Manager, Contact Center

JOB DESCRIPTION

Combined Insurance, a Chubb Company, is seeking a bilingual Contact Center Manager 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 Manager for the Customer Experience Delivery Center (CEDC) leads two teams of contact center representatives responsible for the following functions:


* Policy Servicing, claim inquiry and cross-sell service delivery through inbound calls from our Credit Union customers.


* Producer service support inclusive but not limited to inquiries about policy servicing, contracting, portal questions, application submission, etc.

The manager is responsible for the performance and effectiveness of the team, processes, and service outcomes.

Equally important the manager executes on best practices that drive operational efficiency, service quality excellence, and employee engagement while being accountable for the achievement of customer loyalty, engagement, and satisfaction.

This role will effectively coach their staff to a high level of performance while maintaining employee engagement and motivation.

They will implement retention strategies to achieve retention targets by working closely with internal partners to reduce the cancellation rate and maintain revenue.

Additionally, this role will perform analysis to determine root cause of service breakdowns and make recommendations on new processes, develop improvements, and track success.

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


* Demonstrated knowledge of Mi...