Customer Service Director

Windhaven Insurance has written more than $1 billion dollars in auto insurance premium since its establishment over ten years ago. With offices across Florida and Texas, including our own technology company Clutch Analytics, we are poised to continue being one of the fastest growing carriers in the country. But we need help. We are looking for a Customer Service Director to oversee all aspects of the day-to-day call center operations of our fast-moving company.

This role, reporting directly to the COO, will have responsibility in managing in-house and out-sourced call centers. This position will lead the Call Center Manager and the entire team providing them with direction on performance drivers to achieve the call center goals.

The ideal candidate will need to demonstrate innovation by enhancing or creating processes that will improve customer and agent satisfaction, increase productivity, and improve the performance of Customer Service Representatives. The ideal candidate will be able to create an environment consistent with company’s core values and key metrics and drive our call centers to the next level.

Responsibilities:

• Managing daily call center performance ensuring high levels of goal attainment and quality of service
• Lead by example, motivating and generating enthusiasm among call center employees in our in-house and out-sourced locations
• Coordinate and collaborate with management to address issues, which affect call center operations.
• Ensure adherence to service level agreements of quality, productivity, accuracy, and any other defined metrics
• Proactively assess, monitor, and enhance customer needs and service levels provided
• Drive improvements in overall service levels, transactional efficiencies, and cost management
• Mediate, respond to, and resolve personnel and customer service issues which could negatively impact agents, providers, and internal stakeholders
• Responsible for daily, weekly, monthly interactions with clients including status updates, problem resolution
• Establish clear roles, directions, responsibilities, and performance requirements for the call center team
• Ensure call center supervisory team and associates exhibit a high degree of ownership and accommodation when interfacing with clients and customers
• Perform cost-benefit analysis and identify cost efficiencies and savings opportunities
• Research and analyze root cause of problems, identify trends and recurring problems, and suggest resolutions.

Desired Skills & Experience:

• BA/BS in Business/ Operations Management or related area or equivalent experience. MBA strongly preferred. 
• A minimum of 7 years in call center management with a focus on process and performance improvements
• Insurance experience a plus.
• Extensive customer service skills with the proven ability to resolve customer service issues.
• Self-starter, professional, demonstrates initiative, resourcefulness, and strong problem solving skills.
• The ability to meet or exceed all department Key Performance Indicators that measure overall performance.
• Advanced computer knowledge & skills including Microsoft Office and efficient typing and writing skills.
• Strong organizational expertise and an attention to detail.

Windhaven Insurance is an Equal Opportunity Employer