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Customer Service Operations Leader

2 months ago

Dallas, Texas, United States Milliman Full time
About Us

For over 75 years, Milliman has been at the forefront of providing exceptional services and solutions to clients around the globe. We tackle some of the most pressing and intricate challenges faced by organizations today, including retirement planning, healthcare funding, risk management, compliance with regulations, data analytics, and business transformation.

At Milliman, we prioritize the development of our employees through comprehensive training and career advancement opportunities. Our numerous Milliman Employee Resource Groups (ERGs) foster a community-driven environment that shapes policy, cultivates future leaders, and amplifies diverse voices. We encourage our staff to engage in their professional communities, including leadership roles in industry organizations. For more information about our commitment to diversity, inclusion, social responsibility, and sustainability, please visit our website.

Through a diverse team of experts, including actuaries, clinicians, technology specialists, and plan administrators, we provide unmatched expertise in employee benefits, investment consulting, healthcare, life insurance, financial services, and property and casualty insurance.

Your Responsibilities

In this position, you will:
  • Oversee operational responsibilities, ensuring alignment with call center objectives and KPIs, with a strong emphasis on quality and efficiency.
  • Lead and mentor direct reports, conducting regular one-on-one meetings and biannual performance evaluations.
  • Offer strategic insights for ongoing enhancements to call center functions.
  • Serve as the primary liaison for various administrative teams regarding client-related matters and escalations; participate in client discussions as necessary, ensuring effective follow-up and resolution of issues.
Qualifications We Seek

Essential Experience and Skills:
  • Demonstrated experience in managing contact center operations, including supervisory roles.
  • In-depth understanding of contact center processes.
  • Proven ability to juggle multiple projects while maintaining strong organizational skills and attention to detail.
  • Capability to thrive in a fast-paced, dynamic environment requiring quick decision-making and adherence to deadlines.
  • Strong analytical and problem-solving abilities.
  • Proficiency in creating and managing spreadsheets and drafting professional correspondence.
  • Excellent interpersonal skills, with the ability to communicate effectively with colleagues, clients, and stakeholders at all levels.
  • Willingness to pursue industry-related certifications and knowledge.
  • Key Attributes: alignment with Milliman's values, effective client engagement, quality sensitivity, strong communication skills, adaptability, and meticulous attention to detail.
Preferred Qualifications:
  • Bachelor's degree is preferred.
Personal Attributes:
  • Ability to collaborate effectively within a team and take ownership of individual contributions.
  • Proficient in the use of computers and standard office equipment.
  • Skilled in Microsoft Office Suite.
  • Strong attention to detail.
  • Exceptional problem-solving capabilities.
  • Excellent verbal and written communication skills.
  • Adept at responding constructively to change.
  • Outstanding organizational and time management skills.
Compensation and Benefits

The salary range for this position is competitive and based on various factors, including education, relevant experience, qualifications, skills, and location.

At Milliman, we strive to create a supportive environment that addresses the personal and professional needs of our employees and their families. Our comprehensive benefits package includes:
  • Medical, dental, and vision coverage for employees and their dependents.
  • A 401(k) plan with matching contributions and profit-sharing options.
  • Employee Assistance Program (EAP).
  • A discretionary bonus program.
  • Paid Time Off (PTO) that begins accruing on the first day of employment, allowing for flexibility in usage; full-time employees will accrue 15 days of PTO annually.
  • Family support benefits, including adoption and fertility assistance, as well as paid parental leave for eligible employees.
  • A minimum of 8 paid holidays.
  • Comprehensive life insurance, AD&D, and both short-term and long-term disability coverage at no cost to employees.
  • Flexible spending accounts for pre-tax expenses related to dependent care, transportation, and medical needs.
Equal Opportunity Commitment

We are committed to providing equal employment opportunities to all qualified applicants, regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.