Supervisor, Quality Optimization

3 months ago

Fremont, United States Western & Southern Life Full time

Overview:

Manage team of associates responsible for providing coaching, feedback and guidance via new hire onboarding and call escalations in supporting contact center agents via digital and telephony platforms. This position is directly responsible for proactively leveraging data captured through these interactions. Performs trend analysis to identify efficiencies and improved workflows impacting customer and employee experiences. Requires frequent interaction with Contact Center and Operational Senior Leadership to present opportunities and recommendations to drive prioritization of key initiatives impacting operational excellence. Handles sensitive legal situations impacting customers requiring decisiveness and confidence in escalation processes.

Responsibilities:

Position Responsibilities:

Optimization & Operational Excellence

  • Study and develop optimization changes to processes with expectation of improving operational efficiencies, quality and service, which drive customer and employee experience and deliver Operation Excellence savings.
  • Performs in-depth analysis, leveraging data from multiple sources to spot trends, identify areas needing improvement, develop solution proposals and deliver recommendations to multiple business units including Senior leadership.
  • Drives implementation via managing of multiple projects/initiatives simultaneously by partnering with Contact Center and Operations Senior Leadership to optimize business processes.
  • Engages and organizes subject matter experts and cross-functional groups to collect inputs and implement changes to drive key performance indicators in introducing new processes to the business via documentation, tools and coordination of training to support adoption.

Customer Experience & Decision Quality

  • Leads primary touchpoints between Contact Center, Legal/Compliance, and Operations departments. Act as an intermediary between consumers and company, guiding approprioate call escalation processes and handling sensitive legal situations. Responsible for fraud and complaint escalation procedures between Contact Center and Legal.
  • Acts as subject matter expert for Leaders and Contact Center Agents. Oversees the Contact Center new associate nesting including internal Contact Center training processes, materials, and mentoring practices.
  • Manages the Senior Quality team responsible for maintaining quality of customer transactions and business processes between the Contact Center and other departments. Utilizes data gathered from multiple reporting channels to create, plan, and lead Senior Consultants to coach Agents and Associates for improved performance and/or behaviors.
  • Responsible for motivating and fostering a wellness culture creating an environment of continuous process improvement as well as continuous improvement on personal and team performance; strong quality acumen. Drive and implement changes effectively.
  • Other assigned duties as needed.
Qualifications:
  • Proven to be highly detail-oriented with ability to track and manage multiple data points.
  • Proven track record for delivering results through diverse teams and collaboration across multiple departments.
  • Proven and demonstrated ability to positively manage change.
  • Proven to be self-directed and highly motivated.
  • Demonstrated ability to operate in a fast-paced environment.
  • Demonstrated ability to manage priorities.
  • Demonstrated computer proficiency with ability to troubleshoot.
  • Proven and demonstrated excellent verbal and written skills.
  • Proven analytical thinker, understands technical concepts and problem solving.
  • Demonstrated ability to comprehend, educate, and enforce relevant policies/procedures.
  • Financial Services or Contact Center experience considered a plus.
  • Insurance industry experience and knowledge considered a plus.
  • 3-5 years supervisory experience demonstrating successful managing, gaining commitment, energizing, motivating and coaching others

Work Setting:

  • This position works in an office setting and remains in a stationary position for long periods of time while working at a desk, on a computer or with other standard office equipment, or while in meetings.
  • Position requires substantial movement of wrist, hands and fingers for continuous computer work.

Educational Requirements:

  • Bachelors degree preferred or equivalent work experience.

Computer Skills and Knowledge of Hardware & Software Required:

  • Advanced PC, data entry, and word processing software skills.
  • Requires experience with Microsoft Suite (Excel, Teams, Skype, Word) and customer database platform.
  • Requires successful navigation of multiple systems simultaneously with speed and efficiency.

Certifications & Licenses (i.e., Series 6 & 63, CPA, etc.):

  • Must hold active Life and Health state insurance agent license.
  • Must maintain multi-state licenses to ensure meeting an occupancy level within 5% of peer base.
  • LOMA designations or equivalent considered a plus.

Position Demands:

  • Ability to work flexible schedule including evenings, Saturdays and some company holidays on rotation basis
  • Travel - Less than 10%, could involve 2-3 overnight travels or as required by special projects.

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