As an Digital Customer Care Contact Center Director you will manage a team of 15 – 20 Contact center representatives on the West Coast. You'll handle 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 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.

Hours of operation are 8am to 8pm EST, Monday - Friday. This role will oversee a Customer Care team operating out of our Phoenix location. A West Coast candidate is highly preferred.

Responsibilities:

• Coach / mentor / develop direct reports - upon completion of the Ulysses CoachingMentor training, conduct a minimum of 1 – 2 coaching sessions per employee per month; document coaching sessions in the AIM Tracking tool
• Conduct monthly 1:1s (adjust frequency based on employee performance)
• Conduct weekly huddles and team meetings
• Create and foster a culture that inspires employees to achieve our vision, advocate for our customers, innovate to improve customer experience and empower decision making
• Drive continuous improvement; Problem Solve
• Handle escalations
• Work with internal business partners, Distribution Team and Product Owners to improve customer experience by leveraging data to influence change / future system enhancements / workflow processes
• Partner with the Distribution Team to help educate Field
• Ensure daily service levels are consistently met
• Develop team objectives that align with overall business goals
• Adhere to company policies and government regulations
• Stay abreast of business and industry knowledge, state, and federal regulations

SKILLS AND COMPETENCIES:

• Deep understanding of call center operations
• Ability to analyze performance trends and operational metrics in an effort to identify and articulate performance gaps
• Excellent oral/written communication & interpersonal skills
• Excellent analytical, organizational, and time management skills
• Ability to deliver quality work under deadline pressure
• Skilled in using software applications such as Microsoft Office to facilitate analytical analysis/modeling and presentations
• Excellent negotiating and consensus building skills
• Demonstrated ability to work effectively in a rapidly changing environment
• Must be detailed-oriented and possess the ability to follow through on assignments
• Ability to work comfortably with all levels of management and leadership
• Demonstrated ability to trouble shoot and solve operational problems
• Pay range $76,100 - $96,100 w/ bonus opportunity

Ideal Qualifications:

• High school diploma, Bachelors degree preferred
• Experience and understanding of call center operations and technology
• 3+ years experience in a customer service or contact center environment
• Experience leading a remote team
• Strong written and verbal communication
• Prior experience in financial services / insurance industry

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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.