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Director Call Center

This position is responsible for leading client communication, operational initiatives and processes within the Financial Services Operations department for multiple contact center and claims teams. The person in this position is responsible for the development and implementation of processes, monitoring, and metrics that align the department with the strategic goals of the Assurant organization. This position is also responsible for team morale, associate development and performance.

Key responsibilities:

Hire, lead, develop, and mentor multiple teams of associates supporting multiple company partners of varying sizes.  Communicate expectations and manage for individual and team performance results.

  • Develops a leadership team including managers and supervisors for the ongoing process improvement of the department

  • Leads and participates on cross-functional teams which address strategic and business project with significant complexity and risk such as cost saving measure, efficiencies, regulatory and contractual requirements.

  • Actively oversees the hiring process for new team members. 

  • Assesses the short and long-term human resource needs of the organization; while collaborating with Human Resources to attract and retain talented team members. 

  • Makes authoritative recommendations in such matters of discipline and terminations within area(s) of responsibility.

  • Partners with Trainers to develop function-specific orientation and training programs for area personnel. 

  • Fosters the development and learning of managers, supervisors and others on team. 

  • Communicates clearly defined and concise expectations, giving appropriate feedback, coaching, and developmental opportunities.

  • Delegates these responsibilities to supervisory personnel as appropriate.

Oversees employee and team performance to maintain required service levels and meet client expectations/requirements.  

  • Develops and cultivates a strong working relationships with our client partners.  Understanding their goals and objectives while balancing the priorities of all parties involved in order to meet the business objectives.

  • Participates in client meetings and/or regulatory audits.  Obtain feedback on the performance of the work group and make appropriate adjustments to ensure client requirements are met.

  • Formulates policy for area(s) of responsibility and secure appropriate approvals.  Develops and administers procedures necessary to implement approved policy.  Manages and provides leadership to supervisory staff and direct reports to ensure the delivery of efficient and effective levels of service.

  • Ensures compliance with regulatory agency guidelines and standards and other quality assurance programs.

  • Investigates and appropriately addresses client inquiries, complaints and/or opportunities.

  • Oversees and maintain the accuracy of team performance reports.

Build and maintain effective internal and external working relationships.   Collaborate with internal support teams and supervisors to effectively manage staffing levels, employee morale, and process improvement initiatives.

  • Effectively collaborates with management/leadership regarding process, staff, client needs and service levels.  May also back up Operations AVP as needed.

  • Maintain and increase operational skills and knowledge on an on-going basis and attend workshops, seminars, and other training sessions as appropriate.

  • Remain abreast of developments in the field and incorporate advancements when practicable and cost effective.

  • Handle other duties and projects as requested based on business needs.

Responsibility for work of others:

  • Directs and manages a team that includes Managers, Supervisors and other contact center associates.  Has indirect management responsibility for support teams for the center.  Responsibility may include management of a building.

Basic Qualifications Required - Experience, Skills, and Knowledge:

  • Bachelor’s Degree

  • 7 years of managing others in a call center and/or claims management role

  • 7 years CX experience

Other requirements:

  • Build credibility and trust

  • Think innovatively

  • Deliver results

  • Coach & develop others

  • Set strategic vision

Preferred Experience, Skills, and Knowledge:

  • Human resource policies and procedures; area-specific policies and procedures; high level of technical claims prowess; expert communication skills; significant industry knowledge

  • System development skills and advanced knowledge of technologies

  • Ability to think tactically to accomplish short term goals, while focusing on strategic and conceptual long term (2-5 years) planning focused on business impacts and outcomes

Travel 10%

Work remotely temporarily due to covid-19

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