Company: J. L. Nixon Consulting
Contact: Jeff Nixon
Phone: 903-568-4111
Email: recruiters@jlnixon.com Industry: Life/Health/Managed Care
Department: Call Center
Job Title: AVP Call Center Operations
Location: Job Code: 2943
Birmingham, Alabama
Annual Compensation: $
Date Posted: 11/03/09
Job Description:
Growing Life Insurance company is seeking a senior call center manager to oversee their call center operation in Birmingham, Alabama.
EXCELLENT CAREER OPPORTUNITY!!!
This role is accountable for the effective management and direction of call center activities, which has the responsibility of receiving all customer directed calls, e-mails, IVR and web-based contacts. In addition, this role is accountable for the effective operation of the corporate switchboard; leading Contact Center operations to ensure department and corporate performance measurements and goals are met; and managing the day to day operations of their teams.
Responsibilities include:
- Effectively lead and guide a group of contact center supervisors who are responsible for managing the day-to-day operations of the Client Service Representatives handling customer inquiries and issues
- Effectively manage and guide direct reports to ensure department and corporate performance measurements and met and courteous, accurate and responsive service is provided to all customers
- Attract, select and retains high caliber, diverse talent able to successfully achieve or exceed business goals
- Build a strong team environment through effective coaching and mentoring, inspire superior performance and create an environment where continuous improvement is expected
- Oversee department training and development and encourage continuous learning
- Responsible for employee counseling, coaching and regular performance reviews of department members.
Qualifications:
- Must have experience within a Life Insurance Call Center!
- BA/BS degree or equivalent experience required
- Experience leading a complex contact center in the financial services industry is required
- Demonstrated ability to increase call center productivity while also creating an engaged stable work environment
- Experience utilizing call center reporting and metrics to help drive desired business results
- Proficiency in Microsoft Office applications and experience with telephony, including workforce management and call recording/monitoring equipment
- Strong leadership skills with ability to manage large groups of people
- Strong communication skills and experience demonstrating successful customer relationship management ability
- Passionate commitment to the customer, quality and best practices
- Ability to set challenging but realistic performance expectations, encouraging people to perform up to their full potential
- Strong analytical and problem solving skills.
If you are a strong call center manager with a track record for successful results and you are looking to make your next move, this may be the opportunity you were hoping for. Salary and bonus are commensurate with your experience. Job 2943.
SEE ALL OF OUR JOB OPPORTUNITIES ON OUR WEBSITE.....www.jlnixon.com
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