AVP, Customer Experience Contact Center
Job Description
Combined Insurance, a Chubb Company, is seeking a AVP, Customer Contact 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!
Job Summary
The Contact Center Leader for the Customer Experience Delivery Center (CEDC) leads a team of Directors, Managers, Supervisors and both licensed & non-Licensed contact center representatives for our U.S. Operations and responsible for service delivery to both internal and external customers. The leader is responsible for the overall performance and effectiveness of the team, processes and services offered by the CEDC. 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 strategic direction and the tactical, day-to-day activities. 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 managers and their teams this role will serve as a cross functional liaison working with learning and development, claims, sales, marketing and finance to drive important strategic initiatives. You'll track Key Performance Indicators of your team daily, with a focus on results and optimizations. Position requires 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 Contact Center Leader role will need an individual who sees the potential for how the group should exist and takes steps to get there- risk taking, listening, and taking responsibility is key. Ensure the 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 & revenue 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.
Responsibilities
• Provide direct management oversight to directors, front-line managers, supervisors - including developing management skills, coaching performance, inspiring the team to do their best work; includes routine travel across three U.S. operational centers.
• Responsible for establishing key metrics and directing team to produce results that meet or exceed our SLA's to include production targets, time service and quality level of service provided to our customers.
• Works collaboratively with the team and business partners to remove roadblocks and administrative obstacles to ensure agents and customers see Combined as easy to do business with
• Active involvement in removing obstacles that interfere with effectively serving customer needs
• Review service observations to ensure compliance with policies and procedures. Make recommendations regarding policies, procedures, and system enhancements.
• Manage Workforce Management to ensure staffing levels are met with minimal impact to customer calls and employee job satisfaction.
• Responsible for achieving customer satisfaction via delivery on time service and quality of product delivered by the team
• Work with and influence all members of the Contact Center team to exceed customer expectations
• Manage the workload of the agent teams, helping to resolve day-to-day issues. Ensure call and production volumes are meeting service level and compliance requirements to meet or exceed consumer satisfaction
• Ensure budget and business plan goals are met; effectively communicate reasons for forecast changes, staffing and/or variances
• Demonstrates ability to build partnerships with other business groups
• Maintains superior knowledge of competitor products and capabilities along with market trends
• Experienced managing outsourced call center partners and driving performance through standard call center processes and metrics
• Effective articulate our visions and work within our (PMA) values
Qualifications
Technical Skills & Competencies
• Hands-on involvement in all aspects of customer service within the Contact Center.
• Advanced ability to deliver results: ability to focus on the bottom line and push self and others to meet set goals
• Advanced data acumen: Tracks, analyzes, and reports performance data, taking action to achieve performance goals & objectives
• Advanced relationship management skills: superior interpersonal skills and ability to work effectively with internal and external customers
• Advanced communication skills: strong verbal and written communication skills. Ability to deliver professional presentations
• Advanced ability to adapt to change: Advanced ability to demonstrate resilience - maintains a high level of commitment to personally getting things done, assuming personal responsibility for achieving outcomes and works effectively with little direction.
• Demonstrates advanced problem-solving skills and ability to exercise decisive judgment
• Advanced technical savvy: knowledge and or ability to learn new systems, applications and programs quickly and the ability to explain to others
• Experience with contact center technologies and metrics; including outbound dialer and phone-driven campaign management tools (Preferred)
• Advanced skills of driving for results: self-assured, responds confidently to objections and does not give up easily
• Ability to coach and develop others: ability to collaborate, provide feedback and actively listen.
• Demonstrates strategic thinking: ability to anticipate future consequences and trends accurately. Broad knowledge, perspective and future oriented
• Advanced ability to plan and organize
• Advanced knowledge of Microsoft office products with ability to manipulate data in excel, word and powerpoint quickly and accurately.
• Demonstrated experience and understanding of workforce management methodologies (RTA, forecasting, scheduling, analytics, reporting, etc.)
• Experience driving efficiencies through self-service and automation
• Proven experience in defining and driving successful implementation on improvements in contact center operations through both process re-engineering and incorporation of tools and technology
Education and Experience
• Bachelor's Degree
• Third Party/ Vendor management operations experience strongly preferred
• Technical requirements preferred: Experience with ACDs, workforce planning, CRM platform, quality monitoring and recording systems
• 7+ years successful experience in a Contact Center management role - preferably in an Insurance or Financial services environment.
• Understanding of how to quantify and display business results
• Travel 20% as business needs arise
About Us
OUR BENEFITS
As a Chubb corporate employee, you have access to one of the most comprehensive benefit plans in the business, designed to meet your needs and help you reach your financial goals. More details can be found here. Chubb is committed to supporting its employees with a comprehensive compensation package that is appropriate in the market where they work. Below are several of the many benefits we offer our employees:
• Health insurance
• Dental insurance
• Tuition reimbursement
• A company-match 401(k) plan
• Disability insurance
• Life insurance
• Employee referral bonuses
ABOUT COMBINED INSURANCE
Combined Insurance Company of America is a Chubb company and a leading provider of supplemental accident, health, disability, and life insurance products in North America. Headquartered in Chicago, with satellite office in Columbia, SC, Combined is celebrating over 100 years in business. We are committed to making the world of supplemental insurance easy to access and understand. The company has an A+ rating by the Better Business Bureau and an A + (Superior) financial strength rating by A.M. Best. We are ranked by VIQTORY as the number one Military Friendly® Employer in 2023 (over $1 billion revenue category), marking Combined's twelfth consecutive year on the Top 10 list. We pride ourselves on approaching all situations with a Positive Mental Attitude (PMA) and encouraging collaboration.
ABOUT CHUBB
Chubb is a world leader in insurance. With operations in 54 countries, Chubb provides commercial and personal property and casualty insurance, personal accident and supplemental health insurance, reinsurance, and life insurance to a diverse group of clients. The company is distinguished by its extensive product and service offerings, broad distribution capabilities, exceptional financial strength, underwriting excellence, superior claims handling expertise and local operations globally.
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