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Director, Contact Center Operations

Company: Delaware Life
Location: Indianapolis
Posted on: May 19, 2019

Job Description:

Company Overview: FOCUSED ON WHAT MATTERS TO OUR PARTNERS AND CLIENTS. At Delaware Life Insurance Company, we're focused on what matters: Creating high-performing products, delivering a seamless experience with honesty and efficiency, and being great partners to work with every time. Delaware Life, through its subsidiaries, is a leading provider of annuity and life insurance products in the United States. We manage approximately 320,000 in-force annuity and life insurance policies representing around $36 billion in assets under management, as of December 31, 2017. Delaware Life is a member of Group One Thousand One: an ecosystem of businesses making insurance more useful, intuitive and accessible for everyone. We've made it our mission to deliver pure value to our partners and clients. We support our partners with a distilled set of tools and products that empower them to deliver clear value to their clients every time. Job Summary: The Director of Contact Center Operations, will be responsible for the strategic planning and execution of all Contact Center operations, including, workforce planning, quality management, claims and training, while leading a management team of approximately seven direct reports. Core duties include management and leadership of processes for the continuous improvement of the customer experience. Tactical emphasis is on quality management, workforce planning, recruiting, coaching and training. A commitment to excellence is demonstrated through continuous staff development programs enhancing employee engagement, service, knowledge, skills, and morale. The Director's success is measured by the organization's ability to provide high quality services while meeting Service Level Agreements, (SLA), improving call performance, increased use of resources and adaption of new proven technologies to increase efficiency and achievement of metrics. The leader in this role actively contributes to the overall company operational targets as well as the daily business decisions. The Director of Contact Center Operations works closely with Senior Leadership within the organization such as Human Resources, Legal, Compliance and Distribution and will represent the Center as the Senior Leader with responsibilities for Site Leadership. The Director will also work closely with our third party administrator to align service delivery in support of the overall customer experience. Main Accountabilities:

  • Develops strategic plans and provides leadership to ensure the organization meets established goals.
  • Lead, motivate and develop management staff in assigned operational areas. Build shared commitment to improving business performance, and develop both individual and team capabilities.
  • Provides leadership and represents the Center, within the larger Delaware Life organization.
  • Supports community relations activities and represents the Center with the local community.
  • Partners with Human Resources to coordinate employee relations activities and ensure a proactive, participatory, and engaged workplace environment exists.
  • Reviews performance metrics, reports and develop action plans to ensure performance targets are met through the continuous improvement process. Conduct monthly operational reviews with Senior Leadership.
  • Ensures that quality standards, procedures and policies are properly maintained in accordance with regulatory, and compliance guidelines.
  • Manages the overall operational budget and effectively manages expenses.
  • Reviews short and long term staffing plans to drive strategic focus of annual planning, quarterly forecasting and daily service level goals.
  • Facilitates positive and proactive operations by developing relations with other departmental groups and key stakeholders.
  • Partners with product and distribution on new strategic initiatives, such as new products and services in support of the company strategy.
  • Partners with Distribution on new initiatives to expand distribution support and create an ease of doing business.
  • Manages relationships relative to outsourced functions both internally and externally.
  • Provides feedback and coaching to operations management team.
  • 10% Travel required. Qualifications:
    • Bachelor's Degree or equivalent experience required.
    • Background in Customer Service and/or Operations (10+) years required.
    • Financial Services experience preferred, with experience leading a management team.
    • Proven decision making skills and ability to multi-task required.
    • Requires strong leadership and proven coaching skills.
    • Excellent interpersonal, management, motivation and analytical skills.
    • Demonstrated knowledge and understanding of call/contact center dynamics and operating metrics, including technology and operational performance requirements.
    • Strong commitment to customer service and quality required.
    • Candidate must be detail orientated with strong organization, presentation and prioritization skills.

Keywords: Delaware Life, Indianapolis , Director, Contact Center Operations, Executive , Indianapolis, Indiana

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