Call Center Director, Life Insurance - REMOTE US
The Opportunity
As a Call Center Director, you will be responsible for leading a team of 15-20 Call Center Representatives handling inbound service requests from a variety of clients and distributors for our Life Insurance Products. You will be accountable for all aspects of attracting, retaining and coaching talent, while maintaining daily operational supervision and employee development. You'll support the implementation of both tactical and strategic improvements to ensure compliance with all policies, procedures, programs, and workflows in the MMUS Life Insurance Operations Service Center. Our Life service center hours of operation are 8am to 8pm EST, Monday – Friday.
The Team
As a Call Center Director, you will join our MMUS Life Insurance Operations Service Center team. We are a team that is customer-focused & consultative. We highly value strong communication skills, a passion for learning, leadership, resilience and self-awareness. We are the experts in Life Insurance products at MassMutual and emphasize problem solving and adherence to policies and procedures.
The Impact
Provide feedback and input into the development of workflows, procedures, enhancements, and changes to call center practices
Actively participate and drive Quality Assurance and Customer Satisfaction initiatives
Drive continuous and sustainable service performance and growth through the use of LEAN techniques including application of MassMutual Way Foundational Standards
Create a culture of high performance and innovation
Foster a positive team environment and provide ongoing guidance and career development opportunities to direct reports
Consistently deliver on service commitments and take ownership for resolving escalated and/or complex requests
The Minimum Qualifications
High School Diploma or equivalent work experience
3 years leadership experience in a Customer Service/Operations environment
Excellent verbal and written communication skills
Available to work any shift between the hours of 8am to 8pm EST, Monday – Friday
The Ideal Qualifications
College degree
Experience and understanding of call center operations and technology
Experience leading a team in a remote environment
Previous experience in financial services/insurance industry
What to Expect as Part of MassMutual and the Team
Regular meetings with the MMUS Life Insurance Operations team
Focused one-on-one meetings with your manager
Access to mentorship opportunities
Networking opportunities including access to Asian, Hispanic/Latinx, African American, women, LGBTQ, veteran and disability-focused Business Resource Groups
Access to learning content on Degreed and other educational/informational platforms
Your ethics and integrity will be valued by a company with a strong and stable ethical business with industry leading pay and benefits
Salary Range:
$55,000-$70,000 **Commensurate with experience
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LI-REMOTE
About MassMutual
We've been around since 1851. During our history, we've helped millions of people find financial freedom, offer financial protection, and plan for the future.
Today, we continue to develop meaningful relationships with our customers by building their trust, being knowledge problem solvers and always prioritizing their needs. MassMutual is guided by a single purpose: We help people secure their future and protect the ones they love. As a company owned by our policyowners, we are defined by mutuality and our vision to put customers first. It's more than our company structure – it's our way of life.
MassMutual was recognized as an Ethisphere 2021 World's Most Ethical Company, a Fortune 2021 World's Most Admired Company and a Top Place to Work in 2020 according to The Boston Globe. MassMutual was also named among America's Best Employers for Diversity according to Forbes 2020. MassMutual ranks No. 84 on the Fortune 500 list of largest companies.
MassMutual is an Equal Employment Opportunity employer Minority/Female/Sexual Orientation/Gender Identity/Individual with Disability/Protected Veteran. We welcome all persons to apply. Note: Veterans are welcome to apply, regardless of their discharge status.
MassMutual is an Equal Employment Opportunity employer Minority/Female/Sexual Orientation/Gender Identity/Individual with Disability/Protected Veteran. We welcome all persons to apply. Note: Veterans are welcome to apply, regardless of their discharge status.