Manager, Contact Center

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 professionalsjust 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 Microsoft Office products with ability to manipulate data in Excel Word and PowerPoint quickly and accurately
• Expected to be able work various shifts within 5:30 a.m. 4:00 p.m. MST timeframe or 7:30 a.m. 6:00 p.m. -office with flexibility work schedule 4 days in office 1 day remote
• Represents the Combined tenants: Personal Connection Empathy Problem-Solving People Leader and Ownership
• Other assignments as required

Competencies

• Problem Solving:Takes an organized and logical approach to thinking through problems and complex issues.Simplifies complexity by breaking down issues into manageable parts.Looks beyond the obvious to get at root causes.Develops insight into problems issues and situation.
• Continuous Learning:Demonstrates a desire and capacity to expand expertise develop new skills and grow professionally.Seeks and takes ownership of opportunities to learn acquire new knowledge and deepen technical expertise.Takes advantage of formal and informal developmental opportunities.Takes on challenging work assignments that lead to professional growth
• Initiative:Willingly does more than is required or expected in the job.Meets objectives on time with minimal supervision.Eager and willing to go the extra mile in terms of time and effort. Is self-motivated and seizes opportunities to make a difference.
• Adaptability:Ability to re-direct personal efforts in response to changing circumstances.Is receptive to new ideas and new ways of doing things.Effectively prioritizes according to competing demands and shifting objectives.Can navigate through uncertainty and knows when to change course
• Results Orientation:Effectively executes on plans drives for results and takes accountability for outcomes.Perseveres and does not give up easily in challenging situations. Recognizes and capitalizes on opportunities.Takes full accountability for achieving (or failing to achieve) desired results
• Values Orientation:Upholds and models Chubb values and always does the right thing for the company colleagues and customers.Is direct truthful and trusted by others.Acts as a team player.Acts ethically and maintains a high level of professional integrity.Fosters high collaboration within own team and across the company; constantly acts and thinks OneChubb

Skills

• Strong organizational interpersonal and customer service skills.
• Mentoring skills to build capabilities within the Services Team
• Ability to multitask and complete multiple priorities on time
• Strong problem-solving skills.
• Ability to partner with both internal and external resources to solve issues.

Educationand Experience

• Bachelors Degree or equivalent experience
• Experience with ACDs outbound dialer systems (preferably NICE) campaign management workforce planning CRM Microsoft Dynamics platform quality monitoring and recording systems
• Experience with working with BPO teams offshore.
• 5 years successful experience in a Contact Center management role preferably in an Insurance or Financial services environment.