Insurance Call Center Director
3 weeks ago
MCI is seeking an experienced Insurance Call Center Director to support complex business process outsourcing accounts. In this role, you will be responsible for managing team development, issue resolution, and monitoring the metrics and KPIs of the agents and the team.
Key Responsibilities- Develop a detailed understanding of client products and services
- Conduct audits to ensure employee compliance with internal and external policies
- Provide hands-on team leadership, problem-solving, and coaching
- Manage growth and oversee the customer service operations
- Improve and strengthen existing programs
- Provide input, innovation, and support to a team of supervisors and team leads
- Project management of new launches and initiatives, including process design and implementation
- Ensure program efficiency and financial performance
- Perform insurance functions as needed, including processing claims, billings, and policy changes
- Requires 10+ years of insurance experience building and managing Property and Casualty and Life insurance programs and a proven track record of inside sales management
- Bachelor's Degree in Management, Marketing, or Sales, or equivalent experience preferred
- Professional designation (CPCU/CIC/AAI/CISR) preferred
- Ability to work professionally in a fast-paced environment
- Proficient in Microsoft Office Suite products
- Experience managing complex business processes
- Insurance sales and underwriting experience
- Risk management skills
- Effective communication skills
- Problem-solving and analytical ability
- High school diploma or equivalent
We believe that hard work should pay off, so we make sure that our compensation and total rewards are competitive. Standard starting compensation is commensurate with experience. Regular reviews and raises are awarded based on tenure and performance, so our employees make more each year.
Employees earn paid time off as well as paid holidays and paid training opportunities. Regular daily, weekly and monthly incentives are part of the overall compensation our team members enjoy and include monetary incentive and prizes such as computers, tablets, phones, TV's, trips, tickets, and even cars. In addition to our standard group benefits offering for full-time employees following 90-days of employment, all employees are eligible to opt for our MEC medical plan after only 30-days of employment. Benefits options and plans vary slightly by location.
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