Essential Functions:
This position is responsible for developing strategies and processes that assure consistent delivery of a first-class customer experience in our Call Center Units and as provided by our Regional Service Reps; Responsible for development of a consistent customer service experience and message throughout the organization; Lead and direct service strategy of a multi-location operation; Accountable for unit results including but not limited to call center efficiencies, quality and customer satisfaction; Partner with the senior management team to drive cultural and organizational initiatives to build, improve, communicate and effect the highest possible level of customer service throughout the organization; Assess organizational needs for training in skill areas that impact customer service. Delivers appropriate training and measures results; Focus organizational attention and efforts on customer interaction improvements; monitors, measures and analyzes customer satisfaction metrics; Devise means by which positive customer experiences are translated into revenue-generating repeat business; Research and recommend automated systems that support improved customer service and organizational efficiency; Comply with HIPAA, Diversity Principles, Corporate Integrity, Compliance Program policies and other applicable corporate and departmental policies; Maintain complete confidentiality of company related business; Maintain effective communication with management regarding development within areas of assigned responsibilities and perform special projects as required or requested.
Job Requirements:
- Bachelor’s degree in business or 6 years business operations experience, including responsibility over multiple locations
- 6 years of call center management and supervision in a customer service environment;
- Effective customer service skills
- Proven dynamic leadership skills
- Ability and experience to drive change within the organization
- Ability and experience to implement short- and long-term strategies
- Strong operational, budgeting and forecasting skills
- Communicate clearly and effectively, both in writing and verbally
- Proven presentation skills
- Proven analytical, organizational and problem solving skills
- Knowledge of call center software and technology
- Will spend approximately 35% of the time out of the office in face-to-face contact with customers and producers
- Some travel may be required, including overnight stays
Generous Benefits:
At Fort Dearborn Life Insurance Company you’ll enjoy an array of generous benefits: Medical Insurance, Vision, Dental Insurance, Prescription Drug Program, Short-term Disability Insurance, Long-term Disability Insurance, Travel / Accident Insurance, 401(k) Plan, Pension Plan, Flexible Spending Account (FSA), Paid Time Off (PTO), Bereavement Leave, 10 Paid Holidays, Tuition Reimbursement, Adoption Reimbursement, Life Insurance, Access to Credit Unions, Domestic Partner Benefits, Long Term Care, Employee Bonus Programs
Fort Dearborn Life Insurance Company is an Equal Opportunity Employer M/F/D/V.
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