Call Center Director - Specialty Team
Key success metrics at the team and department level include; customer handling time, schedule adherence, meeting service levels (70% of calls answered within 60 seconds), call and transaction quality/compliance, voice of customer (customer satisfaction) and employee satisfaction.
Responsibilities:
- Team and floor management in the service center between the operational hours of 8am to 8pm (EST), Monday ? Friday.??
- Provides feedback and input into the development of workflows, procedures, enhancements, and changes to call center practices.? Actively participates and drives Quality Assurance and Customer Satisfaction initiatives
- Drives continuous and sustainable service performance and growth through the use of LEAN techniques including application of MassMutual Way Foundational Standards. Creates a culture of high performance and innovation
- Fosters a positive team environment and provides ongoing guidance and career development opportunities to direct reports. Develops and motivates staff driving to high levels of engagement and satisfaction
- Consistently delivers on service commitments and takes ownership for resolving escalated and/or complex requests
Qualifications:
- High School Diploma or equivalent work experience
- Excellent verbal and written communication skills
- 3 years previous customer service / operational experience in a leadership role
Preferred Qualifications:
- College degree and/or equivalent experience
- Experience and understanding of call center operations and technology strongly preferred
- Ability to collaborate and maintain strong working relationships
- Ability to lead and motivate a large team while meeting operational and financial objectives
- Flexible, can-do attitude, self-motivated, self-sufficient and ability to work effectively with peers and business partners