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Director of Customer Service, Travel Insurance
3 months ago
**Generali Global Assistance**
**Director of Customer Service, Travel Insurance**
**Generali Global Assistance - San Diego, CA - Full Time**
**Job Summary:**
The Director of Customer Service Department (CSD) has oversight responsibility for the full customer service operations and support platform for Travel Insurance.
**Principal Duties and Responsibilities:**
Determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer service standards; contributing information and analysis to organizational strategic plans and reviews
Develops call center systems by developing customer interaction and voice response systems, and voice networks; designing user interfaces; developing and executing user acceptance test plans; planning and controlling implementation
Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades; working in conjunction with other departments as needed to forecast training and staffing needs;
Meets call center financial objectives by estimating requirements; participating in preparation of the annual budget; scheduling expenditures; analyzing variances, initiating corrective action
Prepares call center performance reports by collecting, analyzing, and summarizing data and trends
Maintains professional and technical knowledge by tracking emerging trends in call center operations management; attending education workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies
Managing and directing a staff of Customer Service Managers across multiple locations with indirect reports to include supervisors, leads and call center representatives
Motivating and educating staff to deliver on departmental customer satisfaction results and performance goals
Participating in the development and enhancement of general processes and/or coaching procedures that will support company service, productivity and revenue generation goals
Facilitates the implementation of the Lean Management System and all associated activities, including LEAN sustainment activities.
Performs other duties as assigned
**Required / Desired Knowledge, Experiences and Skills:**
Five (5) or more years of management experience within a call center environment
Strong customer service and problem-solving skills
Ability to identify and resolve/escalate problems
Good verbal and written communications skills
Ability to multi-task well
Advanced computer skills, especially in Microsoft Word & Excel
Strong self-starter
Excellent critical thinking and decision making skills
Ability to work as a part of a team as well as individually
Experience in an insurance office setting preferred
Licensed in Property & Casualty and Accidental & Health insurance preferred
**Education/Certifications:**
Bachelors Degree or equivalent call center management experience
**Physical Working Environment:**
While performing the duties of this job, the employee is required to stand; walk; sit for long periods of time; use of hands to grasp, handle, or feel; reach with hands and arms; finger dexterity; talk; hear. The employee is occasionally required to climb or balance and stoop, kneel, crouch, or crawl. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and ability to adjust focus.
The above statements are intended to describe the general nature of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties and skills required of employees so classified.
*Generali Global Assistance is an Equal Opportunity Employer M/F/Disability/Veteran*
