Job Description

Senior Director, Call Center Operations

We are seeking a dynamic Call Center Operations Leader to oversee the performance, efficiency, and overall management of an Insurance companies customer engagement center. This role will focus on vendor partnerships, operational excellence, customer experience, and team leadership.

Key Responsibilities:

Vendor & Operations Management:

• Lead a high-performing customer service team, ensuring best-in-class support for inbound inquiries.
• Manage external vendor relationships, from onboarding to performance evaluation, with a focus on optimizing costs without sacrificing service quality.
• Oversee operational procedures, training initiatives, and workforce planning to maintain efficiency.
• Implement and enhance call center processes, ensuring compliance with performance standards and KPIs.
• Monitor and adjust staffing models to align with business needs and maximize service levels.
• Drive incentive programs that align with business objectives and enhance team performance.
• Assess offshore and nearshore vendor options to maintain a balance of cost and quality.

Technology & Data Insights:

• Utilize data analytics to improve call center efficiency, customer interactions, and conversion rates.
• Collaborate with technology teams to evaluate and implement systems that enhance call center operations.
• Track and report on key performance indicators (KPIs), leveraging data to inform strategic decisions.

Marketing & Sales Integration:

• Work closely with the marketing team to align call center operations with broader customer engagement strategies.
• Support digital and inbound marketing efforts by improving the handoff process between marketing and sales teams.
• Enhance customer experience through refined lead management and warm transfers.
• Explore ways to optimize online chat as a revenue-driving tool.

Leadership & Strategy:

• Build and mentor a team across 4 locations responsible for analytics, training, and overall call center performance. There's circa 60 people at each location.
• Provide coaching, support, and development opportunities to ensure high engagement and productivity.
• Evaluate the potential for an in-house call center model and pilot strategies where applicable.

This role is ideal for a leader who thrives in a fast-paced environment and is passionate about optimizing customer engagement.

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