BPO Senior Director

Job Description :

We are looking for a result-driven Customer Service Director responsible for end to end process delivery for a large Life and Annuity Insurance Contact Center Program. You will be responsible for stabilizing of the transitioned processes and for developing operational and tactical plans to ensure adherence to SLAs. Will be responsible for monitoring and managing a Contact center team of Managers, Supervisors and Customer Service Associates to achieve the organization’s objectives and customer service performance. You will be responsible for providing guidance, instruction, training, and leadership skills to inspire the team to perform at their optimum. You should create a cohesive team that works efficiently together to maximize the service teams potential.

To be successful as a Customer Service Director, you should have a proven track record of exceeding Customer experience with team motivation and positive customer service performance results. Ultimately, a top-notch team leader should display excellent interpersonal skills to build quality relationships with the team and with customers, be goal-driven, and manage the day-to-day activities of the team efficiently.

Key Responsibilities :

Nature of Work

Accountable for the day-to-day Contact center multi-channel Operations of Life and Annuity Insurance products managing processes, improvement programs and initiatives.

• Oversees P&L responsibilities and provides leadership and direction through lower-level managers
• Manages a staff of professional level team members or manages a team through direct or lower-level Managers/Supervisors/Team Leads.
• Defines roles and responsibilities.
• Contributes to standards around which others will operate.
• Establishes and influences operating policies.
• Plans for a customer service future needs and operations.
• Contributes to policy/ program development.
• Manages impacts of Contact center functions- Training, WFM, Quality, MIS, Analytics, Talent Management and IT
• Exercises controls over Resources, planning, costs and budget
• Support US Shift Operations
  
  

• Sets project timeframes and priorities based on project objectives and ongoing assignments.
• Provides authoritative advice to top management based on deep subject matter expertise in the contact center and Insurance products.
• Provides guidance and business advice and becomes actively involved as required.
• Adapts communication techniques for audiences at multiple internal/external levels.
• Counsels and motivates team members on performance.
• Frequent contact with internal and external contacts at various management levels to obtain and allocate resources and complete specific phases of projects.
• Builds cross-functional partnerships.
• Identifies business opportunities.
• Assumes responsibility to interact with Clients on performance and drivers to change
  
  

• Involved in developing, implementing and managing Customer services areas of support programs, training and operations.
• Organizes cross-functional work teams, applies professional project management skills, and provides team leadership to obtain project goals and objectives.
• Establishes operational objectives and assignments, and delegates assignments to subordinate leader
  
  

• Strong project management skills
• Customer Orientation
• Ease with CX and Contact Center metrics
• Process design/solutioning skills
• People Management skills
• Business Innovation skills
  
  

• 15+ years of relevant Customer Service experience or equivalent combination of education and work experience
• 10+ years managerial/leadership experience
  
  

• ISO and ITIL certified
• COPC certified
• Lean Six Sigma
• Insurance services background - that required knowledge of Life insurance and Annuity products where you managed Contact center interactions(calls/chat/email)
• Sound understanding of Contact Center Technology and Tools