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Director of Customer Service McKinney, Texas US
4 months ago
**Director of Customer Service**
McKinney, Texas, US
Job number: 14318
**Job Description:**
JOB SUMMARY
This operational leader will oversee the leadership and effective execution of the inbound Customer Service Call Center operations, Policy Services team, and Workforce Management located in McKinney, TX for Globe Life, United American, and Liberty National. This role is responsible for overseeing the business area to ensure that all company standards are met and maintained. The individual in this role models continuous process improvement by proactively seeking opportunities to enhance and streamline operations and workforce efficiencies. The role is responsible for the development of the management and supervisory team to provide a strong bench for progressive promotions and backfilling needed roles. This role regularly reviews and reports on dashboard data and project updates to executive leadership. The Director must work collaboratively with all leaders across departments within the Company on [joint] operational initiatives and to ensure that customer concerns are addressed.
**Required Skills**
PRIMARY DUTIES & RESPONSIBILITIES
? Review /or drafts, implements, and executes policies and procedures to facilitate a quality customer service experience ? Establishes measurable performance metrics for customer service representatives
? Establishes service levels and requirements for the department
? Develops and implements methods to record, assess, and analyze the customer experience
? Works collaboratively with training team and managers to develop and implement [continuous] training and quality assurance programs for both new hires and tenured employees
? Identifies and recommends improvements to technology, equipment, and policies that may improve customer service and policy holder retention
? Acts as a liaison between the customer service department and other business area within the company ? Manage department initiatives and project implementation
? Drafts and presents an annual budget proposal to the divisional Vice President to include costs for items such as employee engagement, reward/recognition, and program enhancements
? Recruits, interviews, hires, and trains departmental management and supervisory staff
? Oversees the daily workflow of the department and addresses concerns or accomplishments as they arise
? Provides constructive and timely performance evaluations for all Managers
? Reviews discipline and termination of employees in accordance with company policy
? Performs other related duties as assigned KNOWLEDGE, SKILLS, & ABILITIES
? Proven track record of training, developing, and managing contact center teams
? Leadership and supervision of multiple teams across call center functions
? Strong ability to mentor, develop and motivate staff
? Strong process and data analysis abilities
? Clear and effective communication skills (both verbal and written)
? Advanced skills in Microsoft Office products, specifically Excel
? Ability to set clear directions and expectations
? Ability to project, set and meet goals and targets
? Ability to work and thrive in a fast-paced, production, environment
? Effective organization and time management skills with the ability to prioritize and re-prioritize, as needed
? Working knowledge of speech analytics tools, preferred
? Experience with Cisco Finesse and Community WFM, preferred
? Working knowledge of Tableau, a plus Page 2 of 4 ? Experience in a union environment, a plus
**Required Knowledge & Experience**
EDUCATION & WORK EXPERIENCE REQUIRED
? Minimum 10 years of inbound contact center experience; 5-7 years in a management role
? Bachelors degree [in a business or related field]
? Experience managing a hybrid working environment with on-site and remote staff in varying geographic regions
? Insurance industry and knowledge of compliance standards, preferred
**Posting Date:** 1/19/2022
**Location:** McKinney, Texas
Our Benefits
**Savings and Investment Plan (401K) -** Eligible employees may begin participating in the plan on the first day of employment.
**Pension Plan -** Eligible employees who complete one year of service with the Company become participants in the Pension.* (Not available to Cleveland Employees)
**Medical -** Benefits are available to all eligible employees and qualified dependents the first of the month following 30 days of continuous service.
**Dental** and Vision -** Eligible employees and qualified dependents are able to enroll the first of the month following 30 days of continuous service.
**Flexible Spending Accounts (FSA) -** Our FSA has two components, Health Care and Dependent Care Accounts. These accounts allow employees to set aside a portion of their earnings on a pre-tax basis to cover out-of-pocket medical and dependent care expenses. Participation is elected on a calendar year basis and is available to all eligible employees the first of the month following the completion of 30 days of continuous service.
**Health Savings Accounts (HSA) -** A pre-tax Health Spending Account (HSA) is offered to those who enroll in the High Deductible Plan. It allows you to pay for many of the health care expenses not covered by your medical plan including deductibles and co-pays. Participation is elected on a calendar year basis and is available to all eligible employees the first of the month following the completion of 30 days of continuous service. Company contribution to HSA ($4500 family, $2500 single plans)
**Short-Term Disability -** Eligible employees may be entitled to salary continuance during periods of temporary disability. Benefits are based on employee status and years of service.*
**Group Life and Long-Term Disability** -** Eligible employees may elect life insurance and long-term disability coverage the first of the month following 30 days of continuous service.
**Vacation and Paid Holidays -** Employees are eligible for vacation upon the completion of six months of employment. In addition, the Company offers eight paid holidays.
**Education Assistance -** The Company supports employees who wish to continue their education to secure increased responsibility and growth within their professional careers. We offer a reimbursement program for expenses incurred through approved institutions of learning. In addition, Fellow, Life Management Institute (FLMI) and International Claim Association (ICA) program courses are offered after the completion of six months of services at no cost to the employee.
**Fitness Reimbursement -** Eligible employees are able to receive up to 100% reimbursement for monthly dues (employee only).
**Supplemental Plans** -**
Cancer, Heart/Stroke, Accident.
*Please note, some benefits may vary by subsidiary. Please be sure to clarify with the Human Resources Department.
**Company paid benefit
Yes. Though our Talent Acquisition Team searches our database for qualified candidates, the only way to ensure that we know what position is of interest to you is if you apply for it directly.
You will receive an immediate response from our system. Someone from our Talent Acquisition Team will review your qualifications and skills. If you're a good fit, we'll contact you to conduct an initial interview by phone, followed by assessment testing and an in person interview(s).
It is our policy not to give contact information to external applicants. If, after you apply, it is determined that your skills and qualifications match our hiring needs, you will be contacted directly for an interview by someone on our Talent Acquisition Team.
If selected, we'll extend a conditional offer. Then, pending a successful background check and drug screen, we'll confirm a start date.
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