operations within Asset Protection Division
-Develop strategies to leverage customer feedback to design, test, and implement new initiatives that increase service levels and efficiencies.
-Develop, monitor, and communicate contact center standards and metrics and performance. Identify process improvement opportunities to increase call center effectiveness and efficiency.
-Leverage customer feedback to help track and monitor customer issues, identifies patterns/root causes and recommends solutions.
-Build relationships with Managers within Asset Protection and PL shared services

Qualifications:
-Requires 5- 7 years of management experience in a call center environment and a 4 year Bachelor’s degree along with experience in process and / or workflow analysis including process improvement.
-Ability to lead and influence Sr. leadership across the organization.
-Comprehensive planning and resource management skills, excellent organizational and time management skills and superior attention to detail
-Ability to define problems, collect data, establish facts and draw valid conclusions to create process improvements and to meet the needs of our customers
-Requires specific experience in call center operations, processes and procedures including areas such as quality assurance, workforce management, customer experience, performance management, training and management of internal and external contacts.
-Requires excellent oral, written, and presentation skills to effectively communicate department strategy and corresponding operating procedures to all levels within the company, including senior management.

Enter your email address:

Refer This Job To Your Friends And Help Them To Find Jobs!